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Copyrighted Material brow_z02bindex.qxd 3/15/05 11:30 AM Page 353 Index A AlphaStaff Group Inc., 165, 167, 169, 175 American Association of Chief Accenture, 153, 159, 164, 165, 167, Resource Officers, 151 168, 169, 170, 171, 329 American Customer Care, Inc., 169, Accenture HR Services, 167, 171 175 Accidental transformation, 29 AMG Logistics, 168, 170, 175 Accolo, 169, 171 Amisys Synertech, 167, 175 Accord Human Resources, 167, 172 Amnet Systems Private Limited, 167, Accountability, 144 175 Accounting and audit, 3, 7, 8, 9, 41, AMR Research, 4 108–109, 121, 122, 157, 164, 168, Anderson, Stuart, 90 259, 263, 272, 274, 278, 301, 313, Anti-outsourcing web sites, 265 323, 326, 336 Aon Consulting, 167, 170, 175 Accounts payable, 157, 164, 259 API Outsourcing, Inc., 164, 176 Accounts receivable, 157, 164, 278 AppLabs, Inc., 170, 176 ACS, 164, 167, 169, 170, 172 Application development, 157, 164 Acxiom Corporation, 166, 168, 172 Application maintenance and Adecco Recruitment Management reengineering, 157, 164 Solutions, 169, 170, 172 Application management, 157, 164 Administaff, 167, 173 Applications, 158, 168 Administrative and management Aquarian Group, 164, 167, 177 support services, 157, 164 Aquent Inc., 164, 165, 167, 170, 177 ADP Employer Services, 161, 165, Arambh Network, 168, 176 167, 173 ArchiLog, 168, 176 ADP TotalSource, 161, 169, 173 Architecture and engineering, 157, 164 Advanced Business Fulfillment (ABF), Argentina, 5 166, 167,COPYRIGHTED 173 Ariba, MATERIAL 169, 170, 176 Advantec, 167, 170, 174 ARINSO International, 165, 167, 169, Advertising, 103, 153, 268, 275, 288, 177 326, 338 Artemis PR and Design, 166, 177 AFFINA, 166, 173 Arthur, Sir Michael, xiii AIG Technologies, 174 Assess to expertise, 87 Ajuba Solutions, 165, 167, 174 Assessment team, 75–76 All States Technical Services, 164, 174 Asset transition, 129 Allenbrook, Inc., 168, 174 AT&T Solutions, 169, 170, 178 353 brow_z02bindex.qxd 3/15/05 11:30 AM Page 354 354 Index Atos Origin, 161, 167, 169, 178 Brazil, 330, 342 Auburn University, viii Bridgestone/Firestone Information Australia, 48, 58, 272, 274, 285, 288, Services (BFIS), 168, 180 291, 292, 293, 323, 336, 341, 342, Brokering outsourced services, 347 343, 344, 345 Bundling, 123–125 Avaya, 170, 178 Bush, President George W., 4 Business continuity services, 158, 165 Business plans, 325 Business Process Outsourcing (BPO): B attitudes toward, 7 benefits from, 8 common categories, 89 Backoffice outsourcing, 52, 101, 154, definition, 20 164 finance and accounting, 3, 89 Backsourcing, 347 global growth, 3 Bangalore, xiii, 3, 238 growth in India, 3 Banking and financial solutions, 158, human resources, 89 165 IT growth, 3 Banking industry, 2, 286, 310, 312 logistics, 89 Banking jobs, 2 payment services, 89 Barry-Wehmiller International revenues, xi Resources (BWIR), 166, 167, sales and marketing, 89 178 satisfaction with, 8 BearingPoint, 166, 167, 168, 170, 179 usage, 7 Benchmark audits, 59 worldwide market, 9 Benchmark Electronics, 169, 179 Business process outsourcing (BPO) Benchmarking, 2, 59, 72, 79, 133, 260, management, vii, 2, 158, 165, 261, 262, 336, 347 347 Benefit Information Services, Inc. Business process reengineering, 347 (BIS), 165, 179 Business Roundtable, The, 19, 28 Benefits administration, 158, 165 Business services reengineering, 158, Benefits of outsourcing, 70, 73–86, 165 125, 