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The outsourcing handbook - how to implement a successful outsourcing process
Acknowledgements ix
About the authors xi
Preface xiii
Introduction 1
1 Ten common traps of outsourcing 19
The ten common traps 20
How to manage outsourcing engagements successfully 30
2 The outsourcing life cycle 31
Stages of outsourcing 32
Things to bear in mind 34
3 Strategic assessment 37
Four elements of strategic assessment 40
Business-value assessment 41
Operational assessment 49
Financial assessment 57
Risk assessment 61
Integrating the four risk elements – the business case 66
Conclusion and checklist 67
4 Defining your needs 69
An in-depth look at operational assessment 70
Outsourcing strategies 77
Defining the needs 81
Conclusion and checklist 90
5 Vendor assessment 93
Types of vendor 95
Response to the RFP and SOW 98
The process of vendor assessment 100
Common errors when choosing vendors 107
Conclusion and checklist 111
6 Negotiation and contract management 113
Negotiation management 114
Contract management 123
Conclusion and checklist 135
7 Project initiation and project transition 137
Project initiation 138
Project transition 141
Key considerations 149
Conclusion and checklist 151
8 Managing the relationship 153
Work administration 154
Communication management 157
Knowledge management 159
Personnel management 160
Financial management 160
Conclusion and checklist 162
9 Continuing, modifying or terminating the arrangement 163
The argument for continuing 164
Events that call for evaluation 165
Modification or exit strategies 171
Common decision errors 173
The exit strategy 176
Conclusion and checklist 178
10 Back on the dance floor – repeating the process 181
Knowledge management 183
Metrics 189
Outsourcing Management Maturity Model (OMMM) 195
Relationship management office (RMO) 199
Conclusion 202
11 Industry best practices 205
Best practices 205
The future of outsourcing 209
Final comments 210
References 211
Index 213
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usher2004 金钱 +30 奖励 2009-2-19 12:43:08
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