Multi-national and intercultural services organisations and the integration in front of global clients:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Frankfurt am Main ; Berlin
Lang
2011
|
| Ausgabe: | 1. Aufl. |
| Schriftenreihe: | Nordeuropäische Beiträge aus den Human- und Gesellschaftswissenschaften
31 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 234 S. Ill., graph. Darst., Kt. |
| ISBN: | 9783631616000 |
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| 245 | 1 | 0 | |a Multi-national and intercultural services organisations and the integration in front of global clients |c Christoph O.-Ph. von Gamm |
| 250 | |a 1. Aufl. | ||
| 264 | 1 | |a Frankfurt am Main ; Berlin |b Lang |c 2011 | |
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| adam_text | IMAGE 1
XI
TABLE OF CONTENTS
1 INTRODUCTION 1
1.1 INTRODUCTION - INSIGHT OVERVIEW 1
1.2 PROBLEM STATEMENT 4
1.3 RESEARCH SUBJECT - CAPGEMINI 5
1.4 RESEARCH GROUND: INTERCULTURAL BUSINESS COMMUNICATIONS, CORPORATE
STRATEGY AND SALES MANAGEMENT 6
1.5 REASONS FOR CHOOSING THIS TOPIC 7
1.6 RESEARCH AIM AND OBJECTIVE 8
1.7 STRUCTURE 9
1.8 DEFINITION OF TERMS 9
2 LITERATURE REVIEW 11
2.1 INTERNATIONALIZATION OF SERVICES AND CULTURE 12
2.1.1 WHY DO NATIONS TRADE? 13
2.1.2 WHY DO CORPORATIONS INTERNATIONALIZE? 14
2.1.3 THE INTERNATIONALIZATION OF SERVICES 16
2.1.4 PORTER S DIAMOND 17
2.2 STRATEGY, RESOURCES AND COMPETITIVE ADVANTAGES 19
2.2.1 WHAT ARE RESOURCES AND CAPABILITIES? 20
2.2.2 INVENTORING RESOURCES 21
2.2.3 WHAT ARE CAPABILITIES? 22
2.2.4 GAINING A COMPETITIVE ADVANTAGE 24
2.2.5 FORMULATING A STRATEGY , 25
2.2.6 DEFINING RESOURCE GAPS 25
2.3 INTERCULTURAL DIMENSIONS 26
2.3.1 THE COMMUNICATIVE ACT AND THE CONCEPT OF -UNDERSTANDING 27
2.3.2 MANAGEMENT-RELATED ELEMENTS OF CULTURES 29
2.3.3 THE LEWIS MODEL 31
BIBLIOGRAFISCHE INFORMATIONEN HTTP://D-NB.INFO/1010719831
DIGITALISIERT DURCH
IMAGE 2
UE MULTI-NATIONAL AND INTERCULTURAL SERVICES ORGANISATIONS
2.3.4 THE HOFSTEDE MODEL 32
2.3.5 IMPLEMENTED INTERCULTURAL WORK IN INTERNATIONAL MANAGEMENT 37
2.3.6 THE INDIVIDUAL AND ITS CONTEXT USING DTILFER S LAYERED MODEL 38
2.3.7 RELATIONSHIP ORIENTATION VS. MATTER-ORIENTATION 39
2.3.8 MERGING ENTERPRISE CULTURES USING THEORY Z 40
2.3.9 ENTERPRISE AND INDIVIDUAL, LANGUAGE TYPOLOGIES 42
2.3.10 CONFLICT HANDLING - INDIRECT VS. DIRECT COMMUNICATIONS 43
2.3.11 INTERCULTURAL WORK: WORKING WITH RIGHTSHORE, POLAND AND INDIA 45
2.3.12 HOW DO COMMUNICATE WITH A PROCESS MODEL - THE ITIL MODEL 46
2.3.13 OFFSHORE AND RIGHTSHORE CONCEPTS 49
2.4 SALES - MANAGING THE BRIDGE BETWEEN CULTURES AND FIRMS 49
2.4.1 ESTABLISHING SALES FORCE OBJECTIVES 51
2.4.2 GROWING THE BUSINESS 51
2.4.3 OPTIONS OF GROWTH 52
2.4.4 AN-ORGANIC GROWTH THROUGH ACQUISITIONS 52
2.4.5 ORGANIC GROWTH THROUGH TARGET ACCOUNT SELLING 53
2.4.6 GROWTH AND ORGANIZATIONAL SETUP 54
