yourdon index 8/30/04 9:27 am page 229...

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Accenture, 157, 177 accounting activities. See back- office operations ACM, 34 Adams, Ansel, 135 Afghanistan, 96 Africa, 27 outsourcing, author’s predictions, 191 physical work locations, 11 potential competitive force, 25 agriculture, past offshore outsourcing, 4 Airborne Express, 217 airline travel, 67 Alta Vista, 123 Amazon.com, 123, 158 book delivery to outsourcing companies, 153 e-commerce factor, 26 American Airlines, 161 American Express, 73 Andersen Consulting, 177 Andreessen, Marc, 28, 58, 140 Apple Computers, 46, 157 interest in low-cost marketplace, 59 iPod, 58 Macintosh help desk expectations, 43 PowerBook, 58 word processing, 57 Arendt, Hannah, 85 Argentina emigration of Europeans, 225 outsourcing expansion, 90 Arkwright, Richard, 224 Asia advanced economies in urban areas, 216 H-1B visas, 206 outsourcing, market research analysis, 77 physical work locations, 11 AskJeeves, 123 Australia, 225 outsourcing, current attitudes, 56 visiting knowledge workers, 213 automation, data entry work easily outsourced, 63-64 not easily replaceable, 63 replacing data entry work, 62-63 automobile industry, 3 availability, outsourcing factor, 21-24 back-office operations and outsourcing, 66-67 airline travel, 67 laboratories, 68-69 medical analysis, 68 test analysis and diagnosis, 68 Index Yourdon Index 8/30/04 9:27 AM Page 229

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Page 1: Yourdon Index 8/30/04 9:27 AM Page 229 Indexptgmedia.pearsoncmg.com/images/0131475711/index/0131475711_index.pdf · medical analysis, 68 test analysis and diagnosis, 68 Index Yourdon

Accenture, 157, 177accounting activities. See back-

office operationsACM, 34Adams, Ansel, 135Afghanistan, 96Africa, 27

outsourcing, author’s predictions, 191

physical work locations, 11potential competitive force, 25

agriculture, past offshoreoutsourcing, 4

Airborne Express, 217airline travel, 67Alta Vista, 123Amazon.com, 123, 158

book delivery to outsourcingcompanies, 153

e-commerce factor, 26American Airlines, 161American Express, 73Andersen Consulting, 177Andreessen, Marc, 28, 58, 140Apple Computers, 46, 157

interest in low-cost marketplace, 59

iPod, 58Macintosh

help desk expectations, 43PowerBook, 58word processing, 57

Arendt, Hannah, 85Argentina

emigration of Europeans, 225outsourcing expansion, 90

Arkwright, Richard, 224Asia

advanced economies in urbanareas, 216

H-1B visas, 206outsourcing, market research

analysis, 77physical work locations, 11

AskJeeves, 123Australia, 225

outsourcing, current attitudes, 56visiting knowledge workers, 213

automation, data entry workeasily outsourced, 63-64not easily replaceable, 63replacing data entry work, 62-63

automobile industry, 3availability, outsourcing

factor, 21-24

back-office operations andoutsourcing, 66-67airline travel, 67laboratories, 68-69medical analysis, 68test analysis and diagnosis, 68

Index

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230

backlashby U.S. workers, 212potential disruptive factors, 95

Bangalore, 92article on Bangalore’s airport, 218help desks, 44high-speed Internet connection, 216IT offshore trends, 87lack of high-quality telecommunica-

tions in 1970, 64lack of reliable Internet access in

hotels, 217maintenance/enhancement work, 50Motorola, 162outsourcing

keypunch operations, 38locations of project

managers/teams, 56Motorola, 22-23panel, 162training workers, 170

physical work locations, 10Seychelles Island disaster centers, 97workers

availability, 12quality of work, 12

Bangladesh and outsourcingkeypunch operations, 38physical work locations, 10reasons for U.S. outsourcing, 22

