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This updated edition of Managing Business Support Service is an essential guide for any organisation contemplating outsourcing services. It is equally relevant to larger SMEs, middle market companies, multi-nationals and public sector agencies and provides: Authoritative strategies for successfully outsourcing IT, customer services, finance, HR, logistics and other business functions; Latest management ‘best practice’ set in an international context; Advice on contracting suppliers, managing the process and ensuring good governance; Recent case studies from Britannic Assurance, CESPA, Corus, Dara, Hydro One, GM Europe, Mercedes-Benz, Ontario Power, Prudential and Sprint Effective outsourcing and management of support services can provide companies with crucial competitive edge. However, knowing what to do 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. Written by leading international experts this book aims to help non-specialist managers acquire enough knowledge to understand what to outsource and then to manage the processes and get the most from their suppliers and their professional knowledge. Written by leading international experts this book aims to help non-specialist managers acquire enough knowledge to understand what to outsource and then to manage the processes and get the most from their suppliers and their professional advisors. Table of Contents Strategic options The business case for outsourcing Outsourcing evolution Supporting outsourced services Managing cost Where in the world? The myths of outsourcing New technology Good practice of outsourcing Applications management Data centre services Distributed and desktop services Networks Security Finance and administration Human resources Supply chain management Business fusion Successful outsourcing Defining an outsourcing strategy From thought to outsource Creating a robust contract A structure for success Effective governance The human side of outsourcing Successful transition Case histories