Strategic outsourcing: the alchemy to business transformation in a globally converged world
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Berlin [u.a.]
Springer
2011
|
| Schriftenreihe: | Management for professionals
|
| Schlagworte: | |
| Online-Zugang: | Inhaltstext Inhaltsverzeichnis |
| Beschreibung: | XXIII, 227 S. graph. Darst. |
| ISBN: | 9783642222085 3642222080 |
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IMAGE 1
CONTENTS
1 ROLE OF STRATEGIC SOURCING IN A CHANGING WORLD 1
1.1 ECONOMIC DRIVERS 1
1.1.1 CHALLENGING TIMES LEADING TO CHANGING BUSINESS MODELS AND PRACTICE
2
1.1.2 CONTRARY FORCES AT WORK 2
1.1.3 ALL EYES ON COST 2
1.1.4 ALLABOARD 3
1.1.5 MIXED FORTUNES FOR THE OUTSOURCING INDUSTRY 4
1.1.6 CHANGING COMMERCIAL MODELS 5
1.1.7 GETTING IT RIGHT 5
1.2 TAKE AWAYS 6
2 GLOBALISATION AND CONVERGENCE: DRIVERS AND STRATEGIC OUTSOURCING 7
2.1 INTRODUCTION 7
2.2 CONVERGENT WORLD 8
2.3 RAISING BARRIERS TO GLOBALISATION AND CONVERGENCE 10 2.4 ADAPTING
BUSINESSES TO COMPETE ON A GLOBAL LEVEL 11 2.5 A CASE IN POINT: THE RISE
OF INDIA 16
2.6 TAKEAWAYS 19
3 SOCIAL AND PHILOSOPHICAL CONSIDERATIONS OF OUTSOURCING 21 3.1
INTRODUCTION 21
3.2 ECONOMIC CONSEQUENCES 22
3.3 SOCIAL CONSEQUENCES 23
3.4 SEPARATING THE SPIN FROM REALITY 24
3.5 POLICY IMPLICATIONS 24
3.6 TAKE AWAYS 25
REFERENCES 25
BIBLIOGRAFISCHE INFORMATIONEN HTTP://D-NB.INFO/1012462773
DIGITALISIERT DURCH
IMAGE 2
X CONTENTS
4 FROM TACTICAL TO STRATEGIC OUTSOURCING 27
4.1 INTRODUCTION 27
4.2 THE ROLE OF RELATIONSHIPS 28
4.3 INFORMATION TECHNOLOGY OUTSOURCING AND THE CLOUD 31 4.3.1 CLOUD
COMPUTING AND IT OUTSOURCING 31
4.3.2 CLOUD SERVICES 32
4.3.3 THE CHALLENGES OF CLOUD SOURCING 36
4.3.4 CLOUDVENDORS 37
4.4 BUSINESS PROCESS OUTSOURCING AND CALL CENTRES 38
4.4.1 DEFINING BPO SERVICES BY ORGANISATIONAL IMPACT 39 4.4.2 DRIVERS
FOR CUSTOMER SERVICE OUTSOURCING 41
4.4.3 THE FUTURE OF CALL CENTRES 43
4.5 TRAVEL, TRANSPORT AND LOGISTICS OUTSOURCING 44
4.5.1 DRIVERS FOR LOGISTICS OUTSOURCING 44
4.6 FINANCE AND ACCOUNTING OUTSOURCING 45
4.6.1 DRIVERS FOR F&A OUTSOURCING 46
4.7 HUMAN RESOURCE AND RECRUITMENT PROCESSING OUTSOURCING 47 4.7.1
DRIVERS FOR HRO 47
4.8 KNOWLEDGE PROCESS OUTSOURCING 48
4.8.1 TYPICAL KPO SERVICES 49
4.8.2 CHALLENGES IN KNOWLEDGE PROCESS OUTSOURCING 50 4.9 LEGAL PROCESS
OUTSOURCING 51
4.9.1 DRIVERS FOR LPO IN LAW FIRMS 52
4.9.2 WHAT NOT TO OUTSOURCE 52
4.9.3 LSO CHALLENGES 52
4.9.4 CORPORATIONS RATHER THAN LEGAL FIRMS DRIVING LSO 53 4.10 TAKE
AWAYS 54
5 OUTSOURCING WITHIN INDUSTRY VERTICALS 55
5.1 BANKING SECTOR 55
5.1.1 BANKING VALUE CHAIN 56
5.1.2 OUTSOURCING DRIVERS FOR BANKING SECTOR 57
5.2 INSURANCE SECTOR 58
5.2.1 INSURANCE SECTOR VALUE CHAIN 60
5.3 THE TELECOMS AND TECHNOLOGY SECTOR 62
5.3.1 MAIN DRIVERS FOR OUTSOURCING AND MANAGED SERVICES 63 5.4 PUBLIC
SECTOR 67
5.4.1 A MEANS TO RADICALLY TRANSFORM SERVICE PROVISION 68 5.4.2 EVOLVING
GENERATIONS OF OUTSOURCING 69
5.4.3 THE DRIVERS FOR OUTSOURCING IN THE PUBLIC SECTOR 72 5.4.4
PUBLIC-PRIVATE PARTNERSHIPS (PPP) 73
5.4.5 OUTSOURCING OFFSHORE VERSUS ONSHORE 73