Barbados and outsourcing, 44help desks, 44keypunch operations, 38

Barrett, Craig, Intel CEO, 91BearingPoint, China labor costs, 92Beijing

English communication, 93R&D centers built by U.S., 20

Bell, Daniel, 85Berners-Lee, Tim, 58

Bezos, Jeff, 140bin Laden, Osama, 104

recipient of U.S. tax payers’ information, 75

Birmingham, 44Black & Decker tools, 13Blackberry devices, 77Bladelogic, 14Bombay

outsourcingprivacy issues, 210salaries affecting U.S. salaries, 190SLAs, 175

potential for attack, 96purchasing software products, 59telecommunications

infrastructure, 24Bonds, Barry, 46Boston

costs of prestigious addresses, 159current telecommunications

infrastructure, 24help desks, 44outsourcing

SLAs, 175Wipro IT outsourcing firm inter-

preting hospital X-rays, 154worker availability, 12

Boston College, 188Botanical Gardens

New York City, 227BPR (business process reengineering),

17-18, 107, 152, 155backfiring on employer, 109current popularity, 153cycles, 152help desks, 46not overnight miracle, 153sorting out core competencies,

170-171

INDEX

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231Index

utilization by outsourcing companies, 153

Braziloutsourcing, current attitudes, 56potential economic upheaval, 97

British Parliament, 225British Treasury’s Enterprise

Conference, 188Brooklyn, help desk staffs, 45Bulgaria and outsourcing

importance ratings in U.S., 222reasons for U.S. outsourcing, 22

Burger King, 50only work choice, 163workers safe from outsourcing, 62salary versus computer programmer

salary in India, 1989, 8Bush, President George W., 104

election campaign speeches, 192importance of digital

infrastructure, 216no proposals affecting workers and

outsourcing, 186business process reengineering (BPR),

17-18, 107, 152, 155backfiring on employer, 109current popularity, 153cycles, 152help desks, 46not overnight miracle, 153sorting out core competencies,

170-171utilization by outsourcing

companies, 153Business Process Resource Centre

Web site, 153Business Week, 92-93

outsourcing topic of coverage, 4Business Week Online, 107

Butterball, 45Byron, Lord, 221, 225

C++competency, learning new program-

ming languages, 56help desk offshore staffs, 46importance of business rules and

customs, 54Cajun delicacies, 158California

Infosys Technologies job creation,101

insurance claim processing, 72potential economic upheaval, 97quality versus price on products, 187

call centers/help desks, 41cost considerations, U.S.

cities, 43-44current status, 42evolvement, 41-42outsourcing, 44, 64

consumer-products industry, 45-46

follow-up activity, 65-66future product benefits, 65inbound and outbound

activity, 65Internet-based communication,

46-47offshore trends, 87-88outlook, 47-48programming, 46record-keeping technology with

workflow automation, 64technicians’ product knowledge

level, 64training required, 44-45

Camus, Albert, 103

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232

Canadaemigration of Europeans, 225high-wage countries, 185Maritime Provinces disaster

centers, 97medical training of foreigners, 70salary expectations of knowledge

workers, 9visiting knowledge workers, 213world’s attitude about benevolent

fairness, 223Canadian Culture 101, 46career change strategies, 135-136Carter, President Jimmy (speech),

194-201Cartwright, Edmund, 224Charles Schwab (company), 158Chennai

lack of reliable Internet access inhotels, 217

telecommunications infrastructure,1989 weaknesses, 24

Chicagowages

help desks, 44industrial wages lowered by

European immigration, 226workers, availability, 12

Chile, 90China

BPR, 18building infrastructure and services,

218clinical trials, 71computer programmer salaries

1989, 82004, 10

current telecommunications infrastructure, 24

Dell technical and customer supportoperations, 61

experience, 113illegal aliens, 212India symbolic relationships, 92investment in education, 214iPod not facing competition, 157IT offshore trends, 87keypunch operations, 38Linux operating systems, 94lower-paid knowledge workers, 168maintenance/enhancement work, 49outsourcing

author’s predictions, 191clinical trials, management/

administration, 70education and experience

levels, 54expansion, 90-94final corporate measures, 160from U.S., goal, 51IT jobs, 2knowledge-based work, 62knowledge-based workers, 166market research analysis, 77potential, 21satellite and Internet links, 6targeting all knowledge-based

industries, 154technology factors, 152U.S. attitudes, 223

potential economic upheaval, 97productivity, 17R&D centers built by U.S., 20relocating U.S. workers, 162salaries

affecting U.S. salaries, 191expectations of knowledge

workers, 9knowledge workers, 207

INDEX

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233Index

software outsourcing, 93software

products developed, 58purchasing products, 59

source of low-cost products, 4Taiwan nuclear conflict, 96workers

education, 20quality of work, 12

Chryslerimplications of drop of market

share, 3owned by German company, 3physical location, research

analysts, 77Chute, La, 103CIA security risks, 210Citibank, offshore trends, 87Clark, Jim, 58Cleveland and outsourcing