2.4.7 PERFORMANCE MANAGEMENT AND MEASUREMENT 55
2.4.8 WINNING AND LOSING 55
2.4.9 PLANNING TO WIN: TERRITORY-, ACCOUNT- AND OPPORTUNITY PLANNING....
57
2.4.10 SALES AND MANAGING KEY ACCOUNTS 63
2.5 SELLING INTO GLOBAL ACCOUNTS 63
2.5.1 PLANNING ACCOUNTS AND OPPORTUNITIES 65
2.5.2 OPPORTUNITY DEVELOPMENT AND PIPELINE MANAGEMENT 66
2.5.3 THE SALES PROCESS SELLING STAGES 67
2.6 LEADING DEALS 68
2.6.1 DEAL PHASES AND BUYER CONCERNS 68
2.6.2 PLANNING TO WIN THE DEAL: OPPORTUNITY ANALYSIS AND CLIENT PURSUITS
69
2.6.3 MEETING THE CLIENT 70
2.6.4 CLIENT FACING ACTIVITIES AND CLIENT FACE TIME 70
2.6.5 CAPITALIZING UPON EXISTING SUCCESS - REFERENCE USAGES 71
2.6.6 BORDER-CROSSING ACTIVITIES-WORKING TOGETHER WITH OTHER ENTITIES 71
2.6.7 WINNING AND LOSING - REASONS OF LOSS OF OPPORTUNITY 71
2.7 MEASURING AND REWARDING PERFORMANCE 72
IMAGE 3
MULTI-NATIONAL AND INTERCULTURAL SERVICES ORGANISATIONS XIII
2.7.1 SALES COMPENSATION 72
2.7.2 MEASURING BUSINESS SUCCESS USING A BALANCED SCORECARD 73
2.8 CHAPTER SUMMARY 76
3 OUTSOURCING INTO NON-WESTERN COUNTRIES 77
3.1 GLOBAL OPERATIONS - COMPARING COUNTRIES 78
3.1.1 THE FINANCIAL RATIONALE FOR AN OFF-SHORED OUTSOURCING 78
3.1.2 SCREENING FOR A SUITABLE PLACE 82
3.1.3 EXCLUSION OF INAPPROPRIATE REGIONS 83
3.2 INDIA AS A COUNTRY FOR OUTSOURCING AND OFFSHORING 85
3.2.1 INDIA AS A COUNTRY 86
3.2.2 FOUR DIFFERENT INDIAS 87
3.2.3 INDIA S OUTSOURCING LANDSCAPE 93
3.2.4 ADVANTAGES AND DISADVANTAGES OF INDIA IN A GLANCE 94
3.3 POLAND AS AN OFFSHORING COUNTRY 95
3.3.1 POLAND OVERVIEW 95
3.3.2 POLAND S OUTSOURCING LANDSCAPE 96
3.3.3 ADVANTAGES AND DISADVANTAGES OF POLAND IN A GLANCE 97
3.4 CHILE AS AN OFFSHORING COUNTRY 98
3.4.1 CHILE OVERVIEW 98
3.4.2 CHILE OUTSOURCING LANDSCAPE 100
3.4.3 ADVANTAGES AND DISADVANTAGES OF CHILE IN A GLANCE 100
3.5 ROMANIA AS AN OFFSHORING COUNTRY 101
3.5.1 ROMANIA OVERVIEW 101
3.5.2 ROMANIA OUTSOURCING LANDSCAPE : 102
3.5.3 ADVANTAGES AND DISADVANTAGES OF ROMANIA AT A GLANCE 102
3.6 KEY SUCCESS FACTORS IN CHOOSING THE RIGHT OFFSHORING COUNTRY 103
3.6.1 RECOMMENDATION NR 1: INDIA 104
3.6.2 STRATEGIC LIMITATION OF GLOBALLY OPERATING SERVICE PROVIDERS 104
3.7 IMPLEMENTING COOPERATION WITH GLOBAL OUTSOURCING COMPANIES 105
3.7.1 ENTRY MODE: LEARNING BY DOING 105
3.7.2 MAKE OR BUY 106
3.7.3 EXTENDING ORGANIZATIONAL RELATIONSHIPS 106
3.7.4 EXPANDING EXTERNAL STRUCTURES 107
3.7.5 ALIGNING FUNCTIONS STRATEGICALLY 108
IMAGE 4
XVI MULTI-NATIONAL AND INTERCULTURAL SERVICES ORGANISATIONS
6.3.8 PAYMENT MODELS FOR KEY ACCOUNT MANAGERS: QUESTION SET 22 162
6.3.9 ACCOUNT AND TERRITORY PLANNING Q23 AND 24 164
6.4 COMMENTS BY COLLEAGUES 164
6.4.1 COMMENTS ON THE ORGANIZATIONAL CHANGE: 164
6.4.2 COMMENTS ON IMPROVING CLIENT INTIMACY 166
6.4.3 COMMENTS ON IMPROVING CLIENT INTIMACY 166
6.4.4 COMMENTS ON IMPROVING INDUSTRIALIZATION 167
