Leslie P. Willcocks's Books

The Handbook of Global Outsourcing and Offshoring 3rd edition

By: Ilan Oshri,Julia Kotlarsky,Leslie P. Willcocks

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The Handbook of Global Outsourcing and Offshoring 3rd edition

By: Ilan Oshri,Julia Kotlarsky,Leslie P. Willcocks

Now in its third edition, this is the only outsourcing and offshoring book to offer a broad but coherent guide to the strategy, operations and management of ITO and BPO outsourcing and offshoring, from how to source new relationships to managing business processes in a national and global context.

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Page Count

362

Publisher

Springer

Published Date

ISBN 10

1137437448

ISBN 13

9781137437440

The Handbook of Global Outsourcing and Offshoring

By: Ilan Oshri,Julia Kotlarsky,Leslie P. Willcocks

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The Handbook of Global Outsourcing and Offshoring

By: Ilan Oshri,Julia Kotlarsky,Leslie P. Willcocks

Global sourcing is a complex area, and one that managers must get to grips with as business investment in outsourcing continues to climb. This book provides invaluable guidance for the reader, walking them through the fundamentals of global sourcing to very recent trends, including intelligent automation, cloud services and crowdsourcing. Replete with key examples and cases, it allows students and managers alike to relate academic theory to practice, acting as a roadmap to a rapidly evolving field. For the last decade, the authors have studied the full spectrum of activities involved in global sourcing from both client, supplier and advisory viewpoints. Their research has shown that while more firms engage in global sourcing activities, many of them are still struggling to extract value from sourcing relationships. While past research has produced numerous practical frameworks regarding the management of global sourcing of services, little of this insight has been put into practice. This book addresses such shortcomings by exploring the impact of theory on practice. It is important reading for any academic, student or practitioner concerned with global sourcing either from the client or supplier perspective.

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Page Count

315

Publisher

Springer Nature

Published Date

ISBN 10

3031120345

ISBN 13

9783031120343

The Practice of Outsourcing

From Information Systems to BPO and Offshoring

By: Mary C. Lacity,Leslie P. Willcocks

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The Practice of Outsourcing

From Information Systems to BPO and Offshoring

By: Mary C. Lacity,Leslie P. Willcocks

A close look at the main developments in IT, business processes and offshore outsourcing. This book studies these topics in both theory and practice, exploring the rising prominence of outsourcing with a multi-dimensional, contextual perspective.

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Page Count

508

Publisher

Springer

Published Date

ISBN 10

0230240844

ISBN 13

9780230240841

Global Outsourcing Discourse

Exploring Modes of IT Governance

By: Eleni Lioliou,Leslie P. Willcocks

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Global Outsourcing Discourse

Exploring Modes of IT Governance

By: Eleni Lioliou,Leslie P. Willcocks

The aim of this book is to investigate the discursive power of two original, theoretical lenses when applied to real outsourcing arrangements and phenomena. The Transaction Cost Economics (TCE) and Foucauldian perspectives are brought to bear on five outsourcing relationships in order to test the application of these discourses to rich qualitative data over the outsourcing contractual life-cycle. This will be the first study illustrating the relevance of Foucauldian concepts of governmentality, discourse and power relations to the study of outsourcing arrangements, and will also incorporate the perspectives of both client and supplier organizations. Using discourse analysis, the objective is to critically deconstruct and provide fresh insight into the normative ‘outsourcing’ discourse that has grown up around global sourcing practices over the last 30 years.

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297

Publisher

Springer

Published Date

ISBN 10

3319740458

ISBN 13

9783319740454

The Semiotics of Information Systems

A Research Methodology for the Digital Age

By: John Mingers,Leslie P. Willcocks

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The Semiotics of Information Systems

A Research Methodology for the Digital Age

By: John Mingers,Leslie P. Willcocks

The central concepts of information meaning, embodied cognition and semiotics are hugely relevant to contemporary organisations and personal and social lives. However, these concepts are not well understood and are frequently under-represented, misrepresented, and their importance seriously underplayed in the study of management. This is particularly noticeable in the study of the information systems and digital technologies that underpin so much of business operations, personal and social life, organisation, communication and management today. This book seeks to fill the obvious gap. It provides detailed understanding of fundamental concepts and develops a useable, integrative semiotics framework. The framework is grounded in rich social theory and philosophy, and, as the book demonstrates, provides a valuable exploratory and explanatory framework for researchers. This takes shape as a 12-step research process, that has the general features of most research methodologies but also provides distinctive rich resources for in-depth research into semiotically related phenomena. It will be of great interest to academics undertaking research in digital technologies and business model innovation, as well as scholars of research methodology, organisation studies, HRM, marketing and information systems.

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Page Count

295

Publisher

Springer Nature

Published Date

ISBN 10

3031342992

ISBN 13

9783031342998

South Africa’s BPO Service Advantage

Becoming Strategic in the Global Marketplace

By: Leslie P. Willcocks,Mary C. Lacity,A. Craig

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South Africa’s BPO Service Advantage

Becoming Strategic in the Global Marketplace

By: Leslie P. Willcocks,Mary C. Lacity,A. Craig

Since 2007, South Africa has been one of the world's upcoming Business Process Outsourcing (BPO) offshore destinations. This book is based on the authors' most recent research into high performance BPO globally and new research streams specifically on South Africa.

