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Home > Computers and Information Technology > IT Administration & Services > Outsourcing
U.S. Customer Experiences and Best Practices When Going Offshore
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| Published Date:
May 2004
Published By:
IDC
Page Count:
65
Order Code:
R104-15604
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Table of Contents
IDC Opinion
In This Study
Methodology
Profile of Surveyed Customers
By Vertical Industry
Figure: Respondents by Vertical Industry
By Size of Organization
Figure: Respondents by Company Size
By Job Title
Figure: Respondents by Title
By Size of IT Budget
By Business Model
Figure: Respondents by Captive and Sourced Offshore Services
Executive Summary
Situation Overview
Trend Toward Offshore
Trends in the United States
Figure: Key U.S. Market Trends
Sourcing Selections
Figure: Offshore Service Business Models
Business Model
Country Preference
Figure: Primary Current Offshore Service Centers
Figure: Emerging Offshore Service Centers
Services Offshored
Phase 1: Historical Services Offshored
Figure: Services Historically Offshored
Phase 2: Services Currently Moving Offshore
Figure: Services Currently Moving Offshore
Phase 3: Future Services Offshored
Figure: Services Likely to Be Offshored in the Future
Services with Limited Offshore Potential
Figure: Services with Limited Potential to Be Offshored
Players
Figure: Key Offshore Players and Strategies
Pure-Play Offshore Providers
Regional and Local Players
Global Players
Customer Experience with Offshore
Years Offshoring
Budget Expenditures
Figure: Offshore Services Procurement Share of IT Budget Now and in the Next 12?24 Months
Figure: Drivers of Offshore Services Budget Change in the Next 12?24 Months
Services Offshored
Figure: Initial Services Moved Offshore
Drivers to Leveraging Offshore
Figure: Business Drivers of Initial Offshore Outsourcing
Highest-Risk Offshore Factors
Figure: Top Risk Factors Considered When Moving Offshore
Selection Factors
Figure: Important Diligent Selection Factors for Offshore Outsourcing
Business Model
Figure: Offshore and Onshore Mean Share of Resources
Implications in Customer Offshore Experience
Management Organization
Figure: Skills Required for Managing Offshore Services
Figure: Job Title Best-Suited to Manage Offshore Vendors
Figure: Management Position with Most Influence over Outsourcing Contracts
Implications in Management Organization
Management Processes
Communications
Figure: Top Communication Priorities for Offshore Process Information
Figure: Preferred Method of Offshore Service Communication
Figure: Ideal Frequency of Offshore Service Communication
Intracountry Integration
Figure: Processes Used to Overcome Intracountry Integration Issues
Organizational Adjustments
Figure: Most Difficult Offshore Adjustments
Figure: Method of Mitigating Internal Employee Reaction to Offshoring
Implications in Management Processes
Offshore Benefits
Figure: Benefits of Offshoring
Figure: Time to Benefits from Offshoring
Implications of Offshore Benefits
Vendor and Country Selection
Vendor Selection
Figure: Types of Offshore Vendors Considered
Figure: Top Selection Criteria for Offshore Vendors
Figure: Top Sources for Finding Offshore Service Vendors
Figure: Basis for Selection of Offshore Vendors
Country Selection
Figure: Preferred Countries for Offshore Outsourcing
Figure: Top Criteria for Determining Offshore Country Attractiveness
Implications of Country and Vendor Selection
Contract Management and Pricing
Figure: Top Offshore Service Contract Management Issues
Figure: Pricing Methodology for Offshore Service Contracts
Implications of Contract Management and Pricing
Moving Up the Value Chain
Figure: Offshore Company Attributes
Figure: Offshore Vendor Recognition
Implications of Moving Up the Value Chain
Future Outlook
Market and Industry Implications
Impact of Changing Patterns in Spending
Brand Equity and Value Proposition
Figure: Changing Patterns in Offshore Service Spending
Core Competency
Business Risk
Degree of Investment
Figure: Investment Requirements
Need for Domain Expertise ? Regulations
Opportunities
Figure: Key Short-Term and Long-Term Offshore Opportunities
Short Term
Long Term
Challenges
Mitigating Offshore Risk Factors and Backlash
Effects of Emerging Technologies and Services, OTS Software, and "Improved" Products on Offshore
Internal Organization Resistance to "Traditional" Outsourcing
Service Provider Stability
Offshore Player Brand Limiting Opportunity
Expansion of Global Players Forcing Offshore Player Expansion
Supporting Key Regulatory and Compliance Factors
Essential Guidance
Actions to Consider
Managing the Backlash
Targeting Key Influencers and Buyers
Ensuring Key Customer Contract Management Requirements
Leveraging Emerging Opportunities
Branding "Higher, Value-Added" Sets of Capabilities
Ensuring Appropriate Value Proposition
Figure: Annual Reinvestment Cycle for Offshore Services
Aligning Investment Strategy with Key Trends
Ensuring Cost Control Through Fixed Time/Fixed Price Contracts
Learn More
Related Research
Appendix: IDC Survey Instrument
Offshore Outsourcing
Profile and Demographics
Offshore Experience
Challenges and Adjustments
Benefits and Gains
T&Cs in Offshore Outsourcing
Budget
Table: Share of Overall Offshore Budget
Country and Vendor Perceptions
Criteria
Moving Up the Value Chain
Words of Advice
Definitions
Business Models
Service Options
Synopsis
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