Global Sourcing of Services

"I found this book to be very relevant and practical for current or potential managers of global sourcing embedded within client or vendor companies. The models and frameworks facilitated holistic learning and the minicases were great for providing practical insights."

"This book offers an analysis of a truly impressive array of topics that are related to outsourcing. Any student or scholar interested in outsourcing will find the logical organization and theoretical models outlined in the book helpful. Any member of the public who is optimistic or pessimistic about the impact of outsourcing on the world economy, sociology, and politics would find this book highly enlightening. Any company that is engaged or contemplating to engage in outsourcing will benefit from the insights that this exciting book offers."

"This book is immensely useful for global sourcing professionals across industries. It provides an easy to understand approach and a comprehensive coverage of all aspects of sourcing strategies through simplified frameworks and well researched cases."

"As an MIS educator, we are responsible for engaging our students on the topics that sit at the intersection of information systems and global sourcing. Today's agile enterprises utilize sophisticated logistics and supply chain analytics technologies to deliver global supply chain systems for all aspects of business. This book fills a void for students, technologists, strategists and educators alike to explore global sourcing issues with depth- the book is interesting and wide-ranging in scope."

"The book offers an analysis of the key issues in global outsourcing and offshoring, and practical frameworks that serve as a tool kit not only for students, but also for managers. The sourcing models available for client firms are talked about in great details. The mini-cases at the end of chapters beautifully puts the chapter contents into practitioner perspective. Overall, it's a fascinating book to master key concepts of global outsourcing."

"I found the book from Palvia & Palvia to be very useful, comprehensive and timely, as we see more and more services and products move at electronic speed and over the Internet. The case studies are quite clear and concise and the glossary of terms is especially useful. Both practitioners and academicians can find useful insights in the book."

"From KMG's vantage point as a provider of services for banking/financial and healthcare industry for over 25 years, this book is very useful for current or potential managers of global sourcing vendors. The mini-cases provide substantial practical insights to put theoretical concepts into action. Students who study this book will find it useful when they enter the real world of commerce in their first job."

"This title features an integrated, up-to-date coverage of current topics and industry trends in global sourcing and offshoring. The authors, both renowned experts in this field, have masterfully treated an exceedingly complex topic to make it accessible to readers at all levels. This is perhaps the first book of its kind, with a focus on the concepts of sourcing of services as applied to practical business situations. The book is interspersed with real-world examples illustrating the critical issues in outsourcing and offshoring. Whether you are a student, a serious researcher, or a practitioner of global sourcing operations, the book is a must-read."

"This book deals with one of the key ingredients responsible for the phenomenal success of Silicon Valley and almost 100% of technology companies we and all other Venture firms invest in. Without outsourcing of software development and other IT services, the internet revolution simply would not have happened with speed and cost that was essential to make hundreds of products available to billions of people around the world. I personally cannot even imagine how Silicon Valley companies could survive without their ability to outsource critical services to other countries. I would personally encourage every CEO of our companies to read this book to explore additional ideas and resources detailed in the book and continue to optimize the speed and cost of development for ongoing operations of the companies to stay competitive. Great Job done by authors! Congratulations for the comprehensive work presented in the book."

"This book gives you a very practical introduction to outsourcing with many 'real life' examples that explain the theoretical foundation. Hence you will earn a deeper understanding of how to manage outsourcing without ever feeling overrun at any point. Overall chapters can be very helpful when it comes down to get to work with the implementation of various types of outsourcing in your company. If your company is thinking about implementing or expanding outsourcing, then this book is the place to start your research on this topic."

"The book is written simply yet covers all the aspects of the subject matter giving the reader an easily comprehensible 360 degree view on global sourcing of services. Short cases lend the practical credibility to the theoretical frameworks."

"Global Sourcing of Services is a clear and comprehensive introduction to global sourcing issues in the digital world of the 21st century. The wealth of empirical data and case studies will be beneficial for both researchers and students. The material is highly appropriate for a graduate level business class or an upper-level undergraduate class."

"I found the book very useful in understanding the nuances of global sourcing of services, which is of prime importance in today's highly globalized world. The mix of theory and case studies makes for a very involved learning. Highly recommend read for anyone even remotely associated with doing business today."

