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Books > Business & Economics > Business & management > Management of specific areas > Purchasing & supply management
Trucking in the Age of Information provides a comprehensive overview of the contemporary trucking industry. Prior research on trucking has focused on the effects of deregulation on the industry, but the industry's current transformation is driven by information technology, emerging business strategies, globalization of commodity production and the rise of package express and logistics. The volume brings together acknowledged and emerging scholars of the industry including Thomas Corsi (University of Maryland), Chelsea White III (Georgia Tech), Starr McMullen (Oregon State University), Will Mitchell (Duke University), Jeff Liker (University of Michigan), Francine LaFontaine (University of Michigan), Kristen Monaco (California State University at Long Beach) and Michael Conyngham (International Brotherhood of Teamsters) to address issues including technological change, third party logistics, lean trucking, driver safety and health, homeland security and the consolidation of trucking services. Each chapter provides an overview of industry issues and a discussion of current research.
Best Practice in Inventory Management 3E offers a simple, entirely jargon-free and yet comprehensive introduction to key aspects of inventory management. Good management of inventory enables companies to improve their customer service, cash flow and profitability. This text outlines the basic techniques, how and where to apply them, and provides advice to ensure they work to provide the desired effect in practice. With an unrivalled balance between qualitative and quantitative aspects of inventory control, experienced consultant Tony Wild portrays the many ways in which stock management is more nuanced than simple "number crunching" and mathematical modelling. This long-awaited new edition has been substantially and thoroughly updated. The product of decades of experience and expertise in the field, Best Practice in Inventory Management 3E provides students and professionals, even those with no prior experience in the area, an unbiased and honest picture of what it takes to effectively manage stocks in a firm.
Port Cybersecurity: Securing Critical Information Infrastructures and Supply Chains examines a paradigm shift in the way ports assess cyber risks and vulnerabilities, as well as relevant risk management methodologies, by focusing on initiatives and efforts that attempt to deal with the risks and vulnerabilities of port Critical Information Infrastructures (CII) ecosystems. Modern commercial shipping ports are highly dependent on the operation of complex, dynamic ICT systems and ICT-based maritime supply chains, making these central points in the maritime supply chain vulnerable to cybersecurity threats.
The success of the entire food supply chain depends on the prosperity of farms and local communities. The direct climate change risks faced by the agricultural sector are therefore also risks to businesses and food supply chains. Hence the importance of resilience at farm level, community level and business level when looking at food supply chain policy and management. Climate Change Adaptation and Food Supply Chain Management highlights the issue of adaptation to climate change in food supply chains, the management and policy implications and the importance of supply chain resilience. Attention is given to each phase of the supply chain: input production, agriculture, food processing, retailing, consumption and post-consumption. European case studies demonstrate the vulnerabilities of contemporary food supply chains, the opportunities and competitive advantages related to climate change, and the trans-disciplinary challenges related to successful climate adaptation. The authors argue for a redefinition of the way food supply chains are operated, located and coordinated and propose a novel approach enhancing climate-resilient food supply chain policy and management. This book will be of interest to students, researchers, practitioners and policymakers in the field of climate adaptation and food supply chain management and policy.
Sustainability is a phenomenon that must be pursued in a complex system of interrelated elements of business, society, and ecology. It is important to gain an understanding of these elements, the interplay between them, and the behavior of the system. This book explores the business-societal-and-ecological system in which sustainable innovation has to be envisioned, conceptualized, realized, and improved. Author Bart Bossink offers insight into the systematic coherence of drivers of eco-innovation and sustainability utilizing a three-part approach: (1) eco- and sustainable innovation in business is based on ideas and people who cooperatively develop these ideas; (2) groups of people, organized in commercial firms, must realize these ideas cooperatively and create the innovations that can conquer the market; and (3) that people from governmental, non-governmental, not-for-profit, research, and commercial organizations can build institutional arrangements that stimulate these sustainable innovations, changing both industry and society. Adopting a managerial perspective and discussing concepts and methods to manage eco-innovation in business, this book highlights the interrelated roles of the individual, the firm, partnerships, and business environments. Researchers and practitioners who want to combine a commercial and economical approach with an ethical and social ambition to create an ecologically sustainable firm stand to learn much from these pages.
