The Services Shift Seizing the Ultimate

Understanding the next, huge revolution in off-shoring: services.- What's happening in services off-shoring, where it's happening, what's coming next - and how to make the most of it in your business.- Defining the right services off-shoring strategies, and finding the right offshore partners.- Understanding the financial and political implications of a new off-shoring wave that will make manufacturing outsourcing look like child's play.

Robert E. Kennedy is the Tom Lantos Professor of Business Administration, Director of the Global Initiative at University of Michigan’s Ross School of Business, and Executive Director of the William Davidson Institute (WDI). He spent eight years at Harvard Business School, researching global strategy and teaching international business courses. He has consulted and invested venture capital throughout Europe and Asia.

Ajay Sharma is Research Manager for WDI’s Globalization of Services Initiative. In 1992, he joined Infosys as it was ramping up its offshore software development business. Later, he joined PriceWaterhouseCoopers as a technology consultant.

Acknowledgments	p. xv
About the Authors	p. xix
Introduction	p. 1
Outsourcing and Offshoring	p. 2
Introducing the Authors	p. 6
What You'll Find in This Book	p. 7
Globalization of Services: What, Why, and When	p. 17
Three "Safe" Industries Meet Offshoring	p. 18
Equity Research	p. 19
Legal Research	p. 19
Clinical Trials and Drug Development	p. 20
Four Industries in India-and Elsewhere	p. 22
Industry Case-in-Point #1: IT/ITES	p. 23
Industry Case-in-Pont #2: Medical Transcription	p. 25
Industry Case-in-Point #3: Teleradiology	p. 27
Industry Case-in-Point #4: Medical Tourism	p. 31
Economics 101: Why Trade and Invest?	p. 33
Why Managers Need to Understand-and Embrace-Offshoring	p. 38
Summing Up: The Compelling Case for the Services Shift	p. 43
The Economics and Drivers of Offshoring	p. 49
Putting on the Economist's Hat	p. 50
The Value Chain: The Firm as a Sequence of Linked Activities	p. 50
Thinking through Transaction Cost Economics	p. 54
Outsourcing and Offshoring: Digging Deeper	p. 60
Outsourcing: Moving Across Firm Boundaries	p. 62
Business Importance	p. 63
Process Characteristics	p. 64
Offshoring: Moving Across Geographical Boundaries	p. 69
The Key Drivers of Services Globalization	p. 73
Driver #2: The Digitization of Business Processes	p. 74
Driver #3: The Low Cost and High Speed of Computing and Telecom	p. 76
Driver #4: Growing Capabilities Around the Globe	p. 78
Driver #5: The Rise of a Global Business Culture	p. 81
The Five Drivers: Powerful, and Here to Stay	p. 83
Making It Real	p. 89
Three Distinct Sets of Goals	p. 90
Goal #1: Efficiency	p. 90
Goal #2: Enhancement	p. 92
Goal #3: Transformation	p. 94
Tasks Versus Processes	p. 96
Example: The Procure-to-Pay Process	p. 102
Putting Theory into Action: An Eight-Step Process	p. 104
Identify the Tasks	p. 105
Map the Process(es)	p. 108
Decode the Relevant Technology and Infrastructure	p. 111
Identify and Mitigate Risks	p. 114
Select a Vendor	p. 122
Select a Geography	p. 127
Migrate Your Operations	p. 128
Integrate Your Operations	p. 131
Summary: Making It Real	p. 133
Appendixes for Chapter 3	p. 135
Locating a Task on the Process Decomposition Compass	p. 135
Assessing the Feasibility, Value, and Risk of Potential Outsourcing Efforts	p. 136
Assessing the "Offshoreability" of Potential Tasks and Processes	p. 138
What's Typically Covered in an SLA?	p. 140
The Supply Side	p. 143
The Dimensions of the Supply Side	p. 144
Partners in Perspective: A Quick History of Offshoring	p. 147
Indian Software Gets an Onshore Foothold (1973-1988)	p. 148
Early Experiments in the United States and Ireland (1981-1990)	p. 150
India-Based Software Exports (1990-1995)	p. 151
Growth of Business Process Offshoring (1995-2002)	p. 152
Geographic Expansion and Acquisition (2003-2006)	p. 153
Global Talent-Seeking (2007 to the Present)	p. 156
Understanding the Vendor Landscape	p. 158
Captives of Multinationals	p. 159
Offshore IT Vendors	p. 162
Multinational Outsourcing Firms	p. 164
Offshore BPO-Specific Firms	p. 165
Navigating the Offshoring Shoals	p. 166
Geographic Spread in a Dynamic Landscape	p. 170
Shifting Skill Sets	p. 175
What Do Managers Do?	p. 176
Contrasting the Old with the New	p. 179
What This Means for Your Company	p. 182
New Skill Sets: Analytical	p. 183
New Skill Sets: Negotiation and Soft Skills	p. 185
New Organizational Challenges	p. 186
Other Issues and Needs	p. 189
A Case-in-Point: Penske Truck Leasing	p. 190
Change in a Changing World	p. 195
The Services Shift: Policy Implications	p. 199
A Developing-Economy Perspective	p. 201
The Potential Benefits	p. 202
The Challenges	p. 204
Policy Measures	p. 210
A Developed-Economy Perspective	p. 219
Economic Benefits and Newer Possibilities	p. 220
Increasing Productivity	p. 221
A Bridge Across the Emerging Demographic Deficit?	p. 223
The Challenges	p. 225
Policy Measures for the Short and Long Term	p. 230
For the Long Term	p. 235
Policy in Perspective	p. 240
Looking Ahead	p. 245
Global Sourcing Will Continue to Grow-Rapidly	p. 245
The Key Word Will Be "Global"	p. 246
Global Services Sources Will Keep Moving "Up the Food Chain"	p. 248
Talent Will Become More Important Than Cost	p. 249
Scale Will Decline Dramatically	p. 250
Global Sourcing Will Become Increasingly Personal	p. 252
We Will See More Two-Way Travel	p. 254
The Services Shift: A Tough Game You May Have to Play	p. 257
The Sourcing Landscape Is Becoming More Complex	p. 259
A Game You May Have to Play	p. 260
Appendixes for Chapter 4	p. 263
Country Attractiveness	p. 263
Country Notes	p. 264
Country Profiles	p. 272
Philipines	p. 272
Egypt	p. 277
Romania	p. 280
China	p. 284
Russia	p. 288
South Africa	p. 291
Poland	p. 294
Brazil	p. 298
Chile	p. 301
Vietnam	p. 304
India	p. 307
Index	p. 317
Table of Contents provided by Ingram. All Rights Reserved.

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The Services Shift Seizing the Ultimate Offshore Opportunity

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