help desks, 43locations of project managers/

teams, 56clinical trials,

management/administration, 69-71Clue Train Manifesto, The, 47COBOL, 126-127

programmers, 100shifts in hot technologies, 55

Colombia, 90Coming of the Post-Industrial

Society, The, 82commodity skills, 114-115Commodore PET, 127Computer Horizons BPR

Web site, 153Congress

Department of Energy proposal,199, 201

employment laws, 82

outsourcing legislation, 85backlash legislation, 95dealing with outsourcing, 104H-1B visas, 206H-1B visas, lobbies for

restrictions, 34passing laws against

outsourcing, 202presidential energy proposals,

194-195presidential speeches, 194speech by President Jimmy Carter,

199ConnectITChina, 93Cooney, David, 102core competencies, 169-171corporate strategies against

outsourcingbeing proactive, 154-155considering career change, 161-162finding specialized niches, 157-158quantifying cost-benefit value

proposition, 155-157relocating workers to offshore sites,

162-164relocating willingly, 159-160starting new businesses, 160-161working harder, 159

Costa Rica, 69court reporters, 63Covey, StephenCP/M, 127credit-card security, 26Crises of the Republic, 81critical infrastructure, 184CRM (Customer Relationship

Management) systems, 66, 73Cuba, 210Cutter Consortium, 84, 185

outsourcing

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234

affected workers, 178-179government policy

recommendations, 186IT, 174predicted success, 82-83

outsourcing surveyextent of outsourcing survey, 2-3,

8, 83-84, 107, 117individual proactive strategies,

118negative impacts, 106objectives of productivity and

quality, 8

Dan, Wang, 94data entry, outsourcing

automation, 62-63back-office operations, 77current status, 40-41early examples, 62individuals using Internet, 39keypunch operations, 35-37

current outsourcing status, 38-39lack of programming

outsourcing, 37-38outsourced by other knowledge-

based groups, 38work easily outsourced, 63-64physical locations

lack of importance, 51travel agents, 39

Datamation, 87Davis, Bob, 225DEC (Digital Equipment Corp.), 41Decline and Fall of the American

Programmer, 2, 6, 30, 85computer programmer salaries, 8predictions on outsourcing, 191premature dodo bird forecasts, 89

warnings about India, productivity, 24

Delhihigh-speed Internet connection, 216personal outsourcing, 101

Dell, Inc., 61market research analysis, 77outsourcing

offshore trends, 87technology factors, 152technical/customer support

operations, 61Deloitte Research, 110DeMarco, Tom, 219Department of Veteran Affairs, 127Derbyshire, England, 224Detroit

local offices for outsourcers, 157physical location, research analysts,

77DHL, 217Digital Equipment Corp. (DEC), 41Dilbert cartoons, 181

outsourcing trends, 146Domberger, Simon, 89Dubos, Rene, 103Dust-Bowl, 130

e-commerce, 26East Berlin, 25Eastern Europe and outsourcing

expansion, 90-92, 94H-1B visas, 206physical work locations, 11targeting all knowledge-based

industries, 154U.S. attitude currently, 25

economic environments, frictionless,11, 14

eBay, 58, 158

INDEX

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235Index

EDS, 157education

finding work, 33giving workers competitive edge, 184global equalization, 190India, 201outsourcing

countering, 213-215partial solutions, 6preventing, 227

poll on important U.S. issues, 222Ellison, Larry, 51Emerson, Ralph Waldo, 165energy proposals speech, President

Jimmy Carter, 194-201England, 224

high-wage countries, 185medical training of foreigners, 70outsourcing

religious services/prayers, 79textile work to U.S., 224

salary expectations of knowledgeworkers, 9

versus New England, population andsalaries, 7

world’s attitude about benevolentfairness of advanced countries, 223

Ericsson, 58ethics of individuals, 136-140Ethiopia, clinical trials, 71Eudora, 123Europe and outsourcing, 191

See also Western EuropeEuropean Common Market, 217Excel, 57Expedia, 39

FAA (Federal AviationAdministration), Y2K securityrisks, 209

Fanning, Shawn, 28FBI security risks, 210FDA (Food and Drug

Administration), 69-70Federal Reserve, 188, 211

computer shutdown, 204Y2K security risks, 209

FedExe-commerce factor, 26part of traditional infrastructure, 217

Filofax, 124finance activities. See back-office

operationsFinnish Nokia, 58Fiorina, Carly, 183First Things First, 124Flint, Michigan, 87Florida

