Companies outsource today to reduce cost, increase flexibility, and
focus on core competence. Outsourcing is not a fad, but strategic
lever organizations utilize to meet their planned objectives.
Outsourcing led transformations have become a mechanism for
generating economies of scale, specialization, and standardization.
Let's face it most outsourcing initiatives fail to deliver the
expected value. The wisdom isn't a secret - the companies
succeeding in this journey invested in building the right
competencies, proper governance, and support structures to manage
these initiatives. The Customer Centric Service Competency
framework introduced in this book essentially brings forwards the
service orientation and integrates outsourcing successfully with
the usual business of an IT organization. The service framework
encompasses thirty key competencies that can be implemented over
the duration of outsourcing initiative. Implementation the services
framework will also bring together skills in areas of program
management, service management, vendor management, and relationship
management. This book is sweeping and perhaps innovative -- for it
introduces an integrated view of core services and process centric
competencies to succeed with outsourcing. It also brings forward a
matured competency based method to managing vendor relationships --
more art than science. The information contained in this book, when
applied in context of your organization, will emerge several areas
of efficiencies you may benefit by implementing. This book can be a
compelling choice of reference for IT service providers,
researchers, students, and IT management - CIO, Vice President,
Directors, Program Managers, Project and Delivery Managers,
Specialists, Architects, Developers, Testers, Infrastructure
personnel etc.. It can be a: -Choice of reference for anyone
interested in learning about IT outsourcing industry. -Guide IT and
outsourcing professionals to simplify application of outsourcing in
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