Preface.
About the Author.
1 Strategy of Outsourcing.
Overview of Outsourcing.
Outsourcing Risks.
Initiating Outsourcing.
Companies That Take Over Outsourced Functions.
Summary.
2 Outsourcing a Function.
How to Find an Outsourcing Supplier.
Evaluating Potential Outsourcing Suppliers.
Cost of the Outsourcing Relationship.
Personnel Issues.
Transition Issues.
Relations with the Outsourcing Partner.
Measuring the Service Level of Each Outsourced Function.
Summary.
3 Contractual Issues.
Constructing the Contract.
Contract Clauses.
Function-Specific Contractual Issues.
Summary.
4 Managing the Supplier.
Functional Coordinator.
Legal Management.
Outsourcing Advisory Committee.
Outsourcing Sponsor.
Management of Specific Functional Areas.
Management of International Suppliers.
Summary.
5 Terminating the Outsourcing Arrangement.
Termination Scenarios.
Termination Avoidance.
General Termination Issues.
Function-Specific Termination Issues.
Summary.
6 Accounting for the Outsourced Company.
Impact on Data Collection.
Impact on Financial Reporting.
Impact on Controls.
Impact on Performance Measurement.
Impact on Transactions.
Summary.
7 Outsourcing the Accounting Function.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
8 Outsourcing Computer Services.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
9 Outsourcing the Customer Service Function.
Advantages and Disadvantages.
Contract-Specific Issues.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
10 Outsourcing the Engineering Function.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
11 Outsourcing the Human Resources Function.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
12 Outsourcing the Logistics Function.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
13 Outsourcing the Maintenance and Janitorial Functions.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Summary.
14 Outsourcing the Manufacturing Function.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
15 Outsourcing the Sales and Marketing Functions.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
16 Outsourcing the Administration Function.
Advantages and Disadvantages.
Transition Issues.
Creating Control Points.
Measuring the Outsourced Function.
Potential Customer Service Issues.
Summary.
Appendix Summary of Performance Measurements.
Accounting.
Computer Services.
Customer Service.
Engineering.
Human Resources.
Logistics.
Maintenance and Janitorial.
Manufacturing.
Sales and Marketing.
Administration.
Index.
