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Description of Outsourcing to India |
A day does not pass without a newspaper report about yet another company that has started outsourcing technology or other business processes to India. The Senate recently voted 70 to 26 in favor of preventing federal contracts going offshore, yet US managers continue to beat a path to India because it is the global leader for offshore IT-enabled services. Many CEOs seek to reduce their costs or improve service quality, but not many understand India on their first visit and some are confused by the culture.
In this book author Mark Kobayashi-Hillary introduces India and the major players in the Indian service industry. He offers a balanced view on the trend to outsource to India, describing the reasons why a business should utilize India as an offshore outsourcing destination and the steps needed to find and work with a local partner. Not only does the book make a compelling economic case for outsourcing to this region, it also discusses how to manage the entire transition process, including the potential impact on local resources.
Outsourcing To India is written from personal experience and several years of research. This practical guide will help managers navigate through the offshore outsourcing maze, allowing them to avoid many of the major pitfalls others have faced when setting up shop in India.
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Contents of Outsourcing to India |
PART 1: Introduction to India
1. First Impressions
Personal Impressions
Chapter Checklist
2. Indian History and Religion
Introduction
The Nature of Indian Religions
Caste
Epic History
British Raj
Gandhi and the Quest for Independence
Nehru and Partition
After the British
Summary
Chapter Checklist
3. Contemporary Indian Politics
Attitude to Government
The Politics of Outsourcing
Other Current Issues
Possible Future Directions
Summary
Chapter Checklist
4. Culture and Food
Bollywood
Music and Literature
Indian Food
Chapter Checklist
5. Domestic Travel
Air Travel
Rail
Roads
Summary
Chapter Checklist
6. Security Concerns
Natural Disaster
Pakistan and Kashmir
Nuclear Arms
Al-Qaeda
Nationalism and Border Disputes
Risk Mitigation
Summary
Chapter Checklist
PART 2: The Outsourcing Industry in India
7. The Outsoureing Drivers
Government Policy
Globalisation and the Knowledge Economy
Technology
Corporate Strategy
Summary
Chapter Checklist
8. The Major Industry Players in India
Infosys
Wipro
Tata Consultancy Services (TCS)
NIIT Technologies
The Foreign Invaders
The BPO Market
Progeon
Wipro Spectramind
ICICIoneSource
Daksh
Evalueserve
Summary
Chapter Checklist
9. Ownership Models and Partnership
Direct Investment
Outsourcing
Partnership
Market Trends in Outsourcing Models
Summary
Chapter Checklist
10. The Major Outsoureing Locations
North and West India
South India
Delhi
Mumbai
Pune
Kolkata
Bangalore
Hyderabad
Chennai
Chapter Checklist
11. Industry Associations and Research Bodies
Outsourcing Research and Trade Associations
Government and NGO Research
Corporate Research
Media
Internet
Books
Chapter Checklist
PART 3: How to Organise the Outsourcing Process
12. Management Checklist Introduction
13. Outsourcing Objectives
Deriving Objectives
Common Objectives
Implications of Measuring Objectives
No Objectives, No Future?
Chapter Checklist
14. Destination India
Framework for Comparison
Location Attractiveness
People Attractiveness
Gartner Research Country Ratings
The Competition
Summary
Chapter Checklist
15. Outsourcing Flavours
Process Requirements
Tactical Outsoureing
Strategic Outsourcing
Transformational Outsourcing
Business Process Outsourcing
Variant Services
Other Variations
Chapter Checklist
16. Success Criteria
Everything in the Right Place
Design Metrics for Results
Design KP1s for the Future
Relationship Building
Benchmark the Service
Summary
Chapter Checklist
17. Vendor Selection
The Critical Path to Finding the Right Vendor
Common Mistakes
Chapter Checklist
18. Legal Contract Arrangement
Key Considerations
Pitfalls
Summary
Chapter Checklist
19. Quality and the Service Level Agreement
Quality Methodologies
Service Level Agreement
Define the Scope
Summary
Chapter Checklist
20. Migration and Knowledge Transfer
Offshore Transition
Knowledge Transfer
Summary
Chapter Checklist
21. Culture and Communication
Cultural Awareness?
Leadership
Language and Meeting Behaviour
How to Empathise with Indians
Cross-Cultural Communication
Achieving Cultural Comfort
Chapter Checklist
22. Adapt the Organisation
Outsourcing as Corporate Strategy
Retaining Your Edge
If It Is Broke, Then Do Fix It
Risk and Potential ISSUes
Chapter Checklist
23. Employee Transition and Exit Management
Understand the Fear
Communication
Plan the Transition
Chapter Checklist
24. The Risk Factors
Search Costs and Outsourcing Style
Metrics and Key Performance Indicators
Change
Culture
Media and Public Relations
Data Protection
Infrastructure
Summary
Chapter Checklist
25. Future Potential
Force Field Methodology
India Developments
Chapter Checklist
Afterword
Political Map of India
References
Author Biography
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About M. Kobayashi-Hillary |
Mark Kobayashi-Hillary is a British writer and independent outsourcing consultant based in London. He has worked at a senior level for several leading banking and technology groups and has been involved in managing outsourced relationships in the UK, Singapore and India. He is a regular commentator on India and outsourcing in the European press.
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