"An extraordinary book that presents really useful cases and relevant information related to the ever complex and evolving global sourcing industry. As an entrepreneur of an international service firm, I definitely recommend having it close to you as a reference book."

"I thoroughly enjoyed reading some of the chapters of your book Global Sourcing: Strategies, Issues and Challenges. I found the book to be comprehensive and easy to understand. It will serve as a very valuable tool for current or potential managers of global sourcing in client and vendor companies alike. The practical insights into various aspects of global sourcing in the book will be of tremendous help to the readers. Congratulations on a well written book and Best Wishes."

"I found this book to be very helpful in planning my strategy to source technology services overseas. The mini-cases really brought to life the day to day challenges I would face executing this strategy."

"This book is an excellent read for the people with IT and non-IT background. It is especially suited for the executives of companies who are exploring IT outsourcing as a strategic option. Book is easy to understand, and content logically organized. It covers all aspects of IT outsourcing and must read for all the folks associated with Global Sourcing industry."

"The book describes the process of Global Sourcing in detail with the precise focus on critical factors impacting Outsourcing business. The elaborated account of factors to be considered while selecting vendors and further elaboration on Relationship Management is a boon for any client company in their Vendor selection process."

About the Editors

Shailendra Palvia is a Professor of MIS in the College of Management at Long Island University Post. Dr Palvia received the prestigious Fulbright–Nehru Senior Scholar Fellowship award for the year 2016–17. He received his PhD and MBA from the University of Minnesota, and BS in chemical engineering from the Indian Institute of Technology in New Delhi. His research interests include management of the systems development process; human, social, and global issues of IT; IT applications and architecture; telecommuting; computer software training methods; electronic commerce; smart sourcing of services; e-government; and online education. He has published over 150 refereed articles in journals, conference proceedings and books. Journals in which he has published include Decision Sciences, CACM, MIS Quarterly, Journal of Information Systems, Information & Management, Journal of Systems Management, International Journal of Information Management, Electronic Markets, Information Resource Management Journal, Journal of Industrial Management and Data Systems, Journal of Global Information Management, and Journal of Information Systems Education. He was the founding editor during 1999–2007 and is current editor since 2014 of the Journal of IT Case and Application Research (JITCAR). From 2002 to 2013, he has chaired the annual international smart-sourcing conferences. He has been an invited speaker to conferences and institutions in Germany, India, Italy, Singapore, Thailand, and Russia.

Prashant Palvia is Joe Rosenthal Excellence Professor in the Bryan School of Business & Economics at the University of North Carolina at Greensboro, US Dr Palvia received his PhD, MBA, and MS from the University of Minnesota and BS from the University of Delhi, India. He has worked extensively in the field of Global Information Technology Management (GITM) and chaired the annual GITMA world conference from 2000 to 2014. Professor Palvia is the Editor-in-Chief of the Journal of Global Information Technology Management, Associate Editor for Information & Management and is on the editorial board of several journals. His research interests include global information technology management, healthcare IT, virtual teams, electronic commerce, media choice theory, and trust in exchange relationships. He has published 108 journal articles in such outlets as the MIS Quarterly, Decision Sciences, Communications of the ACM, Communications of the AIS, Information & Management, Decision Support Systems, and ACM Transactions on Database Systems, and 213 conference articles. He has co-edited four books on Global Information Technology Management. Recently, he formed an international research team and launched the "World IT Project," which looks at important IT issues in over 40 countries across the world.

About the Contributors

Anil Gurung is an Associate Professor in the Division of Management, Marketing and MIS at Marshall University's College of Business. Previously he served in the faculty at Kansas State University and Neumann University. He received his PhD in Business Administration with Major in Information Systems and Minor in Operations Management from the University of Texas at Arlington and MBA from Missouri State University. Current research interests are in the areas of information security and privacy, e-commerce, and cultural and social aspects of business computing. His research has been published or forthcoming in various journals such as Journal of Global Information Technology Management (JGITM), International Journal of Information Systems and Change Management (IJISCM), Journal of Organizational and End User Computing (JOEUC), International Journal of web-based Learning and Teaching Technologies (IJWLTT), Journal of Information Privacy and Security (JIPS), Information Management and Computer Security (IMCS), Journal of Computer Information Systems (JCIS), and Journal of Organizational Computing and Electronic Commerce (JOCEC).

