Managing Business Support Services : Collaborating to Compete

by Reuvid, Jonathan; Constable, Mike (CON); Mazzawi, Elias (CON); Parekh, Sunil (CON)

• ISBN13: 9781905050116
• ISBN10: 1905050119
• Edition: 3rd
• Format: Paperback
• Copyright: 2005-02-28
• Publisher: Ingram Pub Services

Summary

* Strategies for successful outsourcing of business services - IT, finance, HR, logistics etc* Authoritative practical guidance: how to contract suppliers, manage the process and ensure good governance* Set in an international context * Describes latest management "best practice" * Major editorial contributions from one of the world's leading business service companies* Supported by recent high-profile international case studies* Relevant for middle market companies, multinationals and public sector organizations* Of interest to senior executives and CEOs, IT, HR and finance professionals, business academicsThe effective outsourcing and management of peripheral support services can provide companies with a crucial competitive edge. However, knowing what to outsource and what to keep in-house, then making the right choice of provider, and ensuring the right management procedures are applied, requires specialist knowledge and familiarity with "best practice". This guide makes specialist issues intelligible to non-specialists, to both source and get the most from their suppliers and their professional advisors.

Table of Contents

List of contributors	vii
Part One: Strategic Options
Introduction	2	(3)
1.1 The business case for outsourcing	5	(5)
1.2 Outsourcing evolution	10	(5)
1.3 Supporting outsourced services	15	(5)
1.4 Managing cost	20	(6)
1.5 Where in the world?	26	(6)
1.6 The myths of outsourcing	32	(8)
1.7 New technology	40	(8)
Part Two: Good Practice in Outsourcing
Introduction	48	(1)
2.1 Applications management	49	(4)
2.2 Data centre services	53	(6)
2.3 Distributed and Desktop services	59	(6)
2.4 Networks	65	(4)
2.5 Security	69	(6)
2.6 Finance and administration	75	(5)
2.7 Human resources	80	(4)
2.8 Supply chain management	84	(6)
2.9 Business fusion	90	(6)
Part Three: Successful Outsourcing
Introduction	96	(2)
3.1 Defining an outsourcing strategy	98	(7)
3.2 From thought to outsource	105	(7)
3.3 Creating a robust contract	112	(7)
3.4 A structure for success	119	(11)
3.5 Effective governance	130	(8)
3.6 The human side of outsourcing	138	(8)
3.7 Successful transition	146	(10)
Part Four: Case Histories
Introduction	156	(57)
4.1 Britannic Assurance	162	(5)
4.2 CESPA	167	(4)
4.3 The Coal Authority	171	(7)
4.4 Corus	178	(6)
4.5 Dara	184	(6)
4.6 GM Europe	190	(7)
4.7 Hydro One	197	(5)
4.8 Mercedes-Benz USA	202	(5)
4.9 Ontario Power Generation	207	(6)
4.10 Prudential	213	(4)
4.11 Sprint	217	(5)
Appendices
Appendix I: Transformational Outsourcing - An IDC White Paper Sponsored by Capgemini	222	(21)
Appendix II: Capgemini locations	243