Nigerian scam ring, 73potential economic upheaval, 97

Food and Drug Administration(FDA), 69-70

Ford (company), 48implications of drop of

market share, 3operations all over world, 3physical location, research

analysts, 77Ford, Henry, 43Forrester Research, 87Forster, E.M., 33Fortran II, 127France

knowledge-based products and services, 90

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236

outsourcing of U.S. government programming, 210

protection of British inventions, 224freelancers, individual strategies,

132-134frictionless economic environments,

11, 14Friedman, Thomas, 91, 218

New York Times, 91

G.I. Bill, 184Gardner, John W, 145Gartner Group

China software outsourcing predictions, 93

IT offshore trends, 87outsourcing prediction, 110

Gates, BillChina concerns, 94non-Microsoft developed

software, 57outsourcing, factor in fortune, 51

Gateway, 77GE (General Electric), 45

instant help, 43IT offshore trends, 87outsourcing, 15

companies with experience, 177current attitudes, 56

six-Sigma quality initiative, 147General Mills

instant help, 43outsourcing, current attitudes, 56

General Motorsimplications of drop of market

share, 3instant help, 43operations all over world, 3outsourcing, current attitudes, 56

physical location, research analysts, 77

German Siemens, 58Germany

automobiles, 59high-wage countries, 185knowledge-based products and

services, 90outsourcing of U.S. government

programming, 210potential economic upheaval, 97relocation to outsourcers’

countries, 162versus U.S. use of energy, 196world’s attitude about benevolent

fairness of advanced countries, 223

Gettysburg Address, 194Gold Rush, 227Google, 47, 58, 123, 158

searches for political leaders’ contactinformation, 204

Gordon, GilGrapes of Wrath, 130Great Depression, 105, 130, 187Guangzhou, labor costs, 92Guatemala

illegal aliens, 212maintenance/enhancement work, 49

H-1B visas, 34, 206on-shore outsourcing, 5Asia, 206

Hammer, Michael, 18, 152Hard Ball’s Chris Matthews, 95Harley-Davidson®, 46-47

impact on foreign industry, 84Harvard

commodity skills, 115lectures on BPR, 153

INDEX

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237Index

Hawthorne Effect, 109Health Insurance Portability and

Accountability Act (HIPAA), 72healthcare poll, U.S. issues, 222Hebert, Marc, 20Heichler, Elizabeth, 98help desks. See call centers/help desksHewlett-Packard. See HPHIPAA (Health Insurance Portability

and Accountability Act), 72Homeland Security Department, 210

poll on important U.S. issues, 223Honda automobiles, 48, 87, 155Hong Kong and outsourcing

labor costs, 92U.S. attitude in 1989, 25

House of Lords, 221HP (Hewlett-Packard), 94

computer sales and service, 41outsourcing

China Linux lab, 94corporate strategy, 158current attitudes, 56

hula hoop, 123Hungary and outsourcing

goal, from U.S., 51U.S. government programming, 210

Hyderabad, 217Hyundai automobiles, 155

IBMcomputer sales and service, 41interest in low-cost marketplace, 59introduction of PCs, 152market research analysis, 77no strikes by IT workers, 34outsourcing, 15

China labor costs, 92corporate strategy

concerning, 158

current attitudes, 56factor in leader’s fortune, 51offshore trends, 87

Palmisano, Sam (CEO), 98PCs, help desk expectations, 43systems engineers with mainframe

computer sales, 41IEEE, 34immigration, 212-213India, 216

BPR, 18call-center technicians’ product

knowledge level, 64China symbolic relationship, 92clinical trials, 71competition factors, 14computer programmer salaries

1989, 81989 versus 2004, 92004, 9

Dell technical and customer supportoperations, 61

growth of computer technology, 29H-1B visas, 206help desks, 48

cultural differences, 45offshore outsourcing, 44

insurance claim processing, 72investment in education, 214iPod not facing competition, 157IT offshore trends, 87-88keypunch operations, 38lack of high-quality telecommunica-

tions in 1970, 64lack of high-speed Internet access in

hotels, 217low labor costs, 90lower-paid knowledge workers, 168maintenance/enhancement work, 49outsourcing

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author’s predictions, 191clinical trials, 70companies with experience, 177current attitudes, 56dominance, 85education and experience levels,