Edmund Prater is Associate Professor in the Department of Information Systems and Operations Management, The University of Texas at Arlington. His research interests include international agility as regards the supply chain function, small and medium sized firms, international business, and medical systems. His work has been published or accepted in journals such as The Journal of Operations Management, The International Journal of Operations & Production Management, Communications of the ACM, The International Journal of Physical Distribution & Logistics Management, Medical Group Management, The International Journal of Health Systems and informatics and Decision Sciences Journal of Innovative Education. My work experience includes being a Senior Manager in BellSouth's Technology Assessment Group and having co-founded an import/ export firm in Russia. He has received research grants from the French Government and teaching awards from UTA, Georgia Tech and the US Air Force.

Sonia Gantman is an Assistant Professor of Accounting at Providence College, RI. She earned her PhD degree in Information Systems from Bentley University in 2012. Dr Gantman's research interests include various aspects of implementation and use of complex information systems, in particular — knowledge management, communication and control in complex IT projects and in complex organizational settings; technology adoption; IS alignment with business processes; technology related gender issues. Dr Gantman has published journal articles in Communications of AIS, Information Polity, and the Journal of Global Information Technology Management. She has also presented her research at multiple national and international conferences.

Peter Haried is an Associate Professor of Information Systems at the College of Business Administration, University of Wisconsin-La Crosse. He received his PhD in Management Science with a concentration in Management Information Systems (IS) from the University of Wisconsin-Milwaukee. His research focuses on: IS offshoring, IS project management, health information systems and e-commerce continuance. He has published over 30 papers in international conferences and journals. Some of his recent publications can be found in: Journal of Computer Information Systems, Project Management Journal, Journal of Information Technology Cases and Application Research, Journal of International Technology and Information Management, International Journal of Information Technology Project Management, International Journal of Information Systems and Social Change, International Journal of Virtual Communities and Social Networking, Journal of Business and Behavioral Sciences, Academy of Information and Management Sciences Journal, and Business and Professional Ethics Journal.

K Ramamurthy is a professor of management information systems (MIS) and Roger L Fitzsimonds Distinguished Scholar at the Sheldon B Lubar School of Business University of Wisconsin-Milwaukee. He received a PhD in business with an MIS concentration from the University of Pittsburgh. He also has 20 years of industry experience, holding several senior technical and executive positions. His current research interests include e-commerce with inter-organizational systems/electronic data interchange and the Internet; IT outsourcing; data resource management and data warehousing; IT business value; decision and knowledge systems for individuals and groups; adoption, assimilation, and diffusion of modern IT; and total quality management, including software quality. He has published over 50 research articles in major scholarly journals, including MIS Quarterly, Journal of Management Information Systems, IEEE Transactions on Software Engineering, Decision Sciences, IEEE Transactions on Systems, Man and Cybernetics, Decision Support Systems, European Journal of Information Systems, Information & Management, IEEE Transactions on Engineering Management, Journal of Organizational Computing and Electronic Commerce, International Journal of Electronic Commerce, International Journal of Production Research, International Journal of Human–Computer Studies, Journal of International Marketing, OMEGA, INFOR, Journal of Information Technology Cases and Application Research, and over 30 articles in refereed scholarly conference proceedings. He served as an associate editor of MIS Quarterly for four years. He is a charter member of the Association for Information Systems.

Saji K Mathew is currently an Associate Professor at the Department of Management Studies, Indian Institute of Technology, Madras. His PhD research and subsequent academic work focus on the role of Information Technology in Business and Management. As a Fulbright Scholar, he did his postdoctoral research on risk mitigation in offshore IT outsourcing at the Goizueta Business School of Emory University, Atlanta (US). His present research interests cover strategies in offshore IT outsourcing, issues in IT infrastructure management services, information privacy and data mining. His articles have been published in reputed international journals. He has about 10 years of work experience in the area of industrial automation in the Indian industry covering private and public sector companies. He has provided industrial training and consulting for companies such as Exxon Mobile, Genpact, HP Globalsoft, Oracle India, Primus Retail, L&T, and Hindustan Aeronautics Limited in addition to sponsored research projects for Nissan, Hand in Hand, Infosys and DSIR. He teaches courses such as Management Information Systems, Data Warehousing and Data Mining, IT Services & Outsourcing, Information Systems Development and Research in IT and Organizations.