153, 258, 275, 283, 304, 334 Business support systems, 158, 165 Best practices, 34, 51, 134, 139, 140, Buyer characteristics, identifying, 52 141, 151, 269, 270, 306, 322, 347 employing, 34 implementing, 140–141 Bestshore Outsourcing, 49 C finding jobs, 277–296 Birch Group, 169, 179 Birlasoft, 168, 179 Call centers, 41, 158, 165, 238, 257, Black Book Model of Successful 330 Outsourcing, 26 Canada, 4, 48, 49, 274, 285, 286, 288, Blogs, 247 291, 292, 323, 329, 330, 338, 342, BlueStar Solutions, 168, 180 343 Booz Allen Hamilton Inc., 168, 180 Canned contracts, 149 BrassRing, 169, 180 Capggemini, 159, 167, 168, 180 brow_z02bindex.qxd 3/15/05 11:30 AM Page 355 Index 355 Capital business management, 158, 165 Cognizant Technology Solutions, 160, Capital funds, 46 164, 168, 170, 183 Captive centers, 347 Collections, 158, 165 Career ladders, 259 Commercialization, 348 Career opportunities emerging, Communications, 56 150–156, 246, 251, 252, 254, 268, Communications management, 158, 285, 291, 292 165 CareerSoar, 165, 169, 181 Compass Technology Management, Caresoft Inc. Software Quality 165, 166, 183 Assurance Labs, 170, 181 Competitive, 348 Castellani, John, 19, 28 Competitive process, 138–139 CCR Services, 165, 181 Complete HR, 167, 183 Celent, 2 CompuCom, 168, 183 Cendian Corporation, 168, 169, 181 Computer Enterprises Inc., 166, 184 Cendris, 166, 167, 181 Confidentiality, 146–147 Ceridian Centrefile, 161, 166, 167, Construction, 158, 166 181 Consulting outsourcing versus, 27 Certifications: Content solutions, 158, 166 buyer professional, 151–152 Contingency planning, 86 in outsourcing, 151, 249 Contract: vendor professional, 151–152 drafting, 141–145 Certified Chief Resource Officer, 151, guidelines, 144 262, 275, 348 key elements, 142 Certified Outsource Administrator, management, 145–149 151–152 manufacturing, 348 CGI, 160, 164, 167, 168, 182 measurements, 141 Change management, 146 negotiation, 141–145 Channel Solutions, 158, 165 Contract boilerplate, 145 CheckPoint HR, 167, 182 Contracting, jobs in, 269 Chief Resource Officer, 57, 59, 69, 70, Contracts: 125, 126, 138, 150, 151, 152, 153, outsourcing, 137–139 154, 258, 260, 261, 262, 267, 293, renegotiations, 3 300, 304, 348 Control, 64–66 Chief Resource Officer, training Convergys Corporation, 159, 165, 166, courses, 151–153 184 Chile, 48, 331 Convergys Employee Care, 167, 184 China, vii, 3, 10, 48, 58, 289, 323, Corbett, Michael, 8 328, 330, 331, 336, 340, 341 CoreBriX, 169, 184 CIC Enterprises, 170, 182 Core competencies, 6, 7, 33, 36–37, CISCO, 166, 169, 182 41, 45–46, 51, 54–57, 60, 67, 70, CJR’s Campaign Desk, 30 74, 77, 80, 113, 118, 146, ClientLogic, 166, 169, 183 155–156, 234, 262, 270, 301, 303, CNN, Lou Dobbs Tonight, 30 306–307, 316, 348 Coalition for Economic and American Core competency screen, 74 Jobs, 28 Corporate cultures, comparative, Coase, Ronald, 48 119–120 CoEfficient Back Office Solutions, 183 Cosourcing, 348 brow_z02bindex.qxd 3/15/05 11:30 AM Page 356 356 Index Cost(s), 2, 5, 10, 11, 14, 34, 39, 42, Data return, 164, 187 47, 49, 50, 51, 52, 54, 60, 61, 65, Data security, 236 70, 71, 72, 74, 75, 77, 79, 80, 81, Decision drivers, 45–47 82, 83, 84, 85, 121, 128, 134, 142, DecisionOne Corporation, 168, 187 148, 149, 156, 235, 236, 238, 270, Deloitte, 5, 163, 164, 167, 170, 187 303, 306, 307, 315, 318, 322, 327, Design and multimedia, 158, 166 329, 330, 332, 333 Diamond Cluster International, 5 