54-55example, 90-91final corporate measures, 160IT jobs, 2knowledge-based work, 62maintenance/enhancement

work, 50market research analysis, 77Motorola, 22-23personal outsourcing, 102potential, 21primary source, 85processing IRS forms, 189quality and productivity, 51religious services/prayers, 79role of larders, 202satellite and Internet links, 6security and privacy issues, 211targeting all knowledge-based

industries, 154technology factors, 152U.S. attitude currently, 25U.S. attitude in 1989, 25U.S. attitudes, 223U.S. government

programming, 210U.S. role once played, 221

Pakistan nuclear conflict, 96physical work locations, 10political status in 1989, 25productivity, 13-14, 17purchasing software products, 59relocating workers, 162resources versus U.S., 14

salaries affecting U.S. salaries, 191software products developed, 58telecommunications infrastructure

current status, 24weaknesses in 1989, 24

workersavailability, 12education, 20quality of work, 12-13

Indiana, 10individuals, outsourcing implications

company variations, 111-112commodity skills, 114-115experience, 112-113flexibility, 115-116salary, 114

ethics, 136, 138-140isolated event, 110-111next generation, 140-143outsourcing temporary or permanent

threat, 105-109political protection, 111strategies, 116-117

career changes, 135-136freelance consultant, 132-134long work hours, 128-130niches, 125-128proactive, 118relocation, 130-132value added calculation, 119-125

Indonesia and outsourcing, 4disregard of nationality of

manufacturers, 189manufactured products, 169goal, 51

industrial union, British, 79inertia, 40, 155Information Technology Association

of America (ITAA), 86information technology. See IT

INDEX

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239Index

Infosys Technologies, 59California job creation, 101Shanghai office, 93

insourcing, 101, 167insurance claim processing, 71-72Integrated Technology Solutions at

Bellcore, 209Intel Corp., 91

building of R&D centers in Asiancountries, 20

market research analysis, 77technology, imagined need versus real

need, 152Internal Revenue Service. See IRSinterpreters, United Nations and

automation, 63iPod, 157Iran, 210Iraq, 96

terrorism, 192war’s importance to U.S. citizens,

223Ireland and offshore outsourcing

help desks, 44insurance claim processing, 72

IRS (Internal Revenue Service)back-office operations, 67corporate tax benefits, 161outsourcing

privacy issues, 203core competencies, 169

ISO-9000 certification, 16, 146-147, 156

Israeli war, 96IT jobs. See also programmers

lack of unions, 34-35offshore trends, 87-88percentage sent offshore, 174

ITAA (Information TechnologyAssociation of America), 34, 86

Ittycheria, Dev, 13Ivy League, 115

Jamaican keypunch operations, 38Japan

impact on automobile industry, 84imported automobile reaction, 87-88Linux operating systems, 94potential economic upheaval, 97product manufacturing sites, 206reading English, 93Sony, 58versus U.S. use of energy, 196

JavaChina concerns, 94outsourcing

education and experience levels, 55

help desk staffs, 46Jerusalem’s potential for attack, 96Jobs, Steve, 51Johnson, Maryfran, 91

K-Mart, 189. See also Wal-MartKernan, Governor Joe, 131Kerry, John, 104

election campaign speeches, 192proposals affecting workers and out-

sourcing, 185key process activities (KPAs), 23keypunch operations, 35-37

current outsourcing status, 38-39lack of programming outsourcing,

37-38outsourced by other knowledge-

based groups, 38replacement by individuals using

Internet, 39replacement by travel agents, 39

King, Julia, 87

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240

Klein, Dr. Lawrence, 86knowledge-based workers/services, 62

companies’ cost-cutting measures,150-153

outsourcing, 166-168affected workers, 178-179core competencies, 169-171debate over quality, 52-54initial pilot projects, 173-175learning from veterans, 177-178looming possibilities worrying

U.S. CEOs, 147measuring expectations with

SLAs, 175-177offshore trends, 88, 90productivity, 149proposals from outsourcing com-

pany, 146-147quality issue, 148-149reality, 147-148respect/honesty for workers being

displaced, 180-182unmanageable workers, 171-173workers competing for

jobs, 179-180strategies against outsourcing

corporations, 154-164individual workers, 154

Konopacki, Mike, 188Korea

competition factors, 14impact on automobile industry, 84product manufacturing sites, 206Samsung, 58

KPAs (key process activities), 23KPMG Consulting, China

labor costs, 92Kurande, Hemant, 13

laboratories, outsourcing back-officeoperations, 68-69

Lacy, Alan, 91Lay, Ken, 137Lebowitz. Fran, 33legal work, 78Libya, 210Lincoln, Abraham, 194Linux and outsourcing

