Global Services Outsourcing

Ronan McIvor is Professor of Operations Management at the University of Ulster. He has carried out extensive research in the area of outsourcing and supply chain management. He is the author of a number of books, including The Outsourcing Process: Strategies for Evaluation and Management (Cambridge University Press, 2005).

• List of figures; List of tables; List of illustrations; Acknowledgements; 1. Introduction; 2. Global services outsourcing overview; 3. Making the services outsourcing decision; 4. Location and sourcing model choice in global services outsourcing; 5. Managing global services outsourcing arrangements; 6. Creating shared services arrangements; 7. Services outsourcing and performance management; 8. Services outsourcing and the spin-off arrangement; 9. Learning from failure and strategies for recovery in business process outsourcing; 10. Conclusions; Glossary; Index.

'The author presents an excellent and timely analysis of the complex process of global service outsourcing. In contrast to most literature in the field, the book not only deals with a broad range of business services but also provides deep insights into the entire outsourcing process from the strategic outsourcing decision to the management, assessment and development of the new relationship. By combining theoretical insights and illustrations from well-selected cases, the author succeeds in presenting balanced and trustworthy approaches and methods that show us how to reap the benefits of outsourcing while minimizing its risks. The book is a must for everyone who wants to stay at the forefront of contemporary global business.' Lars Bengtsson, Professor, University of Gävle, Sweden