This book discusses important issues related to managing supply chain disruption risks from various perspectives. It explores the essence and principles relating to managing these risks and provides the framework and multi-goal model groups for managing such risks. The book also discusses research development of managing supply chain disruptive risks, supply chain risk conduction and loss assessment methods of supply chain disruptive events. It also includes the consideration of supply chain coordinating models in the cases of demand and supply disruption risks. It also deals on the subject of managing models of supply chain disruption risks by looking at manufacturers and responding decision methods oriented towards demand in disruption and coordination. It also summarizes the relevant findings and provides future research questions and orientations. The book will contributes significantly to the growing body of knowledge concerning the theory of managing supply chains.
Lean is about building and improving stable and predictable systems and processes to deliver to customers high-quality products/services on time by engaging everyone in the organization. Combined with this, organizations need to create an environment of respect for people and continuous learning. It's all about people. People create the product or service, drive innovation, and create systems and processes, and with leadership buy-in and accountability to ensure sustainment with this philosophy, employees will be committed to the organization as they learn and grow personally and professionally. Lean is a term that describes a way of thinking about and managing companies as an enterprise. Becoming Lean requires the following: the continual pursuit to identify and eliminate waste; the establishment of efficient flow of both information and process; and an unwavering top-level commitment. The concept of continuous improvement applies to any process in any industry. Based on the contents of The Lean Practitioner's Field Book, the purpose of this series is to show, in detail, how any process can be improved by utilizing a combination of tasks and people tools and introduces the BASICS Lean (R) concept. The books are designed for all levels of Lean practitioners and introduce proven tools for analysis and implementation that go beyond the traditional point kaizen event. Each book can be used as a stand-alone volume or used in combination with other titles based on specific needs. Each book is chock-full of case studies and stories from the authors' own experiences in training organizations who have started or are continuing their Lean journey of continuous improvement. Contents include valuable lessons learned and each chapter concludes with questions pertaining to the focus of the chapter. Numerous photographs enrich and illustrate specific tools used in Lean methodology. Assess and Analyze: Discovering the Waste Consuming Your Profits explores the tools used to assess and analyze the process. It starts off with Learning to See waste and follows with the three analysis tools: mapping the product flow, documenting the full work of the operator, and implementing SMED or changeover reduction and closes with exploring Lean and change management.
Lean is about building and improving stable and predictable systems and processes to deliver to customers high-quality products/services on time by engaging everyone in the organization. Combined with this, organizations need to create an environment of respect for people and continuous learning. It's all about people. People create the product or service, drive innovation, and create systems and processes, and with leadership buy-in and accountability to ensure sustainment with this philosophy, employees will be committed to the organization as they learn and grow personally and professionally. Lean is a term that describes a way of thinking about and managing companies as an enterprise. Becoming Lean requires the following: the continual pursuit to identify and eliminate waste; the establishment of efficient flow of both information and process; and an unwavering top-level commitment. The concept of continuous improvement applies to any process in any industry. Based on the contents of The Lean Practitioners Field Book, the purpose of this series is to show, in detail, how any process can be improved utilizing a combination of tasks and people tools and introduces the BASICS Lean (R) concept. The books are designed for all levels of Lean practitioners and introduces proven tools for analysis and implementation that go beyond the traditional point kaizen event. Each book can be used as a stand-alone volume or used in combination with other titles based on specific needs. Each book is chock-full of case studies and stories from the authors' own experiences in training organizations that have started or are continuing their Lean journey of continuous improvement. Contents include valuable lessons learned and each chapter concludes with questions pertaining to the focus of the chapter. Numerous photographs enrich and illustrate specific tools used in Lean methodology Check: Identifying Gaps on the Path to Success Transactional Processes contains chapters on implementing Lean, Kanban systems, line balancing, Heijunka-leveling, and the +QDIP process plus case studies of machine shop and transactional implementations. The implementation model describes the different approaches to Lean, compares them to Toyota, and explains each implementation model.
This book highlights the concepts of lean manufacturing that help to achieve the objectives of sustainability in a global competitive atmosphere. Lean can help to lower the manufacturing cost in the rising labour and material cost market. Lean is based on various fundamental concepts such as Kaizen, Kanban, Zidoka, 5S and Six Sigma, which aim at reducing process waste for efficiency and productivity that are discussed in this book. In addition, the technological changes such as introduction of Internet technologies and Industry 4.0 are taken care by the lean concepts, which are also addressed in this book.
