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Working with India: the softer aspects of a successful collaboration with the Indian IT and BPO industry

Author: Messner, Wolfgang Publisher: Springer, 2009.Language: EnglishDescription: 178 p. : Graphs/Ill./Photos ; 24 cm.ISBN: 9783540890775Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HF1359.43 .I6 M47 2009
(Browse shelf)
001245851
Available 001245851
Book Middle East Campus
Main Collection
Print HF1359.43 .I6 M47 2009
(Browse shelf)
500000821
Available 500000821
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Includes bibliographical references and index

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Working in India The Softer Aspects of a Successful Collaboration with the Indian IT and BPO Industry Table of Contents Foreword from Capgemini..................................................................................... v Foreword from SIETAR India.............................................................................. vi Preface.................................................................................................................... vii Acknowledgements................................................................................................. ix 1 Why Intercultural Competency?....................................................................... 1 1.1 Definition of Culture.................................................................................... 1 1.2 Research on Intercultural Dimensions...........................................................2 1.2.1 Power Distance.................................................................................. 5 1.2.2 Individualism and Collectivism......................................................... 9 1.2.3 Assertiveness.................................................................................... 12 1.2.4 Uncertainty Avoidance.................................................................... 15 1.2.5 Future Orientation........................................................................... 17 1.2.6 Performance Orientation.................................................................. 19 1.2.7 Gender Egalitarianism......................................................................20 1.2.8 Humane Orientation......................................................................... 22 1.3 Intercultural View Against India................................................................. 25 1.4 Soft Skills Key to Success........................................................................... 25 1.5 Phases of Intercultural Encounters.............................................................. 27 1.6 Learning Intercultural Communication....................................................... 27 2 India -- the Country......................................................................................... 29 2.1 Geography....................................................................................................29 2.2 Brief History................................................................................................ 30 2.2.1 Ancient Times.................................................................................. 31 2.2.2 Modern History................................................................................ 32 2.2.3 Arrival of the Europeans.................................................................. 35 2.2.4 British Colonialism.......................................................................... 37 2.2.5 Post-Independence........................................................................... 39 2.2.6 Age of Reforms................................................................................ 42 2.2.7 Recent Events................................................................................... 44 2.3 Government and Political Parties................................................................ 46 2.4 Economic Situation...................................................................................... 48 3 The Society and Culture in India...................................................................... 51 3.1 Caste System................................................................................................ 51 3.2 Role of the Family...................................................................................... 54 3.3 Educational System...................................................................................... 56 3.4 Key Indian Beliefs, Values, and Avoidances............................................... 60 4 India's IT and BPO Industry................................................................................. 63 4.1 Development of the IT and BPO Industry...................................................... 63 4.1.1 Early Steps Towards Becoming a Computer Economy....................63 4.1.2 Years of Bodyshopping.....................................................................64 4.1.3 Software Technology Park Scheme.................................................. 64 4.1.4 Software Process Improvement........................................................ 65 4.1.5 The Boom Time................................................................................ 66 4.1.6 Critical years Ahead?........................................................................ 70 4.2 The 'Silicon Valleys' of India........................................................................72 4.3 Operating Models......................................................................................... 74 4.3.1 Captive Offshore Centers..................................................................75 4.3.2 Firms of Indian Origin...................................................................... 76 4.3.3 Multi-national Companies.................................................................77 4.4 The Phenomenon of Overheating................................................................. 78 4.5 Potential Downsides..................................................................................... 82 4.5.1 Infrastructure..................................................................................... 82 4.5.2 Currency Risk................................................................................... 84 4.5.3 War, Terror, and Violence................................................................ 85 4.5.4 Criminalization of Politics, Businesses, and Public Life.................. 88 4.5.5 (In-)security of Data..........................................................................91 4.6 Business Continuity Management................................................................ 92 5 Human Resources................................................................................................ 95 5.1 Aspects of Human Resource Management...................................................95 5.1.1 Recruitment....................................................................................... 95 5.1.2 Training............................................................................................. 97 5.1.3 Performance Appraisals.................................................................... 97 5.1.4 Compensation Management............................................................. 98 5.1.5 Employee Turnover and Retention Management............................ 98 5.2 Hierarchy................................................................................................... 102 5.3 Leadership and Management..................................................................... 104 5.4 Typology of Employees............................................................................. 111 6 Interactions with India...................................................................................... 115 6.1 Indian Languages and Indian English ...................................................... 115 6.2 Culture Shock India................................................................................... 118 6.3 First Business Contacts.............................................................................. 120 6.4 Meetings and Negotiations........................................................................ 122 6.5 Communication Skills .............................................................................. 126 6.5.1 Communication from India............................................................ 126 6.5.2 Communicating to India................................................................. 130 6.5.3 Positive Feedback........................................................................... 130 6.5.4 Negative Feedback......................................................................... 132 6.6 Contracts and Agreements......................................................................... 135 6.7 Handling Administration............................................................................ 136 6.8 Business and Social Etiquette.................................................................... 136 7 Conducting Offshore Projects.......................................................................... 139 7.1 Managing from a Distance......................................................................... 139 7.2 Setting up Offshore Projects...................................................................... 140 7.3 Selecting the Team..................................................................................... 143 7.4 Monitoring Progress................................................................................... 145 7.5 Transition from IT Development to Maintenance..................................... 157 8 Use of Expatriates............................................................................................. 149 8.1 Expatriate Requirements............................................................................ 149 8.2 Western Expatriates in India...................................................................... 150 8.2.1 Costs of Expatriate Assignments....................................................150 8.2.2 Expatriate Lifestyle in India........................................................... 151 8.2.3 Returning to the Home Country..................................................... 152 8.2.4 Failure Rate of Expatriate Assignments......................................... 152 8.2.5 Expatriate Strategy for Westerners................................................ 153 8.3 Indian Expatriates in the West................................................................... 156 8.3.1 Onsite Assignments of an Indian....................................................157 8.3.2 Tapping into the NRI Resource Pool..............................................158 8.3.3 Onsite Assignment Strategy for Indians.........................................158 9 Recommendations for Effective Collaboration.............................................. 161 List of Abbreviations........................................................................................... 163 References............................................................................................................. 165 About the Author................................................................................................. 173 Index...................................................................................................................... 176

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