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Services outsourcing is an increasingly attractive option for firms seeking to reduce costs and achieve service improvements. Many organisations now choose to transfer responsibility for entire functions such as human resources, finance and information technology services to both local and global vendors. Yet outsourcing such functions is a complex process, one that is driven by factors that transcend cost considerations alone. Issues such as service design, unbundling processes, managing work across different cultures and time zones, and business process redesign have all become important elements of managing services outsourcing arrangements. This book uses tools and techniques from a variety of disciplines to show how to successfully plan, implement and manage services outsourcing arrangements. Based on in-depth analysis of large-scale outsourcing arrangements across a wide range of sectors, this is an excellent resource for both academics and practitioners who wish to understand more about this complex phenomenon. Table of Contents 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.