ChinaHP lab, 94moving to, 94

education and experience levels, 55Logo programming language, 52London

British Treasury’s EnterpriseConference, 188

potential for attack, 96Lord Byron, 221, 225Los Angeles

costs of prestigious addresses, 159help desks, salaries, 44industrial wages lowered by

European immigration, 226intangibility of knowledge-based

work, 206Lotus Notes, 124Luddite machine wreckers, 221, 225Lynch, Ian, 94

m-commercecredit-card security, 27good roads/highways as factors, 26

Macaulay, Thomas Babington, 7Macintosh

help desk expectations, 43PowerBook, 58word processing, 57

Madraspersonal outsourcing, 101

INDEX

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241Index

telecommunications infrastructure,1989 weaknesses, 24

Madrid bombings, 96maintenance/enhancement

work, 49-51management

individual outsource strategies, 116-117

carrier changes, 135-136freelance consultant, 132-134long work hours, 128-130niches, 125-128proactive, 118relocation, 130-132value added calculation, 119-125

manageability as outsourcing factor,21-24

Manhattan, 77costs of prestigious addresses, 159personal outsourcing, 101

Manila and outsourcingcall centers, 65core competencies, 169offshore tax preparers, 75salaries affecting U.S. salaries, 190personal outsourcing, 101

Mankiw, Greg, 187Maritime Provinces, 97Massachusetts General Hospital, 127MasterCard, 73

credit-risk analysis service, 149Matthews, Chris, 95MBA degrees

BPR awareness, 153commodity skills, 115education level for competitiveness,

54pilot-project experimentation

programs, 174

McDonald‘spersonal outsourcing, 102salary versus programmer’s in India

in 1989, 8workers safe from outsourcing, 62

McLees, Jim, 69McNealy, Scott, 94mean time to repair (MTTR), 176measurement/quality initiatives, 16medical analysis, 68Medicare, 222Merrill Lynch, 158Metropolitan Museum of Art, 227Mexico

disregard of nationality of manufac-turers, 189

illegal aliens, 212outsourcing

laboratories, 69maintenance/enhancement

work, 49U.S. attitudes, 223

quality versus price on products, 187source of low-cost products, 4

Microsoft Corp.China

move away from, 93Windows.NET lab, 94

interest in low-cost marketplace, 59no strikes by IT workers, 34non-Microsoft developed

software, 57offshore trends, 87outsourcing

corporate strategy, 158current attitudes, 56education and experience

levels, 55versus Indian programmers, 57

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242

technology, imagined need versus realneed, 152

building of R&D centers in Asiancountries, 20

Microsoft Officetechnology, 152

Microsoft Outlook, 123-125Microsoft Visual Basic, 46Microsoft Windows, 152Middle East

high-tech potential level, 27potential economic boom, 97war, 96

Mills, Darius Ogden, 227Minneapolis

insurance claim processing, 72personal outsourcing, 101

MITcommodity skills, 115lectures on BPR, 153OpenCourseWare, 215shifts in technical education, 52

Model-T Ford, 43, 158Morocco, 61mortgage/loan processing, 72-74Moscow and outsourcing, 119

fair treatment to outsourced worker, 180

IT offshore trends, 87salaries affecting U.S. salaries, 190U.S. attitude in 1989, 25

Motorola, 58, 162outsourcing, 15

in India, 23SEI-CMM award, 22-23

six-Sigma quality initiative, 147MTTR (mean time to repair), 176Mumbai, telecommunications

infrastructure

high-speed Internet connection, 216lack of reliable Internet access in

hotels, 2171989 weaknesses, 24

MUMPS, 127

Nader, Ralph, 95NAFTA (North American Free Trade

Agreement), 95, 189NASA (National Aeronautics and

Space Administration), 184NASSCOM (National Association of

Software and Service Companies),85-86

NATO’s lack of communicationsinfrastructure, 217

Nebraska and outsourcinghelp desks, 44problems from outsourcing, 203salaries, 44staff education level, 45