6.4.5 COMMENTS ON IMPROVING INNOVATION 167
6.5 DISTILLING THE SURVEY INTO HOFSTEDE S CULTURE DIMENSIONS 168
6.5.1 THE TOTAL CAPGEMINI SAMPLE 170
6.5.2 TECHNOLOGY SERVICES AND HOFSTEDE 171
6.5.3 CONSULTING SERVICES 171
6.5.4 OUTSOURCING SERVICES 172
6.6 LIMITATIONS OF THIS SURVEY 172
6.7 CONCLUSION OF THIS CHAPTER 173
7 CONCLUSION, CHANGE RECOMMENDATION AND IMPLEMENTATION 174
7.1 INTRODUCTION 174
7.2 CONCLUSION ABOUT THE RESEARCH OBJECTIVES 174
7.2.1 RO 1: DOES CROSS-DISCIPLINE COLLABORATION YIELD RETURNS? 175
7.2.2 RO 2: THE INTERCULTURAL SALES SUCCESS 176
7.2.3 RO 3: HOW SHOULD ACCOUNT MANAGEMENT BE CONDUCTED? 177
7.2.4 RO 4: HOW TO STEER A COMMON ACCOUNT MANAGEMENT FUNCTION? 177
7.2.5 RO 5: HOW TO MEASURE, SCORE AND PAY? 178
7.3 RECOMMENDING A CHANGE 178
7.3.1 STRUCTURAL CHANGE: TEAM STRUCTURE 179
7.3.2 BUILDING OF CLUSTERS 180
7.3.3 CLUSTER SETUP-BASE LAYOUT 182
7.4 BRINGING GLOBAL VALUE TO CLIENTS 183
7.4.1 ORGANISATIONAL SETUP 184
7.4.2 INCLUSION OF GLOBAL RESOURCES IN SWITZERLAND 184
7.4.3 KEY RELATIONSHIP MANAGERS - INTERCULTURAL AMBASSADORS 185
7.5 IMPLEMENTING THE CHANGE 186
7.5.1 COMMUNICATION OF STRATEGY 186
7.5.2 THE STEPS OF CHANGE 186
IMAGE 5
MULTI-NATIONAL AND INTERCULTURAL SERVICES ORGANISATIONS XVII
7.5.3 ENACTING THE CHANGE 187
7.5.4 FIELD FORCE ANALYSIS 187
7.5.5 DRIVING FORCES 187
7.5.6 RESTRAINING FORCES 188
7.5.7 DRIVING THE CHANGE TOWARDS A NEW MODEL 188
7.5.8 SHORTENING THE IMPLEMENTATION DIP 189
7.5.9 CHANGING THE BEHAVIOR 190
7.6 PILOTING THE CHANGE IN A DESIRED AREA 191
7.7 MEASURING SUCCESS 192
7.7.1 TARGET AND MEASUREMENT 193
7.7.2 BALANCED SCORECARD TO TRACK SUSTAINABILITY 193
7.8 SUMMARY AND CONCLUSION 201
8 THESIS-LIKE SUMMARY 202
ABBREVIATIONS 204
TABLE OF FIGURES 205
TABLE OF TABLES 209
BIBLIOGRAPHY 211
APPENDIX 225
CAPGEMINI - SALES MANAGEMENT SURVEY (NOVEMBER 2009) 225
CROSS-REFERENCE 232
|
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| author_variant | c v g cv cvg |
| building | Verbundindex |
| bvnumber | BV037379910 |
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| dewey-full | 658.049 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.049 |
| dewey-search | 658.049 |
| dewey-sort | 3658.049 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Soziologie Wirtschaftswissenschaften |
| edition | 1. Aufl. |
| format | Thesis Book |
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| spelling | Gamm, Christoph von Verfasser aut Multi-national and intercultural services organisations and the integration in front of global clients Christoph O.