assessing, 73–86 Digica Ltd., 166, 188 benefit analysis, 41, 80–82, 85 Direction Inc., 170, 188 control screen, 74 Diversified Information Technologies, determination, 118–119 188 Council of Economic Advisors, 29 Dobbs, Lou, 30, 265 Covansys, 161, 164, 167, 168, 185 Document creation and management, Creative sourcing, 68 158, 166 Creditability, 39 Document processing, 158, 166 Credit services, 158, 166 Donohue, Tom, 263 Critical versus core operations, 74, DOW Networks, 165, 188 348 Downsizing, 348 CRO Institute, 348 Dual ladder approach, 259 CSC: Due diligence, 59 Credit Services, 160, 166, 185 Financial (Computer Sciences Corp.), 160, 164, 165, 166, 167, 185 E CTG, 164, 166, 185 Customer First Call Centers, 165, 186 Customer Relationship Management EADS (European Aeronautic Defense (CRM), 97, 158, 166, 322, 348 and Space Company), 167, 188 Customization, 68 Earnest John Technologies (EJTL), 164, Cybersecurity and infrastructure 189 support, 158, 166 Eastco Building Services, 166, 189 Czech Republic, 329 Eastern Europe, 9, 48 eBenX, Inc., 165, 189 Ebix Inc., 170, 189 EchoData West, 167, 189 D Eclipsys, 190 Economic analysis, 337–338 eDATA Infotechp Ltd., 164, 190 D&B Receivable Management Services, Edcor, 170, 190 165, 186 EDS, 162, 164, 165, 167, 190 Daksh (IBM), 159, 164, 165, 167, 186 Educational training, 104 Dartmouth College, 12, 33 eFunds Corporation, 159, 164, 165, Database management, 158, 166 166, 167, 190 Databases, job, 256–257 E-Learning and education solutions, Data center management, 158, 166 158, 166 Data Infosys Ltd., 168, 186 Electronic Data Systems. See EDS Datamatics, 162, 164, 170, 187 Emerging opportunities, 91–110 brow_z02bindex.qxd 3/15/05 11:30 AM Page 357 Index 357 Employee contact and service centers, 50 best managed outsourcing vendors, 158, 166 159–163 Employment solutions, 158, 166 Finance, outsourcing, 3, 5, 7, 8, 52, 76, emr Technology Ventures, 164, 191 115, 123, 126, 145, 249, 255, 258, End-of-contract options, 148 272, 274, 301, 317, 323 Energy analytics, 158, 166 Finance accounting and audit jobs in, Engineering, 104 272 Enterprise Resource Planning (ERP), Finance and financial services, 158, 158, 166 167, 272 Enterprise storage solutions, 158, 166 Financial: Entrepreneurial, opportunities in benefits, 52–53 government, 314–316 management, 101 Entrepreneurs, 249 outsourcing pros and cons of, 54 outsourcing market, 14 ratios, 38 Entrepreneurship, 308–324 services outsourcing, 95, 349 Environmental management, 158, 166 First Mover, 313 EonBusiness, 170, 191 1st Odyssey Group, 167, 171 Epicenter, 165, 169, 191 firstoutsourcing.com, 59, 116, 132, Equitant, 166, 170, 191 193 Ernst & Young LLP, 159, 164, 170, First Outsourcing, 168, 193 192 Flexibility, 158, 168 ERP Outsourcing Asia Pte Ltd., 166, FOCUS AMC, 164, 194 192 Forms Processing, Inc. (FPI), 167, 194 Espire Infolabs Inc., 164, 192 Forms processing/BPO, 158, 167 Estco Medical, 169, 192 Forrester Research, 3, 11 Estonia, 5 Fortune Infotech, 167, 194 ETelecare, 165, 192 Foundations, 53–55 Eurobase Limited, 170, 192 Framework, 350 Europe, xi, 3, 6, 7, 11, 48, 143, 154, Full-time equivalents, 39 280, 286, 287, 289, 293, 294, 323, Functional process outsourcing, 349 324, 336, 338 Functional pros and cons of EXL Service, 164, 193 outsourcing, 54 Expatriate, 290–291 Expense management, 158, 166 Exult, Inc., 160, 166, 167, 170, 193.
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