Services outsourcing is an increasingly attractive option for firms
seeking to reduce costs and achieve service improvements. Many
organisations now choose to transfer responsibility for entire
functions such as human resources, finance and information
technology services to both local and global vendors. Yet
outsourcing such functions is a complex process, one that is driven
by factors that transcend cost considerations alone. Issues such as
service design, unbundling processes, managing work across
different cultures and time zones, and business process redesign
have all become important elements of managing services outsourcing
arrangements. This book uses tools and techniques from a variety of
disciplines to show how to successfully plan, implement and manage
services outsourcing arrangements. Based on in-depth analysis of
large-scale outsourcing arrangements across a wide range of
sectors, this is an excellent resource for both academics and
practitioners who wish to understand more about this complex
phenomenon.
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