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Page Count

370

Publisher

Springer

Published Date

ISBN 10

113747405X

ISBN 13

9781137474056

Implementing CRM

From Technology to Knowledge

By: David Finnegan,Leslie P. Willcocks

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Implementing CRM

From Technology to Knowledge

By: David Finnegan,Leslie P. Willcocks

Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies. This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge. Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea.

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Page Count

345

Publisher

John Wiley & Sons

Published Date

ISBN 10

0470065265

ISBN 13

9780470065266

Intelligent IT Outsourcing

By: Leslie Willcocks,Sara Cullen

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Intelligent IT Outsourcing

By: Leslie Willcocks,Sara Cullen

Intelligent IT Outsourcing enables practitioners to focus in on the essential issues that need to be addressed so that the fundamental structure of their sourcing strategy and its implementation is sound. The authors provide insight into the challenges likely to be faced and give detailed advice on how to pre-empt and manage these. IT and outsourcing continue to be problematic, not least because fundamental learning about this subject fails to be applied systematically, and because IT is inherently difficult to manage. The economics are not obvious and emerging technologies have to be addressed, therefore IT goes to the heart of many enterprises and interfaces with multiple business units and processes, and there are continuous skills shortages. Unfortunately complexities are not removed in outsourced situations where additional problems come into play, for example the supplier's capabilities, whether the IT is right for an outsourcing solution, and whether the contract is robust but flexible enough to allow for outsourcing to take place. Objectives need to be realistic, and factors such as whether the internal management is mature and capable enough in this field, and the impact of prohibitive switching costs on behaviour once an outsourcing deal has been signed all have to be taken into account. The authors have built up over two decades of research, advisory and practitioner experience that enables them to distil the fundamental challenges in IT and outsourcing and demonstrate how these can be addressed.

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Page Count

249

Publisher

Routledge

Published Date

ISBN 10

1136394931

ISBN 13

9781136394935

Maximizing Value with Automation and Digital Transformation

A Realist's Guide

By: Leslie P. Willcocks,John Hindle,Matt Stanton,John Smith

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Maximizing Value with Automation and Digital Transformation

A Realist's Guide

By: Leslie P. Willcocks,John Hindle,Matt Stanton,John Smith

This book is an indispensable guide for executives, programme leaders, and business owners on maximising value from automation and digital transformation. It provides a real-world journey map of automation, from RPA through to intelligent automation, with a focus on practical strategy and management principles intended to help seize the trillions of dollars that are still being left on the table by companies that have not yet made this leap. Though grounded on the research and advisory work of the author team, this book offers clear eyed, easy to read advice for avoiding the ‘transformation bog’ where many organisations find themselves, struggling to maintain their strategy in an environment that feels increasingly dynamic and confusing. This book is not blinded by the brilliant new technology and hones in on what works and what distracts. It provides a total value of ownership framework for navigation and identifies seven core digital capabilities required for success. Ultimately a book for realists rather than digital idealists, it will be a vital resource for professionals who must chart a course to verifiable business performance improvement through digital enterprise empowerment amid often conflicting priorities.

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Page Count

198

Publisher

Springer Nature

Published Date

ISBN 10

3031465695

ISBN 13

9783031465697

Making IT Count

Strategy, Delivery, Infrastructure

By: Leslie Willcocks,Peter Petherbridge,Nancy A. Olson

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Making IT Count

Strategy, Delivery, Infrastructure

By: Leslie Willcocks,Peter Petherbridge,Nancy A. Olson

Making IT Count: from strategy to implementation' focuses on the practical elements of delivering Information Technology strategy. Studies regularly show that over half of Information Technology strategies are never implemented, or are unsuccessful in delivering the desired results, and that a significant percentage of strategies implemented were never in the original plans. The linkage between strategy development and delivery needs a very clear focus; this is the key topic that the authors address. The book highlights eight major fallacies in managing IT, and eighteen better practices. It then details how to draw up strategy, instigate navigation techniques and make sourcing decisions. Change and delivery are a major focus, as is infrastructure development. Caselets and full length case studies of organizations such as General Electric, Siemens, Colonial Mutual, Charles Schwab, Macquarie Bank, ICI, United Airlines, Norwich Union, Walgreens and Dell and have been included to show how strategies have been successfully implemented and managed.

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Page Count

282

Publisher

Routledge

Published Date

ISBN 10

075064821X

ISBN 13

9780750648219

Book's by Leslie P. Willcocks

The Handbook of Global Outsourcing and Offshoring 3rd edition

The Handbook of Global Outsourcing and Offshoring 3rd edition

The Handbook of Global Outsourcing and Offshoring

The Handbook of Global Outsourcing and Offshoring

The Practice of Outsourcing

The Practice of Outsourcing

Global Outsourcing Discourse

Global Outsourcing Discourse

The Semiotics of Information Systems

The Semiotics of Information Systems

South Africa’s BPO Service Advantage

South Africa’s BPO Service Advantage

Implementing CRM

Implementing CRM

Intelligent IT Outsourcing

Intelligent IT Outsourcing

Maximizing Value with Automation and Digital Transformation

Maximizing Value with Automation and Digital Transformation

Making IT Count

Making IT Count

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