Now in its third edition, this is the only outsourcing and offshoring book to offer a broad but coherent guide to the strategy, operations and management of ITO and BPO outsourcing and offshoring, from how to source new relationships to managing business processes in a national and global context.

Table of Contents

• List of Tables and Figures
• Acknowledgements
• Case Study Contributors
• Introduction
• Part I Making a Sourcing Decision
• 1 Overview of the Global Sourcing Marketplace
• 2 Sourcing Models: What and When to Outsource or Offshore
• 3 Country Attractiveness for Sourcing
• 4 The Attractiveness of Western Countries for Outsourcing Services and Backsourcing
• Part II Building Sourcing Competencies
• 5 Supplier Configurations and Capabilities
• 6 Supplier Selection, Retained Management Capabilities and Legal Issues
• 7 Leveraging Knowledge and Expertise
• Part III Managing Sourcing Relationships
• 8 The Outsourcing Life Cycle and the Transition Phase
• 9 Governance of Outsourcing Relationships
• 10 Managing Globally Distributed Teams
• 11 Captive and Shared Service Centres
• 12 Innovation Through Outsourcing
• Appendix A
• References