-Ph. von Gamm 1. Aufl. Frankfurt am Main ; Berlin Lang 2011 XVII, 234 S. Ill., graph. Darst., Kt. txt rdacontent n rdamedia nc rdacarrier Nordeuropäische Beiträge aus den Human- und Gesellschaftswissenschaften 31 Zugl.: Frankfurt (Oder), Europa-Univ., Diss., 2010 Outsourcing (DE-588)4127582-2 gnd rswk-swf Internationalisierung (DE-588)4162106-2 gnd rswk-swf Innerbetriebliche Kooperation (DE-588)4027061-0 gnd rswk-swf Interkulturelles Management (DE-588)4343519-1 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Dienstleistungsbetrieb (DE-588)4012181-1 s Internationalisierung (DE-588)4162106-2 s Interkulturelles Management (DE-588)4343519-1 s Innerbetriebliche Kooperation (DE-588)4027061-0 s Outsourcing (DE-588)4127582-2 s DE-604 Nordeuropäische Beiträge aus den Human- und Gesellschaftswissenschaften 31 (DE-604)BV006158999 31 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022533056&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Gamm, Christoph von Multi-national and intercultural services organisations and the integration in front of global clients Nordeuropäische Beiträge aus den Human- und Gesellschaftswissenschaften Outsourcing (DE-588)4127582-2 gnd Internationalisierung (DE-588)4162106-2 gnd Innerbetriebliche Kooperation (DE-588)4027061-0 gnd Interkulturelles Management (DE-588)4343519-1 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4127582-2 (DE-588)4162106-2 (DE-588)4027061-0 (DE-588)4343519-1 (DE-588)4012181-1 (DE-588)4113937-9 |
| title | Multi-national and intercultural services organisations and the integration in front of global clients |
| title_auth | Multi-national and intercultural services organisations and the integration in front of global clients |
| title_exact_search | Multi-national and intercultural services organisations and the integration in front of global clients |
| title_full | Multi-national and intercultural services organisations and the integration in front of global clients Christoph O.-Ph. von Gamm |
| title_fullStr | Multi-national and intercultural services organisations and the integration in front of global clients Christoph O.-Ph. von Gamm |
| title_full_unstemmed | Multi-national and intercultural services organisations and the integration in front of global clients Christoph O.-Ph. von Gamm |
| title_short | Multi-national and intercultural services organisations and the integration in front of global clients |
| title_sort | multi national and intercultural services organisations and the integration in front of global clients |
| topic | Outsourcing (DE-588)4127582-2 gnd Internationalisierung (DE-588)4162106-2 gnd Innerbetriebliche Kooperation (DE-588)4027061-0 gnd Interkulturelles Management (DE-588)4343519-1 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Outsourcing Internationalisierung Innerbetriebliche Kooperation Interkulturelles Management Dienstleistungsbetrieb Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022533056&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV006158999 |
| work_keys_str_mv | AT gammchristophvon multinationalandinterculturalservicesorganisationsandtheintegrationinfrontofglobalclients |