5.4.6 A CLOSED MARKET FOR NEW SUPPLIERS 74
IMAGE 3
CONTENTS X
5.5 RETAIL SECTOR 74
5.5.1 DRIVERS 75
5.5.2 OUTSOURCING DRIVERS NOT JUST FOCUSED ON COST 75 5.5.3 THE NEED FOR
AN INTEGRATED CONTACT MANAGEMENT STRATEGY . 75 5.5.4 TRANSFORMING
CUSTOMER SERVICE COST CENTRES INTO SALES CENTRES 76
5.5.5 THE NEED FOR GREATER PRO-ACTIVITY 76
5.6 CHARITY SECTOR 77
5.7 THE SME SECTOR 78
5.8 TAKE AWAYS 79
REFERENCES 80
6 STRATEGIC OUTSOURCING: RISKS, REWARDS AND RELATIONSHIPS 81 6.1 REWARDS
81
6.2 RISKS 84
6.2.1 LOSS OF CORE COMPETENCE AND INNOVATION CAPABILITY 85 6.2.2 COST
ESCALATION 86
6.2.3 SUPPLY MARKET RISK 86
6.2.4 CHANGE MANAGEMENT COSTS 87
6.2.5 SELECTION, CONTRACTING AND VENDOR MANAGEMENT 87 6.2.6
COMMUNICATION CHALLENGES 87
6.3 RELATIONSHIPS 87
6.3.1 KNOWLEDGE RETENTION 89
6.3.2 TRUST 89
6.4 TAKE AWAYS 91
REFERENCES 91
7 SOURCING MODELS 93
7.1 EVOLUTION OF SOURCING MODELS 93
7.2 TAKEAWAYS 98
8 STRATEGIC OUTSOURCING DECISION GOVERNANCE 101
8.1 INTRODUCTION 101
8.2 DECISIONS DRIVEN BY CONSENSUS AND DEBATE 107
8.3 SUGGESTED DECISION PROCESS FOR OUTSOURCING 107
8.3.1 DEFINING THE OBJECTIVES 107
8.3.2 OUTSOURCE FOR THE RIGHT REASONS 108
8.3.3 USING A METHODICAL APPROACH 109
8.3.4 ENGAGE WITH ALL STAKEHOLDERS 109
8.3.5 CHOOSING THE RIGHT RELATIONSHIP ILL
8.3.6 NEGOTIATING A ROBUST CONTRACT 112
8.3.7 USE OF PERFORMANCE INCENTIVES 112
8.3.8 ESTABLISH A RELATIONSHIP GOVERNANCE STRUCTURE 112 8.3.9 ESTABLISH
A RELATIONSHIP MANAGEMENT FUNCTION 113 8.3.10 MANAGING HUMAN AND
COMMUNICATION ISSUES 113
IMAGE 4
XII CONTENTS
8.3.11 SINGLE VERSUS MULTI-SOURCING 113
8.3.12 UNDERSTAND THE VENDORS 114
8.4 TAKEAWAYS 115
9 TRANSITION AND RELATIONSHIP GOVERNANCE 117
9.1 INTRODUCTION 117
9.2 MANAGING THE SOFT ISSUES 121
9.3 GOVERNANCE AND RELATIONSHIP MANAGEMENT 123
9.4 TYPICAL GOVERNANCE STRUCTURES 124
9.4.1 JOINT REVIEW BOARD (JRB) 124
9.4.2 SERVICE MANAGEMENT TEAM (SMT) 126
9.4.3 THE OPERATING GROUP/SERVICE DELIVERY TEAM (OGSDT) 126 9.5
GOVERNANCE IN PRACTICE 126
9.6 ROLE OF THE LEGAL CONTRACT 127
9.7 SERVICE LEVEL AGREEMENTS 129
9.8 TAKEAWAYS 131
REFERENCES 131
10 INSIGHTS FROM ACADEMIC RESEARCH ON OUTSOURCING 133
10.1 INTRODUCTION 133
10.1.1 DEFINING OUTSOURCING AND OFFSHORING 133
10.1.2 FROM TACTICAL TO STRATEGIC OUTSOURCING 134
10.1.3 EMPIRICAL STUDIES SUGGEST OUTSOURCING CAN BE A RISKY PRACTICE 135
10.2 OUTSOURCING REWARDS 136
10.2.1 BETTER FOCUS ON THE CORE BUSINESS 136
10.2.2 COST REDUCTION 136
10.2.3 BENEFIT FROM SUPPLIER INVESTMENT AND INNOVATION 137 10.2.4
INCREASED FLEXIBILITY AND TECHNOLOGY 137
10.2.5 GAIN ACCESS TO EXTERNAL COMPETENCIES 137
10.3 OUTSOURCING RISKS 138
10.3.1 STRATEGIC RISKS 138
10.3.2 OPERATIONAL RISKS 139
10.3.3 COMMERCIAL RISKS 140
10.3.4 HUMAN RESOURCE (HR)/COMMUNICATION RISKS 140 10.4 OUTSOURCING
MODELS 141
10.4.1 AGENCY THEORY 142
10.4.2 TRANSACTION COST ECONOMICS (TCE) 142
10.4.3 RESOURCE BASED VIEW (RBV) 143
10.4.4 DYNAMIC RESOURCE (CAPABILITY) MODEL (DRM) 144 10.4.5 INCOMPLETE
CONTRACT THEORY 144
10.4.6 OTHERMODELS 145
10.5 TAKEAWAYS 147
REFERENCES 147
IMAGE 5