A convergence of lean management and quality management thinking has taken place in organizations across many industries, including construction. Practices in procurement, design management and construction management are all evolving constantly and understanding these changes and how to react is essential to successful management. This book provides valuable insights for owners, designers and constructors in the construction sector. Starting by introducing the language of total quality, lean and operational excellence, this book takes the reader right up to the latest industry practice in this sector, and demonstrates the best way to manage change. Written by two of the world's leading experts, Total Construction Management: Lean quality in construction project delivery offers a clearly structured introduction to the most important management concepts and practices used in the global construction industry today. This authoritative book covers issues such as procurement, BIM, all forms of waste, construction safety, and design and construction management, all explained with international case studies. It is a perfect guide for managers in all parts of the industry, and ideal for those preparing to enter the industry.
Voluntary distributed computing projects divide large computational tasks into small pieces of data or work that are sent out over the Internet to be processed by individual users, who participate voluntarily in order to provide solutions that would ordinarily require investments of millions of dollars. This approach is contributing to the transformation of computationally heavy scientific research, opening up participation in science to interested lay people and greatly reducing the cost-barriers to computation for financially challenged researchers. Drawing on face-to-face and online ethnographic, survey and interview data with participants in distributed computing projects around the world, this book sheds light on the organizational and social structures of voluntary distributed computing projects, communities and teams, with close attention to questions of motivation in projects that offer little or no traditional forms of reward, either financially or in terms of participants' careers. With its focus on non-market, non-hierarchical cooperation, this book is a case study of networked individuals around the world who are part of a new social production of information. A rich study of the transformative potential inherent in globalization and connectedness, Community, Competition and Citizen Science will appeal to sociologists and political scientists with interests in globalization, networks and science and technology studies, together with scholars and students of media and communication and those working in relevant fields of computing, information systems and scientific collaboration.
Development of supply chain strategies has become a major growth industry in its own right; most organizations now see managing their supply chain as a key strategic issue. The main tenet of this book is that supply needs to be thought about as a dynamic strategic process, and not as a bureaucratic business function. "" "Strategic Supply Management: principles, theories and practice" traces the development of purchasing and supply management from its origins as a tactical commercial function into a key strategic business process. Integrating conceptual models, including the strategic supply wheel, with a host of practical examples, the authors illuminate the philosophy, concepts and techniques of supply management. They also contrast the traditional, conventional concepts of purchasing and supply management with new ideas, radical concepts, and examples of interesting practice. Designed to provide a comprehensive course structure for teaching and studying this wide-ranging and constantly developing topic, this book guides the reader through the subject with clarity and logic. Whether used as a course textbook or a source of reference, students and practitioners will find the authors' comprehensive overviews of the topics indispensable. "Cousins et al have drawn from their extensive experience in industry, and crafted a book that provides deep contextual insights into why supply chains are the foundation for competitive strategy, the dynamics that drive economic change, and most importantly, the importance of relationships as the glue that keeps supply chains functioning properly. Executives and students will benefit from the frameworks, examples, and discussions inthis book, which should be on everyone who has an interest in global competitiveness' bookshelves." Rob Handfield Bank of America University Distinguished Professor of Supply Chain Management North Carolina State University About the Authors Prof. Paul Cousins is Professor of Operations Management and CIPS Professor of Supply Chain Management at Manchester Business School, The University of Manchester, and also Director of the Supply Chain Management Research Group. Prof Richard Lamming is Director of the School of Management at the University of Southampton. Dr Benn Lawson is a lecturer in operations management at Queen's University Belfast, and is Visiting Senior Fellow at ManchesterBusiness School. Dr Brian Squire is a lecturer in the Decision Sciences and Operations Management Group at Manchester Business School.
Supply chain planning can feel daunting and confusing and so much more. How can you make decisions about how many goods to procure, make, and deliver before knowing exactly what the demand for products is going to be?Gerald Feigin, a partner at Analytics Operations Engineering, has answers. Feigin helps you and other decision makers understand the dynamic information about future demand, available production capacity, and sources of supply. This book smartly focuses on the three interlinked processes that compose effective supply chain planning: demand planning, sales and operations planning, and inventory and supply planning. When executed well, these planning processes will help a company to achieve its targeted balance between efficiency and responsiveness.Read more and learn specifics about these processes, and how they are interconnected and the practical challenges of implementing them. Feigin also explains the important ways in which analytical tools and methods can be utilized to make better supply chain planning decisions.
