Global Services Outsourcing

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Ronan McIvorCambridge University PressEdition: Illustrated, 7/22/2010EAN 9780521765466, ISBN10: 0521765463Hardcover, 298 pages, 24.9 x 18.3 x 2 cmLanguage: EnglishServices outsourc ing is an increasingly attractive option for firms seeking to reduce costs and achieve service improvements. Many organisations now choose to transfer responsibility for entire functions such as human resources, finance and information technology services to both local and global vendors. Yet outsourcing such functions is a complex process, one that is driven by factors that transcend cost considerations alone. Issues such as service design, unbundling processes, managing work across different cultures and time zones, and business process redesign have all become important elements of managing services outsourcing arrangements. This book uses tools and techniques from a variety of disciplines to show how to successfully plan, implement and manage services outsourcing arrangements. Based on in-depth analysis of large-scale outsourcing arrangements across a wide range of sectors, this is an excellent resource for both academics and practitioners who wish to understand more about this complex phenomenon.List of figuresList of tablesList of illustrationsAcknowledgements1. Introduction2. Global services outsourcing overview3. Making the services outsourcing decision4. Location and sourcing model choice in global services outsourcing5. Managing global services outsourcing arrangements6. Creating shared services arrangements7. Services outsourcing and performance management8. Services outsourcing and the spin-off arrangement9. Learning from failure and strategies for recovery in business process outsourcing10. ConclusionsGlossaryIndex. Show more