CONTENTS XIUE
11 MINIMISING RISK THROUGH THE CONTRACT 151
11.1 INTRODUCTION 151
11.2 OUTCOME BASED ACCOUNTING CONTROLS 152
11.3 APPROPRIATE CONTRACTUAL CLAUSES 152
11.4 CONTRACT AS AN ENABLER OF TRUST 153
11.5 TAKEAWAYS 154
12 MINIMISING RISK THROUGH RELATIONSHIPS 155
12.1 INTRODUCTION 155
12.2 TRUST 155
12.2.1 ORGANISATIONAL TRUST 157
12.2.2 GROUP TRUST 157
12.2.3 INDIVIDUAL TRUST 157
12.2.4 CREATING INSTITUTIONAL MECHANISMS FOR BUILDING TRUST 157 12.3
CONTROL AND ITS RELATIONSHIP TO TRUST 158
12.4 VENDOR SELECTION 159
12.5 SERVICE LEVEL AGREEMENTS AS A MEANS OF CONTROL 163 12.6
COLLABORATION 164
12.7 RELATIONSHIP MANAGEMENT AND INTERNAL KNOWLEDGE RETENTION . 165
12.8 NECESSITY OF LEGAL CONTRACTS FOR POSITIVE TRUST DEVELOPMENT 168
12.9 ADAPTATION TO CULTURAL DIFFERENCES 169
12.10 KNOWLEDGE TRANSFER 169
12.11 MANAGING DISTANCE AND COMMUNICATION CHALLENGES 170 12.12
CONTINUOUS IMPROVEMENT 170
12.13 RISK MINIMISATION IN PRACTICE 171
12.14 TAKEAWAYS 173
REFERENCES 173
13 OFFSHORING LEADERS, LAGGARDS AND HOPEFULS 1 75
13.1 INTRODUCTION 175
13.2 LOCATION SELECTION 176
13.2.1 FROM COUNTRIES TO CITIES 177
13.3 CRITERIA TO ASSESS THE LOCATION DECISION 179
13.3.1 FACTOR WEIGHTINGS 179
13.3.2 COUNTRY EVALUATION 180
13.3.3 RELATIVE MERITS OF EACH LOCATION, BASED ON A RATIONAL ANALYSIS
180
13.4 EFFECTS OF THE RECENT POLITICAL UNREST ON OFFSHORING 181 13.5 THE
OUTSOURCING INDUSTRY IN ASIA 182
13.6 THE OUTSOURCING INDUSTRY IN INDIA 184
13.6.1 INFRASTRUCTURE CHALLENGES 186
13.7 THE OUTSOURCING INDUSTRY IN CHINA 192
13.8 THE OUTSOURCING INDUSTRY IN PHILIPPINES 193
13.9 THE OUTSOURCING INDUSTRY IN EUROPE 194
13.10 THE OUTSOURCING INDUSTRY IN NORTH AMERICA AND LATIN AMERICA 195
IMAGE 6
XIV CONTENTS
13.11 THE OUTSOURCING INDUSTRY IN MIDDLE EAST AND AFRICA 196 13.12
TAKEAWAYS 197
REFERENCES 198
14 MANAGING CULTURAL DIFFERENCES 199
14.1 INTRODUCTION 199
14.2 CULTURAL INFLUENCES ON MANAGEMENT STYLE 200
14.3 CULTURAL INFLUENCES ON HIERARCHY 201
14.4 CULTURAL INFLUENCES ON GROUP RELATIONSHIPS AND MOTIVATIONS 202 14.5
CULTURAL INFLUENCES ON NEGOTIATION STYLES 202
14.6 DISTINCTIONS BLURRING BETWEEN CULTURAL DIMENSIONS 202 14.7 CULTURAL
DIFFERENCES IN EVIDENCE 203
14.8 TAKE AWAYS 206
REFERENCES 206
15 IMPLEMENTING SUCCESSFUL STRATEGIC OUTSOURCING PROGRAMMES 207 15.1 THE
EIGHT PRINCIPLES TO SUCCESS 207
15.2 PRINCIPLE 1 : STRONG YET FLEXIBLE CONTRACTS 209
15.3 PRINCIPLE 2: EFFECTIVE GOVERNANCE 210
15.4 PRINCIPLE 3: EFFECTIVE CONTROL AND MONITORING 211
15.5 PRINCIPLE 4: BUILDING COMMITMENT AND MUTUAL DEPENDENCE 212 15.6
PRINCIPLE 5: ENSURING GOAL/EXPECTATION ALIGNMENT 213 15.7 PRINCIPLE 6:
BUILDING INDIVIDUAL AND INSTITUTIONAL TRUST 215 15.8 PRINCIPLE 7:
MANAGING EFFECTIVE COLLABORATION
AND KNOWLEDGE SHARING 215
15.9 PRINCIPLE 8: EFFECTIVE COMMUNICATIONS 216
15.10 A SUMMARY OF STRATEGIC OUTSOURCING: RISKS, REWARDS AND
RELATIONSHIPS 216
15.10.1 DON'T START AT THE END 216
15.10.2 ESTABLISH WHAT IS CORE 218
15.10.3 ESTABLISH WHAT SUCCESS MEANS 218
15.10.4 MEASURING SUCCESS 218
15.10.5 MAKING IT HAPPEN: EVER HAD A YEARLONG MIGRAINE? . 219 15.10.6
