Table of Contents

PREFACE: The Issues 1

THE FRAMEWORK

1. The Thesis 4

2. What is Outsourcing? 9

THE HYPE

3. Claims Versus Reality 14

THE REAL ISSUES

4. The Real Motives for Outsourcing 28

5. Customer Focus 30

6. Tailoring 32

7. Control Over Priorities 34

8. Response Time 36

EXTENDED STAFFING

9. Who's Really Better At What? 44

10. Extended Staffing: How to Get the Best of Both Worlds 52

11. Extended Staffing Guidelines by Function 66

BEATING THE COMPETITION

12. Responding to an Outsourcing Challenge 74

13. How to Preclude Being Outsourced 87

14. How to Build a Healthy Internal Organization 91

TURNING THE TABLES

15. In-sourcing 96

16. Conclusion: Invest Internally 99

INDEX 102