ISBN: 354023943X
TITLE: Outsourcing to India
AUTHOR: Kobayashi-Hillary
TOC:

Part 1: Introduction to India
Chapter 1: First Impressions 1
Personal Impressions
Chapter Checklist
Chapter 2: Indian History and Religion 7
Introduction 7
The Nature of Indian Religions 8
Caste 10
Epic History 11
British Raj 12
Gandhi and the Quest for Independence 15
Nehru and Partition 19
After the British 20
Summary 21
Chapter Checklist 22
Chapter 3: Contemporary Indian Politics 25
Attitude to Government 26
The Politics of Outsourcing 28
Other Current Issues 31
Possible Future Directions 35
Summary 37
Chapter Checklist 37
Chapter 4: Culture and Food 39
Bollywood 39
Music and Literature 40
Indian Food 42
Chapter Checklist 45
Chapter 5: Domestic Travel 47
Air Travel 47
Rail 52
Roads 53
Summary 54
Chapter Checklist 54
Chapter 6: Security Concerns 57
Natural Disaster 58
Pakistan and Kashmir 59
Nuclear Arms 61
Al-Qaeda 62
Nationalism and Border Disputes 63
Risk Mitigation 64
Summary 65
Chapter Checklist 65
Part 2: The Outsourcing Industry in India
Chapter 7: The Outsoureing Drivers 67
Government Policy 69
Globalisation and the Knowledge Economy 71
Technology 73
Corporate Strategy 75
Summary 78
Chapter Checklist 78
Chapter 8: The Major Industry Players in India 81
Infosys 82
Wipro 84
Tata Consultancy Services (TCS) 86
NIIT Technologies 89
The Foreign Invaders 91
The BPO Market 92
Progeon 94
Wipro Spectramind 95
ICICIoneSource 97
Daksh 99
Evalueserve 100
Summary 102
Chapter Checklist 103
Chapter 9: Ownership Models and Partnership 105
Direct Investment 105
Outsourcing 107
Partnership 111
Market Trends in Outsourcing Models 112
Summary 113
Chapter Checklist 114
Chapter 10: The Major Outsoureing Locations 115
North and West India 115
South India 116
Delhi 116
Mumbai 117
Pune 118
Kolkata 118
Bangalore 119
Hyderabad 121
Chennai 122
Chapter Checklist 123
Chapter 11: Industry Associations and Research odies 125
Outsourcing Research and Trade Associations 125
Government and NGO Research 127
Corporate Research 129
Media 131
Internet 132
Books 133
Chapter Checklist 136
Part 3: How to Organise the Outsourcing Process
Chapter 12: Management Checklist Introduction 139
Chapter 13: Outsourcing Objectives 141
Deriving Objectives 143
Common Objectives 144
Implications of Measuring Objectives 147
No Objectives, No Future? 148
Chapter Checklist 149
Chapter 14: Destination India 151
Framework for Comparison 152
Location Attractiveness 153
People Attractiveness 155
Gartner Research Country Ratings 157
The Competition 158
Summary 159
Chapter Checklist 161
Chapter 15: Outsourcing Flavours 163
Process Requirements 163
Tactical Outsoureing 164
Strategic Outsourcing 165
Transformational Outsourcing 166
Business Process Outsourcing 167
Variant Services 169
Other Variations 170
Chapter Checklist 171
Chapter 16: Success Criteria 173
Everything in the Right Place 174
Design Metrics for Results 175
Design KP1s for the Future 176
Relationship Building 176
Benchmark the Service 177
Summary 178
Chapter Checklist 179
Chapter 17: Vendor Selection 181
The Critical Path to Finding the Right Vendor 182
Common Mistakes 188
Chapter Checklist 191
Chapter 18: Legal Contract Arrangement 193
Key Considerations 194
Pitfalls 196
Summary 205
Chapter Checklist 207
Chapter 19: Quality and the Service Level Agreement 209
Quality Methodologies 210
Service Level Agreement 215
Define the Scope 218
Summary 221
Chapter Checklist 223
Chapter 20: Migration and Knowledge Transfer 225
Offshore Transition 225
Knowledge Transfer 229
Summary 233
Chapter Checklist 233
Chapter 21: Culture and Communication 235
Cultural Awareness? 36
Leadership 238
Language and Meeting Behaviour 239
How to Empathise with Indians 240
Cross-Cultural Communication 241
Achieving Cultural Comfort 242
Chapter Checklist 245
Chapter 22: Adapt the Organisation 247
Outsourcing as Corporate Strategy 248
Retaining Your Edge 249
If It Is Broke, Then Do Fix It 250
Risk and Potential ISSUes 251
Chapter Checklist 254
Chapter 23: Employee Transition and Exit Management 257
Understand the Fear 258
Communication 260
Plan the Transition 263
Chapter Checklist 264
Chapter 24: The Risk Factors 267
Search Costs and Outsourcing Style 268
Metrics and Key Performance Indicators 270
Change 270
Culture 271
Media and Public Relations 272
Data Protection 276
Infrastructure 277
Summary 278
Chapter Checklist 279
Chapter 25: Future Potential 281
Force Field Methodology 281
India Developments 287
Chapter Checklist 290
Afterword 293
Political Map of India 299
References 301
Author Biography 321
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