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Full Description
Everyone's familiar with manufacturing offshoring by now. But a different phenomenon will soon drive even more powerful changes: the globalization of services. Until now, it's been virtually impossible to get a clear picture of what's going on, where, and why. Where are the jobs going? Which companies benefit -- or could benefit? How, exactly, does services offshoring work? Who makes a good partner? What are the public policy implications? The Services Shift answers all these questions and more, offering powerful insights for managers, policymakers, and citizens alike. Two leading researchers reveal how services offshoring is working in both industries and individual companies, and show how to define and implement realistic services sourcing goals. You'll review the types of players involved in services offshoring, and understand its geographical centers, from China and India to Hungary, Russia, Morocco, Brazil, South Africa, and Mauritius. Drawing on detailed interviews with dozens of participants, the authors review the management skillsets associated with successful services offshoring. Next, they review policy initiatives in both developing and developed countries, and assess U.S. policy initiatives aimed at restricting offshoring. Next, they review policy initiatives in both developing and developed countries, and assess U.S. policy initiatives aimed at restricting offshoring. Finally, the authors preview emerging trends in services globalization.
Contents
Acknowledgments xvAbout the Authors xixIntroduction 1Chapter 1: Globalization of Services: What, Why, and When 17Chapter 2: The Economics and Drivers of Offshoring 49Chapter 3: Making It Real 89Appendixes for Chapter 3 135Appendix 3A 135Locating a Task on the Process Decomposition Compass Appendix 3B 136Assessing the Feasibility, Value, and Risk of Potential Outsourcing EffortsAppendix 3C 138Assessing the "Offshoreability" of Potential Tasks and ProcessesAppendix 3D 140What's Typically Covered in an SLA?Chapter 4: The Supply Side 143Chapter 5: Shifting Skill Sets 175Chapter 6: The Services Shift: Policy Implications 199Chapter 7: Looking Ahead 245Appendixes for Chapter 4 263Appendix 4A 263Country AttractivenessAppendix 4B 264Country NotesAppendix 4C 272Country ProfilesIndex 317
