  Offshoring Opportunities: Strategies and Tactics for Global Competitiveness
ISBN: 978-0-471-71673-0
Hardcover
272 pages
October 2005
US $73.95
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Acknowledgment.
Chapter 1: Offshoring And Its Discontents.
What Is Offshoring?
Understanding Offshoring The Way A Manager Would.
Business Process Offshoring.
Chapter 2: Everything You Can Send Down A Wire Is Up For Grabs.
Setting The Stage For Offshoring.
Drivers Of Offshoring Are Interdependent.
How Big Can This Thing Get?
Cognitive Food Chain.
Invincibility Of The Symbolic Analyst?
Offshoring Innovation.
Chapter 3: Coase And The Changing Nature Of Work.
Will The Nature Of Work Change?
Software Industry Offers Hints.
Offshoring Offers Hints.
Chapter 4: Pouring The Foundation: The Offshoring Value Delivery Framework.
Strategy Development: Think.
Strategy/Goals Alignment: A Balanced Scorecard Approach.
In House Or Out House: Issue Of Control.
Chapter Takeaway.
Chapter 5: Is The Organization Ready?
Strategic Level Readiness.
Building The Safety Net.
Argument For A Big Response.
Operational Level Readiness.
Operational Level Readiness: The Elements.
When The Operational Framework Fails.
Belief In Empiricism Is The Answer.
A Shared Services Perspective.
Business Case.
Chapter Takeaway.
Chapter 6: Making The Case.
Business Case Lives.
Process Of Discovery.
Captive Versus Service Provider Business Case.
Total Value Of A Business Case.
How To Represent Costs.
Offshoring Cost/Benefit Model.
Mapping Costs Analysis To The Offshoring Value Delivery Framework.
Chapter 7: So Many Choices.
Selection Process: Plan.
Selection Criteria Development.
Chapter Takeaway.
Chapter 8: Location Is Everything.
Site Selection.
Chapter Takeaway.
Chapter 9: An Alliance Is Forged.
Relationship Building.
Pilot Project.
Security Framework.
Revise Business Case.
Chapter Takeaway.
Chapter 10: Let’s Make A Deal.
Contracting.
Chapter Takeaway.
Chapter 11: Other Relationship Details.
Chief Outsourcing/Offshoring Officer.
Good To Great, Then Offshore Versus Offshore, Then Good To Great.
Relationship Defined By Pricing.
Exit Strategy.
Chapter Takeaway.
Chapter 12: Start Of A Beautiful Friendship.
Ongoing Management: Execute & Manage.
Transition.
Performance Tracking and Value Auditing.
Governance.
Final Thoughts On the Offshore Vlaue Delivery Framework.
Chapter Takeaway.
Chapter 13: Calling All Low Cost Reps.
Mixed Attitudes About Contact Centers.
Chapter Takeaway.
Chapter 14: Toward Best Practices.
Index.
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