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Though controversial, offshoring is an economic reality in today'sglobal business environment. Researchers estimate that 300,000domestic jobs have been exported overseas in the past three years,and that several million will follow in the next several years.Yet, this book does not advocate business process offshoring forthe sake of cutting jobs; rather, it objectively addresses thetactics and strategies involved. Rich in practical advice,Offshoring Opportunities gives managers, executives, andconsultants an understanding of the breadth of complex issues thatswarm around them, such as assessing the organization's suitabilityfor offshoring, the business models available, and managing serviceprovider relationships for value. Offshoring Opportunities providesa framework for thought and discussion—one that managers canapply to their specific pressure-packed, real-world situations. Itincludes:
Faced with increasing global competition, few companies canafford to ignore the offshoring trend. This book helps executives,managers, and consultants assess offshoring options in the contextof their specific operations and business goals. It's a valuablehow-to guide for companies that don't know whether to start, whereto start, or even where they want to end up.
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 ForGrabs.
Setting The Stage For Offshoring.
Drivers Of Offshoring Are Interdependent.
How Big Can This Thing Get?
Cognitive Food Chain.
Invincibility Of The Symbolic Analyst?
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 ValueDelivery Framework.
Strategy Development: Think.
Strategy/Goals Alignment: A Balanced Scorecard Approach.
In House Or Out House: Issue Of Control.
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.
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 DeliveryFramework.
Chapter 7: So Many Choices.
Selection Process: Plan.
Selection Criteria Development.
Chapter 8: Location Is Everything.
Chapter 9: An Alliance Is Forged.
Revise Business Case.
Chapter 10: Let’s Make A Deal.
Chapter 11: Other Relationship Details.
Chief Outsourcing/Offshoring Officer.
Good To Great, Then Offshore Versus Offshore, Then Good ToGreat.
Relationship Defined By Pricing.
Chapter 12: Start Of A Beautiful Friendship.
Ongoing Management: Execute & Manage.
Performance Tracking and Value Auditing.
Final Thoughts On the Offshore Vlaue Delivery Framework.
Chapter 13: Calling All Low Cost Reps.
Mixed Attitudes About Contact Centers.
Chapter 14: Toward Best Practices.