| Introduction to India | |
| First Impressions | p. 1 |
| Personal Impressions | p. 3 |
| Chapter Checklist | p. 6 |
| Indian History and Religion | p. 7 |
| Introduction | p. 7 |
| The Nature of Indian Religions | p. 8 |
| Caste | p. 10 |
| Epic History | p. 11 |
| British Raj | p. 12 |
| Gandhi and the Quest for Independence | p. 15 |
| Nehru and Partition | p. 19 |
| After the British | p. 20 |
| Summary | p. 22 |
| Chapter Checklist | p. 22 |
| Contemporary Indian Politics | p. 25 |
| Attitude to Government | p. 26 |
| Present Administration | p. 28 |
| The Politics of Outsourcing | p. 30 |
| Other Current Issues | p. 33 |
| Possible Future Directions | p. 37 |
| Summary | p. 39 |
| Chapter Checklist | p. 39 |
| Culture and Food | p. 41 |
| Bollywood | p. 41 |
| Music and Literature | p. 42 |
| Indian Food | p. 44 |
| Chapter Checklist | p. 47 |
| Domestic Travel | p. 49 |
| Air Travel | p. 49 |
| Rail | p. 51 |
| Roads | p. 52 |
| Summary | p. 52 |
| Chapter Checklist | p. 53 |
| Security Concerns | p. 55 |
| Natural Disaster | p. 56 |
| Pakistan and Kashmir | p. 57 |
| Nuclear Arms | p. 59 |
| Al-Qaeda | p. 59 |
| Nationalism and Border Disputes | p. 61 |
| Risk Mitigation | p. 62 |
| Recent Events | p. 62 |
| Chapter Checklist | p. 63 |
| The Outsourcing Industry in India | |
| The Outsourcing Drivers | p. 65 |
| Government Policy | p. 67 |
| Globalisation and the Knowledge Economy | p. 69 |
| Technology | p. 71 |
| Corporate Strategy | p. 73 |
| Summary | p. 76 |
| Chapter Checklist | p. 76 |
| The Major Industry Players in India | p. 79 |
| Infosys | p. 80 |
| Wipro | p. 82 |
| Tata Consultancy Services (TCS) | p. 84 |
| The Foreign Invaders | p. 86 |
| The BPO Market | p. 87 |
| Progeon | p. 89 |
| Wipro Spectramind | p. 90 |
| ICICloneSource | p. 92 |
| Daksh | p. 93 |
| Summary | p. 95 |
| Chapter Checklist | p. 96 |
| Ownership Models and Partnership | p. 97 |
| Direct Investment | p. 97 |
| Outsourcing | p. 99 |
| Partnership | p. 102 |
| Summary | p. 103 |
| Chapter Checklist | p. 104 |
| The Major Outsourcing Locations | p. 105 |
| North and West India | p. 105 |
| South India | p. 106 |
| Delhi | p. 106 |
| Mumbai | p. 107 |
| Pune | p. 107 |
| Kolkata | p. 108 |
| Bangalore | p. 109 |
| Hyderabad | p. 110 |
| Chennai | p. 111 |
| Chapter Checklist | p. 112 |
| Industry Associations and Trade Bodies | p. 113 |
| Outsourcing Research and Trade Associations | p. 113 |
| Government and NGO Research | p. 115 |
| Corporate Research | p. 117 |
| Media | p. 118 |
| Internet | p. 119 |
| Books | p. 119 |
| Chapter Checklist | p. 122 |
| How to Organise the Outsourcing Process | |
| Management Checklist Introduction | p. 123 |
| Outsourcing Objectives | p. 125 |
| Deriving Objectives | p. 127 |
| Common Objectives | p. 128 |
| Implications of Measuring Objectives | p. 131 |
| No Objectives, No Future? | p. 132 |
| Chapter Checklist | p. 133 |
| Destination India | p. 135 |
| Framework for Comparison | p. 136 |
| Location Attractiveness | p. 137 |
| People Attractiveness | p. 139 |
| Gartner Research Country Ratings | p. 141 |
| The Competition | p. 142 |
| Summary | p. 142 |
| Chapter Checklist | p. 144 |
| Outsourcing Flavours | p. 147 |
| Process Requirements | p. 147 |
| Tactical Outsourcing | p. 148 |
| Strategic Outsourcing | p. 149 |
| Transformational Outsourcing | p. 150 |
| Business Process Outsourcing | p. 151 |
| Variant Services | p. 153 |
| Other Variations | p. 154 |
| Chapter Checklist | p. 155 |
| Success Criteria | p. 157 |
| Everything in the Right Place | p. 158 |
| Design Metrics for Results | p. 159 |
| Design KPIs for the Future | p. 160 |
| Relationship Building | p. 160 |
| Benchmark the Service | p. 161 |
| Summary | p. 162 |
| Chapter Checklist | p. 163 |
| Vendor Selection | p. 165 |
| The Critical Path to Finding the Right Vendor | p. 166 |
| Common Mistakes | p. 172 |
| Chapter Checklist | p. 175 |
| Legal Contract Arrangement | p. 177 |
| Key Considerations | p. 178 |
| Pitfalls | p. 180 |
| Summary | p. 189 |
| Chapter Checklist | p. 190 |
| Quality and the Service Level Agreement | p. 193 |
| Quality Methodologies | p. 194 |
| Service Level Agreement | p. 199 |
| Define the Scope | p. 202 |
| Summary | p. 205 |
| Chapter Checklist | p. 207 |
| Migration and Knowledge Transfer | p. 209 |
| Offshore Transition | p. 209 |
| Knowledge Transfer | p. 213 |
| Summary | p. 217 |
| Chapter Checklist | p. 217 |
| Culture and Communication | p. 219 |
| Cultural Awareness | p. 220 |
| Leadership | p. 222 |
| Language and Meeting Behaviour | p. 223 |
| How to Empathise with Indians | p. 224 |
| Cross-Cultural Communication | p. 225 |
| Achieving Cultural Comfort | p. 226 |
| Chapter Checklist | p. 228 |
| Adapt the Organisation | p. 231 |
| Outsourcing as Corporate Strategy | p. 232 |
| Retaining Your Edge | p. 233 |
| If It Is Broke, Then Do Fix It | p. 234 |
| Risk and Potential Issues | p. 235 |
| Chapter Checklist | p. 238 |
| Employee Transition and Exit Management | p. 241 |
| Understand the Fear | p. 242 |
| Communication | p. 244 |
| Plan the Transition | p. 247 |
| Chapter Checklist | p. 249 |
| Afterword | p. 251 |
| Political Map of India | p. 257 |
| References | p. 259 |
| Author Biography | p. 275 |
| Table of Contents provided by Publisher. All Rights Reserved. |