THE TRUE PICTURE 220
15.10.7 IT'S NOT ALL PLAIN SAILING 220
15.10.8 IMPACT ON STRATEGY AND VALUE RETENTION 221
15.10.9 DON'T OVERLOOK THE CHALLENGES 221
15.10.10 ORGANISATIONAL CHANGE 221
15.10.11 CULTURAL ADAPTION 222
15.10.12 DETAILED CONTRACTUAL AGREEMENT 222
15.10.13 KNOWLEDGEABLE RESOURCES 222
REFERENCES 222
FURTHER READING 223 |
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| discipline | Wirtschaftswissenschaften |
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| series2 | Management for professionals |
| spelling | Vagadia, Bharat Verfasser aut Strategic outsourcing the alchemy to business transformation in a globally converged world Bharat Vagadia Berlin [u.a.] Springer 2011 XXIII, 227 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Management for professionals Unternehmen (DE-588)4061963-1 gnd rswk-swf Strategisches Management (DE-588)4124261-0 gnd rswk-swf Outsourcing (DE-588)4127582-2 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Outsourcing (DE-588)4127582-2 s Strategisches Management (DE-588)4124261-0 s DE-604 X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=3835649&prov=M&dok_var=1&dok_ext=htm Inhaltstext DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024573179&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Vagadia, Bharat Strategic outsourcing the alchemy to business transformation in a globally converged world Unternehmen (DE-588)4061963-1 gnd Strategisches Management (DE-588)4124261-0 gnd Outsourcing (DE-588)4127582-2 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4124261-0 (DE-588)4127582-2 |
| title | Strategic outsourcing the alchemy to business transformation in a globally converged world |
| title_auth | Strategic outsourcing the alchemy to business transformation in a globally converged world |
| title_exact_search | Strategic outsourcing the alchemy to business transformation in a globally converged world |
| title_full | Strategic outsourcing the alchemy to business transformation in a globally converged world Bharat Vagadia |
| title_fullStr | Strategic outsourcing the alchemy to business transformation in a globally converged world Bharat Vagadia |
| title_full_unstemmed | Strategic outsourcing the alchemy to business transformation in a globally converged world Bharat Vagadia |
| title_short | Strategic outsourcing |
| title_sort | strategic outsourcing the alchemy to business transformation in a globally converged world |
| title_sub | the alchemy to business transformation in a globally converged world |
| topic | Unternehmen (DE-588)4061963-1 gnd Strategisches Management (DE-588)4124261-0 gnd Outsourcing (DE-588)4127582-2 gnd |
| topic_facet | Unternehmen Strategisches Management Outsourcing |
| url | http://deposit.dnb.de/cgi-bin/dokserv?id=3835649&prov=M&dok_var=1&dok_ext=htm http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024573179&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT vagadiabharat strategicoutsourcingthealchemytobusinesstransformationinagloballyconvergedworld |