A convergence of lean management and quality management thinking has taken place in organizations across many industries, including construction. Practices in procurement, design management and construction management are all evolving constantly and understanding these changes and how to react is essential to successful management. This book provides valuable insights for owners, designers and constructors in the construction sector. Starting by introducing the language of total quality, lean and operational excellence, this book takes the reader right up to the latest industry practice in this sector, and demonstrates the best way to manage change. Written by two of the world's leading experts, Total Construction Management: Lean quality in construction project delivery offers a clearly structured introduction to the most important management concepts and practices used in the global construction industry today. This authoritative book covers issues such as procurement, BIM, all forms of waste, construction safety, and design and construction management, all explained with international case studies. It is a perfect guide for managers in all parts of the industry, and ideal for those preparing to enter the industry.
This book describes a variety of teaching and academic research applications that effectively utilize FlexSim to: (1) provide guidelines, methods and tools for simulation modeling and analysis in a variety of educational settings and (2) address a variety of important design and operational issues in industry. Simulation is increasingly proving to be an important tool for supporting decision-making and problem-solving processes in many disparate domains, including the design, management and improvement of a wide range of operations systems in manufacturing, logistics, healthcare, etc. Achieving resource efficiency and minimizing negative externalities from operations represent two of today's greatest challenges; modern simulation methods can help to overcome them. FlexSim is a prominent software package for developing discrete-event, agent-based, continuous, and hybrid simulations.
For boards and executives, high-quality and transparent information is critical to allow effective decision-making. Emerging risks are increasingly challenging issues, both in terms of threats and growth opportunities; not least since the science pertaining to these risks tends to be contested. Emerging Risks: A Strategic Management Guide restores the constructive dialogue between the business professional and the expert/scientist community, essential if companies are to anticipate, plan ahead and exploit leading-edge ideas. It provides insights into some of the major emerging risks of the 21st century and then guides organizations on how to approach and manage those risks proactively in the wake of new regulation, governance and enterprise-wide risk management. The topics covered include: nanotechnologies, covering the industrial revolution of the 21st Century; new information and communication technologies (NICT), discussing the infrastructure of the future; electromagnetic fields (EMF) and their debated health impact; chemical substances/REACH, a regulation with major economic and environmental stakes and an example of emerging risk management; biological risk and its on-going need for international surveillance; supply chain, a top management priority; and country risk, for which security and corporate social responsibility (CSR) are growing issues. The authors assess and propose a process for managing emerging risks and the strategies that need to be put in place, drawing on examples of best practice.
After a century in which charities suspected the motives of cynical business people, and business people dismissed the contributions of amateur volunteers, the two sectors are coming together today as never before. The third sector has increased its business capacity through the experience gained from a decade of providing commissioned services to the public sector. Society today expects employers to do more to engage with both communities and good causes and the business case for doing so can be and is being made. But business also realises that charities do conscience better than they can and so co-working is increasingly being sought. In Partners for Good, Tom Levitt points the way to successful partnerships at local, national and international levels. There is now even an agreed international standard on what constitutes the social responsibility obligations of organisations operating in all sectors, in all parts of the world, over and above international legal frameworks. Sustainability today refers to the triple bottom line (financial, social, environmental) rather than being a green concept alone. On the down side, grants and other funding opportunities provided by governments to the third sector over the last ten years are suddenly ending and support structures are disappearing. The incentives for forging successful and sustainable win:win partnerships between businesses and charities in the new Big Society are therefore high, however demanding the time scale on offer.