Madhuchhanda Das Aundhe did her PhD in Management from the Indian Institute of Management, Bangalore (IIMB). Her area of specialization is Information Systems. She worked in the Indian Process and IT industries before taking up research and teaching. She has been doing research related to IT and IT enabled Services, and has handled courses for postgraduate programs and executive management programs. As a Fulbright Senior Research Fellow she worked in the area of Relationship Management in Outsourcing Engagements at Louisiana State University (LSU), US Her other areas of academic interest are e-Governance, Software Engineering, and Business Process Modeling.

Christine V Bullen is a retired Professor of Stevens Institute of Technology, where she was also the director of the major in IT Outsourcing in the MSIS and MBA programs. She is also the co-founder of the Global Sourcing Council, a non-profit volunteer organization that is focused on socially responsible sourcing through sponsored forums and white papers. She earned her PhD from Stevens Institute of Technology and her MS from MIT, where she served as the Assistant Director of the MIT Center for Information Systems Research (CISR) for 17 years. Dr Bullen has co-authored and contributed to eight books in the areas of impact of outsourcing on IT Workforce, computer-supported cooperative work, electronic communications, critical success factors — in journals like CAIS, MIS Quarterly, IBM Systems Journal, Harvard Business Review, Aurebach Publications, and MIT CISR working papers.

Richard LeFave founded D and L Partners, LLC in 2008 that is focused on information strategy and execution. He works on IT delivery strategies, provides insight into large scale IT merger strategies, global outsourcing, CIO advisement, synergy attainment and IT organizational effectiveness/business alignment. He is actively involved with Board level IT advisory and international IT CIO engagements in global outsourcing and IT ERP optimization. Current engagements included providing IT strategy to a major telecommunications firm including global sourcing selection, business ERP transformation and organizational alignment, due diligence in support of a major merger/acquisition and CIO/CTO support to a high tech internet company. Publications by LeFave include a fictional book available on Amazon.com "An IT Tale — A Program Manager's Journey" and jointly authored a best practices book also available on Amazon.com "Implementing Strategic Sourcing". LeFave received a BS from Boston University, a MBA from The University of Puget Sound in Seattle and a MS in Systems Management from the University of Southern California. He also completed the Harvard Business School Advanced Management Program and is a veteran of the US Army.

Selig is the Dean for Industry Outreach and Director of the Technology Management Graduate Degree Programs in the Graduate Studies and Research Division and the School of Engineering at the University of Bridgeport. He also manages the CTech IncUBator at UB in partnership with Connecticut Innovations. He earned degrees from City, Columbia, and Pace Universities in Economics, Engineering, and Business. Dr Selig has thirty plus years of diversified domestic/ international executive, management and consulting experience with both Fortune 500, smaller organizations in multiple industries and startups. He has authored 6 books and over 70 journal articles and conference papers. He is a dynamic and popular speaker.

Naureen Khan is a Senior Lecturer at the School of Business and Economics, Department of Management, North South University, Dhaka 1229, Bangladesh. She has completed her MSc in Information Systems from Brunel University, UK. Her research interests include Governance, offshore outsourcing business models and strategic planning in Information Systems.

Guy Fitzgerald is a Professor of Information Systems at the School of Business and Economics, Loughborough University, UK. Guy Fitzgerald was previously at Brunel University and prior to that at Aston, Warwick, London, and Oxford. He has also worked in the computing industry as a programmer, analyst and consultant. He is the author (with David Avison) of an influential text book on systems development and is the founding editor of the Information Systems Journal (ISJ). Guy's research interests are mainly related to the successful development of information systems and the approaches and methods involved, including agile. He has also published in the areas of executive information systems, strategic planning, outsourcing, and eParticipation.

Dev K Dutta is an Assistant Professor of Strategic Management & Entrepreneurship at the Peter T Paul college of Business and Economics at University of New Hampshire. He brings with him about fifteen years of professional experience as a strategist and about 10 years of academic experience in strategy and entrepreneurship research. His research has been published in the Journal of Business Venturing, Entrepreneurship Theory & Practice, International Entrepreneurship & Management Journal, Production and Operations Management, Journal of International Management, and the Journal of Global Information Technology Management, amongst others. He has also widely presented his research at many national and international conferences such as the annual meetings of the Strategic Management Society, Academy of Management, Academy of International Business, and the Babson College Entrepreneurship Research Conference.

