INSEAD Library

Includes bibliographical references and index and glossary

Digitized

Offshore Ready Strategies to Plan and Profit From Offshore IT-enabled Services Table of Contents List of Figures......................................................................... ix Foreword ................................................................................xi Editor's Preface..................................................................... xiii Author's Preface..................................................................... xv Introduction ............................................................................ 1 How This Book Is Organized............................................... 5 Sections................................................................................ 6 Who Should Read This Book ...............................................9 Part I: An Overview of Offsourcing Chapter 1: What Is Offsourcing?........................................... 17 Chapter 2: Offsourcing Market Evolution and Statistics ........ 29 Chapter 3: Offsourcing Benefits ............................................ 49 Chapter 4: Offsourcing Risk Management.............................. 63 Chapter 5: Total Cost of Offsourcing..................................... 79 Chapter 6: Legal Structures..................................................... 91 Chapter 7: The Providers..................................................... 105 Chapter 8: Critical Success Factors...................................... 121 Part II: Planning and Preparing for Success Chapter 9: Building Sponsorship......................................... 135 Chapter 10: Establishing the Business Case......................... 147 Chapter 11: Developing an Offsourcing Road Map.............. 165 Chapter 12: Selecting a Vendor............................................. 185 Part Ill: Executing the Plan Chapter 13: Negotiating Offsourcing Contracts .................. 201 Chapter 14: Restructuring to Build the Franchise ................. 223 Chapter 15: Infrastructure Requirements.............................. 235 Chapter 16: Methodology and Process Management.............247 Chapter 17: Change Management.......................................... 259 Chapter 18: Process Implementation and Metrics Development ...................................................... 277 Part IV: Maintaining and Renewing Your Offshore Initiatives Chapter 19: Managing Vendors and Building Partnerships 291 Chapter 20: The Offsourcing Maturity Model....................... 305 Part V: Offshore Case Studies Chapter 21: Case Study--Outbound Call Center...................323 Chapter 22: Case Study--Software Company........................ 327 Chapter 23: Case Study--Joint Venture ............................... 333 Chapter 24: Case Study--Mid Market ASP Company ..........337 Part VI: Offsourcing Summary Chapter 25: Key Messages....................................................... 343 Chapter 26: A Look at the Future .........................................353 Part VII: Appendices Appendix A: The Offshore Turnaround............................... 363 Appendix B: For Service Providers Only ..............................373 Appendix C: Other Sources of Information......................... 383 Glossary .................................................................................. 387 About the Authors............................................................... 393 Index..................................................................................... 395