Lean is about building and improving stable and predictable systems and processes to deliver to customers high-quality products/services on time by engaging everyone in the organization. Combined with this, organizations need to create an environment of respect for people and continuous learning. It's all about people. People create the product or service, drive innovation, and create systems and processes, and with leadership buy-in and accountability to ensure sustainment with this philosophy, employees will be committed to the organization as they learn and grow personally and professionally. Lean is a term that describes a way of thinking about and managing companies as an enterprise. Becoming Lean requires the following: the continual pursuit to identify and eliminate waste; the establishment of efficient flow of both information and process; and an unwavering top-level commitment. The concept of continuous improvement applies to any process in any industry. Based on the contents of The Lean Practitioners Field Book, the purpose of this series is to show, in detail, how any process can be improved utilizing a combination of tasks and people tools and introduces the BASICS Lean (R) concept. The books are designed for all levels of Lean practitioners and introduces proven tools for analysis and implementation that go beyond the traditional point kaizen event. Each book can be used as a stand-alone volume or used in combination with other titles based on specific needs. Each book is chock-full of case studies and stories from the authors' own experiences in training organizations that have started or are continuing their Lean journey of continuous improvement. Contents include valuable lessons learned and each chapter concludes with questions pertaining to the focus of the chapter. Numerous photographs enrich and illustrate specific tools used in Lean methodology. Baseline: Confronting Reality & Planning the Path for Success focuses on change management and how to manage and accelerate change. The authors also outline how to get ready to implement lean, how to baseline your processes prior to implementing Lean, and how to create a value stream map of processes. This book also discusses Lean accounting.
Lean is about building and improving stable and predictable systems and processes to deliver to customers high-quality products/services on time by engaging everyone in the organization. Combined with this, organizations need to create an environment of respect for people and continuous learning. It's all about people. People create the product or service, drive innovation, and create systems and processes, and with leadership buy-in and accountability to ensure sustainment with this philosophy, employees will be committed to the organization as they learn and grow personally and professionally. Lean is a term that describes a way of thinking about and managing companies as an enterprise. Becoming Lean requires the following: the continual pursuit to identify and eliminate waste; the establishment of efficient flow of both information and process; and an unwavering top-level commitment. The concept of continuous improvement applies to any process in any industry. Based on the contents of The Lean Practitioners Field Book, the purpose of this series is to show, in detail, how any process can be improved utilizing a combination of tasks and people tools and introduces the BASICS Lean (R) concept. The books are designed for all levels of Lean practitioners and introduces proven tools for analysis and implementation that go beyond the traditional point kaizen event. Each book can be used as a stand-alone volume or used in combination with other titles based on specific needs. Each book is chock-full of case studies and stories from the authors' own experiences in training organizations that have started or are continuing their Lean journey of continuous improvement. Contents include valuable lessons learned and each chapter concludes with questions pertaining to the focus of the chapter. Numerous photographs enrich and illustrate specific tools used in Lean methodology. Baseline: Confronting Reality & Planning the Path for Success focuses on change management and how to manage and accelerate change. The authors also outline how to get ready to implement lean, how to baseline your processes prior to implementing Lean, and how to create a value stream map of processes. This book also discusses Lean accounting.
Every day human organisations fail. Building Anti-Fragile Organisations explores a powerful alternative framework for risk in the design and management of human systems. Anti-Fragility is a new way of thinking about mitigating risk that builds on earlier work on the characteristics of biological systems that, being more than just robust, actually improve their resilience through being stressed. Professor Bendell explains how applying this concept to the development and management of organisations, services and products, allows us to identify the characteristics that will not only mitigate against the realisation of hazards, but enable growth in protection, strength and anti-fragility over time. In this context, anti-fragility also encompasses flexibility, agility and the exploitation of opportunities. At the organisational level, anti-fragility (or its absence) is determined by the organisational strategy, structure and systems, its people, relationships and culture. The book focuses on establishing the Anti-Fragile concept of the firm, and explores its application in private and public sector organisations of all types. It identifies characteristics relevant to survival in a turbulent world, and how our approaches to risk and governance need to change in order to create and manage anti-fragile organisations. It provides practical insight into the concept of Anti-Fragility and its deployment within human organisations of all types, and give readers the opportunity to start to make sense to applying the concepts within their own worlds.
Just because a problem is invisible doesn't mean it's not affecting your operation. While communication, distance, and culture are often ignored as real threats to your results, these unnoticed forces are negatively affecting companies that operate internationally. Globalization has amplified a series of obstacles we not have paid enough attention to in our organizations. Ultimately, it's humans that solve problems in coordination with other humans, and this requires excellent communication. Currently, people must coordinate actions and collaborate with teams sitting in geographically separated places. Misunderstandings and lack of clarity, however, cause high, unbudgeted costs. Global Lean: Seeing the New Waste Rooted in Communication, Distance, and Culture highlights the waste created by these interactions and adopts Lean thinking to provide methods, approaches, and real case studies to eliminate these problems at the source. As organizations evolve into global networks, Lean initiatives must now meet new needs. The book follows the story of a CEO and his company that, while successful in their local environment, are heavily impacted by new obstacles as they expand internationally. It illustrates how they adopt Lean methodologies to bring hidden problems to the surface.
