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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.
About the Authors xix
Chapter 1: Globalization of Services: What, Why, and When 17
Chapter 2: The Economics and Drivers of Offshoring 49
Chapter 3: Making It Real 89
Appendixes for Chapter 3 135
Appendix 3A 135
Locating a Task on the Process Decomposition Compass
Appendix 3B 136
Assessing the Feasibility, Value, and Risk of Potential Outsourcing Efforts
Appendix 3C 138
Assessing the “Offshoreability” of Potential Tasks and Processes
Appendix 3D 140
What’s Typically Covered in an SLA?
Chapter 4: The Supply Side 143
Chapter 5: Shifting Skill Sets 175
Chapter 6: The Services Shift: Policy Implications 199
Chapter 7: Looking Ahead 245
Appendixes for Chapter 4 263
Appendix 4A 263
Appendix 4B 264
Appendix 4C 272