Kholekile L Gwebu is an Associate Professor of Decision Sciences at the Peter T Paul College of Business and Economics at the University of New Hampshire. His research interests are in e-commerce, opensource software and IT Outsourcing. His papers have appeared in journals such as Decision Support Systems, Journal of Information Systems, Journal of Systems and Software, Information Society, Journal of Strategic Information Systems, and Journal of Electronic Commerce Research.

Jing Wang is an Assistant Professor of Decision Sciences at the Peter T Paul College of Business and Economics, University of New Hampshire. Her research focuses on the areas of IT Outsourcing, open source software, and agent-based decision support systems. Her work has been published in the Decision Support Systems, Journal of Strategic Information Systems, Journal of Information Systems, Journal of Information Technology Theory and Application and Journal of Systems and Software.

Per Svejvig is an Associate Professor at the Department of Business Administration, Aarhus University, Denmark. His research interests are in the area of implementation and use of enterprise systems, managing IT-enabled change, interplay between technology and organizations, and project management. He has among others published in Journal of Information Technology, Journal of Information Technology Case and Application Research; and International Journal of Enterprise Information Systems. He holds a PhD in Enterprise Systems from Aarhus University. He has more than 25 years of business experience as a manager, project manager and consultant. He is a Certified Senior Project Manager (IPMA level B).

Madhu T Rao is an Associate Professor of Information Systems in the Albers School of Business and Economics at Seattle University. Dr Rao is an expert in areas of global IT management and the control and coordination of dispersed teams. His research has been published in widely-used textbooks as well as in respected academic journals. Dr Rao has served as an expert commentator for both the Seattle Times as well as public television in areas relating to global offshoring. Dr Rao has a PhD in Management Information Systems with a minor in International Business from Indiana University, Bloomington. Before joining Seattle University, he was on the faculty at American University in Washington DC as well as Salisbury University in Maryland. Prior to becoming an academician, Dr Rao was a systems analyst for Tata Consultancy Services in New Delhi, India.

Gloria Sánchez is a Sr. Product Marketing Manager at Microsoft. Ms. Sánchez manages the competitive marketing community efforts for the Cloud & Enterprise business. Prior to joining Microsoft, she ran a small gourmet business in Mexico acquiring large corporate customers such as Walmart. She also worked at Gallup Mexico overseeing the execution of market research studies for several Fortune 500 companies. Ms. Sánchez has a BA from Instituto Tecnol ógico y de Estudios Superiores de Monterrey and a MBA from Seattle University.

Joseph Rottman is Chair, Global Leadership and Management, Director of the International Business Institute, an Associate Professor of Information Systems and a Research Fellow in the Center for International Studies at the University of Missouri — St. Louis. He has conducted case studies in over 40 firms and has been engaged by Fortune 500 firms to analyze their offshore strategies. His recent book, Emerging ITO and BPO Markets (with Mary C Lacity and Erran Carmel) explores two niche sourcing markets: rural and impact sourcing. His publications have appeared in Sloan Management Review, MIS Quarterly Executive, Information Systems Frontiers, Strategic Outsourcing: An International Journal, IEEE Computer, the Journal of Information Technology, the American Review of Public Administration and Information and Management and leading practitioner outlets such as CIO Insight and the Cutter Consortium.

Mary Lacity is Curators' Professor of Information Systems and an International Business Fellow at the University of Missouri, St. Louis. She is also Visiting Professor at the London School of Economics, a Certified Outsourcing Professional^®, Industry Advisor for the Outsourcing Angels and the Everest Group, Co-editor of the Palgrave Series: Work, Technology, and Globalization, and on the Editorial Boards for Journal of Information Technology, MIS Quarterly Executive, IEEE Transactions on Engineering Management, Journal of Strategic Information Systems, and Strategic Outsourcing: An International Journal. She has given executive seminars world-wide and has served as an expert witness for the US Congress. She was inducted into the IAOP's Outsourcing Hall of Fame in 2014, one of only three academics to ever be inducted. She has published 20 books, most recently Nine Keys to World-class Business Process Outsourcing (Bloomsbury Publishing, London, 2015; co-author Leslie Willcocks).