Norman Katz has secured a top spot as one of the Top 50 Global Thought Leaders and Influencers on Supply Chain 2020. For most large organizations, the supply chain is a commercial advantage, enabling innovation, cost management and resilience. But the supply chain is open to fraud: the length and complexity of it creates opportunities for fraudsters to exploit phantom inventory, invent non-existent customers or suppliers, substitute one product for another, cheat on the quality...this list goes on. These frauds present a significant source of additional cost to the organization and expose it to a host of secondary risks: contract, compliance and reputation. Detecting and Reducing Supply Chain Fraud is a pragmatic guide to identifying and managing sources of risk. Norman A. Katz explains the main categories of fraud risk: what they are, what is their significance and how they are exploited by the fraudster. He also explores both the tactical and strategic approaches that you should adopt to help detect and reduce fraud, including detection techniques and the use of technology. He provides tactics for increasing your organization's resilience: increased transparency, appropriate governance, and engaging employees, customers and suppliers in more ethical work practices. If you are responsible for your organization's supply chain, or perhaps involved in audit, compliance or risk management, start using Detecting and Reducing Supply Chain Fraud and look more closely at every aspect of your supply chain, both internal and external. The savings made in fraud reduction, the increased resilience you will give all of your operations and the improved reputation that your business will enjoy, as a contract partner or amongst stakeholders, will repay your investment a hundred-fold.
Sustainable Operations Management applies the issues of sustainability to all strategic decisions of operations: capacity management, supply network, process technology, and development and organisation. This book extends the existing literature of operations management that for years has been paramount in creating economic value with little consideration of environment and social dimensions. Whilst based on robust theoretical frameworks, some developed by its own authors, the book is enriched by international case studies and real-world illustrations throughout, to demonstrate how this theory translates to practice. Each chapter begins with learning objectives and ends with a summary, activity, and questions for discussion. Readers will gain a comprehensive and in-depth knowledge on how to manage operations for sustainability. They will learn the ways to formulate a sustainable operations strategy and the elements involved in managing tactical and operational activities to enhance sustainability performance over time. The book covers all aspects of the new business sustainability paradigm from an operations perspective, including sustainable development goals, the circular economy and digital transformation. With international agreements and national policies in place around themes such as climate change, ocean plastic pollution, loss of biodiversity, water scarcity, and zero landfill targets, this book will be a must for any university abiding to the Principles of Responsible Management Education (PRIME). The text is suitable mostly for MSc and MBA students on sustainable supply chain and operations management modules as well as broader Operations Management courses, but it can also be used for final-year Undergraduate students as part of advanced operations management modules. Online resources include chapter-by-chapter PowerPoint slides and a test bank of questions.
This book presents decision support tools that can be used in the early design stage to analyze the feasibility of a product and its components for remanufacturing. It also covers how to design a product specifically for remanufacturing and offers supporting case studies. This is a comprehensive solutions guide for remanufacturing decision-making. The book illustrates an approach that can be used at the product End-of-Life (EOL) stage to generate optimized recovery plans for the returned products. Opportunities for Industry 4.0 to support remanufacturing along with case studies are included to showcase the decision-making tools. Remanufacturing and Remanufacturability Assessment for the Circular Economy: A Solutions Guide will be of interest to practitioners, business professionals, and researchers that work in the industrial and manufacturing sectors. Those involved with supply chain management and advanced technologies associated with Industry 4.0, sustainability, and integrated techniques of circular supply chains will also find this book very useful.
This new volume in the "Advances in Management Information Systems" series presents the latest cutting-edge knowledge in IT outsourcing. As part of the growing business trend to outsourcing various operations, IT outsourcing both determines the governance of a vital organizational function and influences the processes of exploitation and exploration in all other functions of an enterprise. In keeping with the mission of the "AMIS" series, the editors of this volume have framed the domain of research and practice broadly. "Information Technology Outsourcing" provides leading edge research on both the variety of decisions regarding the outsourcing of IS services and the management of the relationship with service suppliers. |
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