The foundations for a knowledge services offshoring economy

Published by: Ovum Plc

Published: Oct. 29, 2008 - 19 Pages

Table of Contents

Executive summary

In a nutshell

Summary

Key messages

Emergence of knowledge services offshoring

The explosive growth of India’s offshore IT services industry

Offshore IT-based services as the foundation for a services revolution

The emergence of offshore knowledge services

Offshoring of product design and engineering services

India’s and China’s entry into contract design and development services

The explosion in India’s and China’s R&D skills

The growth of captive R&D services

Competitive challenges

R&D as one link in a long value chain

Customer lifecycle management services

Call centers as the entry into the customer lifecycle management market

Customer management’s role in comprehensive BPO portfolios

Customer management “nichemanship”

Building an integrated customer lifecycle offering

Cross-industry versus industry-specific

Horizontal process-driven knowledge services

An explosion in industry-specific BPO offerings

Process-driven business support services

The transformation of offshore services

Up the value chain and around the process

The brave new world of discretionary offshore services

Table of figures

Figure 1 The customer management lifecycle

Figure 2 The services continuum

Abstract

In this report, Tom Kucharvy explains how the dramatic, previously unimagined expansion in the range and level of offshored knowledge services is beginning to reshape not only businesses and employees, but entire societies.

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