The Handbook of Global Outsourcing and Offshoring

Acknowledgements
Contents
About the Authors
Notes on Contributors
List of Figures
List of Tables
Part I: Making a Sourcing Decision
	1: Overview of the Global Sourcing Marketplace
		Global Sourcing Background
		Drivers, Benefits, and Risks of Global Sourcing
		The 2020 Pandemic and Global Outsourcing and Offshoring
		The Future of Outsourcing and Offshoring
			Trend 1: Spending Will Continue to Rise in All Global Sourcing Markets
			Trend 2: The ITO and BPO Outsourcing Markets Will Continue to Grow Through Both Smaller and Mega Deals
			Trend 3: Digital Resonance Will Become an Important Component of the Service Location Decision
			Trend 4: China’s Investment in ITO and BPO Services Is Still Signalling Promise
			Trend 5: Eco-systems and Partnerships Will Pave the Way to Achieving Innovations
			Trend 6: The Pandemic’s Impact on the Outsourcing Sector Will Continue to Dominate Outsourcing Decisions
			Trend 7: Emerging Sourcing Services Around the Data-Driven Enterprise
			Trend 8: The Rise of Sustainability in IS Sourcing
		Summary
		References
	2: Traditional Sourcing Models
		Overview of Traditional Sourcing Models
		Considerations for Outsourcing and Offshoring
		Identifying the Right Processes for Outsourcing and Offshoring
			Factors Influencing the Suitability of Processes for Outsourcing and Offshoring
			Impact of Operational and Structural Risks on Outsourcing and Offshoring Decisions
			Complex and Problematic Business Processes
		Summary
		References
	3: Internet Delivery Sourcing Models
		Cloud Computing Services
			Cloud-Based Sourcing Models
			On-Premise Versus Cloud Solutions
		Business, Data, and Financial Factors
		Cloud and Security: Perennial and Heightened Concerns
		Cloud Sourcing Management
		Crowdsourcing
			Understanding How Crowdsourcing Environments and Marketplaces Work
			Why Do Buyers Come to OSEs?
			What Challenges Do OSE Buyers Face?
			Can Outsourcing Suppliers Benefit from Crowdsourcing?
		Summary
		References
	4: Country Attractiveness for Sourcing
		An Overview of Sourcing Destinations
		Criteria for Selecting Locations
			Factor 1: Costs
			Factor 2: Skills
				Labour Resources
				Supplier Landscape
			Factor 3: Business and Living Environment
			Factor 4: Quality of Infrastructure
			Factor 5: Risk Profile
			Factor 6: Market Potential
		Nearshoring and Beyond
		Summary
		References
Part II: Building Sourcing Competencies
	5: Supplier Configurations and Capabilities
		Overview of Supplier Configurations
			Multisourcing Configurations and the Role of Service Integrator
			Bundling Services
		The Role of Advisory
		Supplier Capabilities
		Summary
		References
	6: Supplier Selection, Retained Management Capabilities, and Legal Issues
		Supplier Selection: Key Aspects and Considerations
			Market Considerations for Supplier Selection
			Supplier-Selection Process
				Assembling the Supplier-Selection Team
				Defining the Process
				Patience It is important to give suppliers the opportunity to respond to the RFP. The evaluation process should not be started (beyond a brief look to check for completion) before the deadline for receiving responses has come and gone. As
				Proposal Evaluation
				Due Diligence and Site Visit
				Assessing Supplier Vulnerabilities
			Common Mistakes When Selecting Suppliers
			Client Attractiveness Through the Supplier’s Eyes
		Client Sourcing Capabilities: The Retained IT Function
		Legal Issues
			Confidentiality
			Security
			Intellectual Property
			Compliance
		The Contract
		Summary
		References
	7: Leveraging Knowledge and Expertise
		Integrating Knowledge and Outsourcing Strategy
			Leveraging Knowledge Through Intellectual and Social Capital
		Knowledge Transfer Between On-Site and Offshore Teams
			Dealing with Knowledge Asymmetry in Offshore Sourcing
			A Transactive Memory System Between On-Site and Offshore Teams
		Managing Expertise Within and Between Projects
			Coordination Mechanisms to Facilitate Knowledge Processes in Global Teams
			Practices for Managing Dispersed Expertise
		Summary
		References
Part III: Managing Sourcing Relationships
	8: The IT Outsourcing Life Cycle and the Transition Phase
		Key Stages of the Outsourcing Life Cycle
			Architect Phase
			Engage Phase
			Operate Phase
			Regenerate Phase
			The Next Life-Cycle Round
		Managing the Transition Stage: Key Issues and Best Practices
			Managing the Transition Project
				Roles and Responsibilities for Transition Methodology
				Intellectual Property and Security
				Risk Assessment and Contingency Plan
				Knowledge Transfer and Training
				Communications
				Close-Out and Acceptance
		Summary
		References
	9: Governance of Outsourcing Projects
		The Basics of Governance in Traditional Outsourcing
		Service-Level Agreement
		Governing Structures
		Roles Involved in Governing Outsourcing
		Effective Governance Practices for Offshore Outsourcing
		Summary
		References
	10: Managing Globally Distributed Teams
		Challenges Faced by Globally Distributed Teams
		Division of Work
		Inter-site Coordination Mechanisms
		Communication Practices
		Tools and Technologies for Globally Distributed Teams
			Collaborative Technologies
		Socialisation and the Role of Face-to-Face Meetings in Global Teams
		Challenges in Multicultural Teams
		The Role of the Client in Distributed Collaboration
		Summary
		References
	11: Captive and Shared Service Centres
		Background
		A Historical Perspective on Offshoring and Captive Centres
		Captive-Centre Strategies
		Future Trends in the Captive Industry
		Shared Service Centres: Introduction
		Shared Service Centres and Sourcing Models
		COVID-19 and Beyond
		Summary
		Additional References
			References
	12: Innovation Through Outsourcing
		The Innovation Through Outsourcing Debate
		The Role of Strategy and Internal Capability to Innovate When Pursuing Innovation Through Outsourcing
		Tapping into External Innovation Sources
		How to Achieve Innovation Through Outsourcing: The Innovation Ladder
			Step 1: Strategise Innovation
			Step 2: Design-Measurement Instruments
			Step 3: Assess Supplier’s Innovation Capability
			Step 4: Design a Contract for Innovation
			Step 5: Facilitate Relationship Building
			Step 6: Measure Innovation Performance
		Innovation Through Outsourcing: Other Findings
		The Emergence of Innovation Eco-Systems
		Summary
		References
References
Index