Netscape, 58, 123New Delhi and outsourcing

BPR, 18legal work, 78

New England, 7New Orleans, 158New York

credit-card security, 27help desks, 43-44insurance claim processing, 72intangibility of knowledge-based

work, 206potential for attack, 96telephone call from India

in 1989, 24worker availability, 12

INDEX

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243Index

New York CityBotanical Gardens, 227industrial wages lowered by

European immigration, 226New York Times articles, 91

Bangalore’s airport, 218comments on education, 33Motorola’s Bangalore-based

division, 162Wipro IT outsourcing firm, 154Motorola and CMM award, 22

Newman, Paul, 171Nigerian scam ring, 73Nobel prize, 155Nokia, 58, 161North Africa, 27North America

advanced economies, 216clinical trials, 70education of Asian workers, 20entrepreneurial business culture, 25growth of computer technology, 29lack of awareness of Eastern-bloc

potential, 25marketing software products, 58outsourcing, 30

by satellite and Internet links, 6information-handling

services, 161offshore production

capabilities, 158post-dot-com recession as

factor, 27reviews of bank/credit-card

applications, 73role of leaders, 193to developing nations, 157trend analysis, 85

physical work locations, 11purchasing software products, 59

relocating U.S. workers, 162workers

availability, 20quality of work, 12

North American Free TradeAgreement. See NAFTA

North Koreaoutsourcing of U.S. government pro-

gramming, 210South Korea nuclear conflict, 96

nuclear conflicts, 96

OECD (Organization for Economic Cooperation andDevelopment), 214

offshore outsourcing, 2as business tactic, 79clinical trials, management/

administration, 69-71cost-reduction success, 82-83economic impact, 82factors

availability, 21-23lower-cost workers, 8-11manageability, 21-24political changes, 25-27post-dot-com recession, 27-31productivity and quality,

12-20, 30telecommunications

infrastructure, 24future, 226gain of familiarity and acceptance in

U.S., 10growth, 85impact on industries, 84issues of importance besides

outsourcing, 222-223looming possibilities worrying U.S.

CEOs, 147

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morale problems, 2-3not new phenomenon, 225-226objectives, 8other area targeted besides

IT industry, 4possible merits, 185possible solutions, 184-185predicted success, 82proposals from outsourcing

company, 146-147protectionist legislation, 205-208

government policy recommenda-tions, 5, 186

security and privacy issues, 209-212

reality, 147-148regarded with sense of inevitability, 5role of U.S. leaders, 192-205solutions not simple, 5survey, 2temporary or permanent threat,

105-109Wal-Mart Factor, 187-192

Omaha, 72Omaha Chamber of Commerce, 188OpenCourseWare, MIT, 215Oracle

databases, 54no strikes by IT workers, 34offshore trends, 87

Organization for EconomicCooperation and Development(OECD), 214

Orwell, George, 103Osama Bin Laden, 104

recipient of U.S. tax payers’ information, 75

outsourcing. See offshore outsourcing

PakistanIndia nuclear conflict, 96outsourcing of U.S. government

programming, 210political situation with India, 25

Palmisano, Sam, 19, 98Panama, 61Paris

credit-card security, 27potential for attack, 96

Pater, Walter, 33Pawtucket, Rhode Island, 224Peace Corps, 135pension funds, 167Perot, Ross, 95Peru’s outsourcing expansion, 90Philippines and outsourcing

clinical trials, management/administration, 70

companies with experience, 177expansion, 90from U.S., goal, 51IT jobs, 2knowledge-based work, 62market research analysis, 77U.S. attitude in 1989, 25

Piney, Thomas, 7PL/I, 127Pogo, 104, 220Poland

challenges of e-commerce, 26-27communications infrastructure, 217growing competitive force, 25-26outsourcing

from U.S., goal, 51of U.S. government

programming, 210technology factors, 152

political cartoon, 188

INDEX

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politicsbacklash, 95changes, outsourcing factor, 25-27outsourcing protection, 111

Porter, Eduardo, 86post-dot-com recession, 27-31Poughkeepsie. New York, 203Premji, Azim, 154privacy

issue for IRS outsourcing, 203offshore tax preparers, 75privacy laws, 72protectionist legislation, 209-212scrutinizing knowledge-based

work, 184productivity, 149

acceptance of new policies/procedures, 163

strategiesBPR, 152, 155corporate businesses, 158

employee value, 120estimating, 119experience, 112global equalization, 190Hawthorne Effect, 109higher salaries, 114improvements, 108

to remain competitive, 151machinery investments, 151maintenance/enhancement work, 50management leadership characteris-

tics, 145outsourcing

debate over quality and productivity, 53-54

education and experience levels, 54

measuring expectations withSLAs, 176-177

objectives, 8outsourcing factor, 12-20, 30outsourcing success, 83reasons, 175workers’ education and

experience, 54-57programming techniques, 38resistance to BPR measures, 163tax/accounting rule changes,

218-220workers competing for jobs, 179

professional societies and outsourcing, 34

programmers/programming. See alsoIT jobsfate of dodo birds, 85keypunch machines/

operations, 35-37maintenance/enhancement

work, 49-51outsourcing

help desk challenges, 46quality debate, 52-54shifts to outsourcing, 51-52workers’ education and

experience, 54-57protectionist legislation, 95, 97, 101,

163, 192, 205-208, 227foreigners in undergraduate or gradu-

ate college programs, 214prediction of success/failure of

policies, 188reducing outsourcing, 184security and privacy issues, 209-212

qualityauto industry, 4BPR strategies, 152, 155costs, 156

best price and quality, 148

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finding lowest-cost, highest-quality providers, 4

higher salaries, 114estimations, 119global equalization, 190importance of customer

relationships, 156India’s lack of telecommunications in

1970, 64management leadership characteris-

tics, 145market research analysis, 77newly regarded issue, 149outsourcing

advantages, 156debate over quality, 52-54disregard of nationality of manu-

facturers, 189education and experience levels,

54factors, 12-20, 30goal of outsourcing company, 150measuring expectations with

SLAs, 176-177objectives, 8pilot projects, 173quantifiable details from out-

sourcing company, 149reasons, 175successes, 84unmanageable tasks, 172workers’ education and experi-

ence, 54-57resistance to BPR measures, 163services support high-quality

products, 157six-Sigma quality initiative, 147software products developed, 58varying definition, 148

Wal-Mart, 187quality/measurement initiatives, 16

Radio Shack, 127, 187Randall, Henry Stephens, 7RCA, 130recessions as outsourcing factor, 27-31Red Queen Principle, 1Redmond. Washington’s outsourcing

problems, 203Reengineering the Corporation, 152Ribeiro, John, 87, 92Rise and Resurrection of the American

Programmer, 21risks

credit-card security, 27employee values, 120outsourcing, 148

credit-risk analysis service, 73,149

effects of, 163effects on individual rather than

corporate workers, 6employer outsourcing recommen-

dations, 117knowledge workers in advanced

countries, 11worker replacement, 16

re-hiring laid off employees, 106using cost-cutting measures

too late, 151Robb, DrewRochester, 157Romania as competitive force, 25Rongji, Premier Zhu, 92Roosevelt, Franklin Delano, 194Rotary Club, 47Round Rock, Texas, 61Rubin, Dr. Howard, 21

INDEX

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Russia. See also Soviet Unioncomputer programmer salaries after

Soviet Union fall, 8current telecommunications infra-

structure, 24growing competitive force, 25investment in education, 214IT offshore trends, 87oursourcing

call-centers, 64clinical trials, management/

administration, 70-71expansion, 90final corporate measures, 160from U.S., goal, 51IT jobs, 2knowledge-based work, 62U.S. government programming,

210salary expectations of knowledge

workers, 9Russian roulette, 110Rust-Bowl, 130

SABRE, 162salaries

help desk staff, 44outsourcing vulnerability, 114computer programmers

China, 1989, 8China, 2004, 10India, 1989, 8India, 2004, 9

knowledge workers, expectations, 9physical work locations, 10-11predictions concerning

outsourcing, 190-192U.S.

1989, 8

1989 versus 2004, 92000, 9

Samsung, 58Satyam, 93scam ring, 73Scheiber, Noam, 92SEC (Securities and Exchange

Commission)back-office operations, 67filings, 219outsourcing core competencies, 169

secretaries and automation, 62security, 185

credit cards, 26government clearances for vendors,

154issue for IRS outsourcing, 203job, 106maintenance/enhancement work, 50offshore tax preparers, 75poll on important U.S. issues, 223protectionist legislation, 209-212scrutinizing knowledge-based work,

184SEI-CMM award, 16

Motorola, 23SEI-CMM, level 5

Motorola, 162Seinfeld, 100September 11, 2001 attacks, 77, 96

disaster’s effect on federal govern-ment, 203

important U.S. issues, 223security risks, 210

Service Level Agreements (SLAs),175-177

Sex and the City, 46, 100Seychelles Islands, 97

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ShanghaiConnectITChina, 93English communication, 93Infosys Technologies office, 93physical work locations, 10purchasing software products, 59

Siemens, 58Sierra Atlantic Inc., 20Silicon Valley, 24, 125, 218Singapore, 90six-Sigma quality initiative, 16, 147SLAs (Service Level Agreements),

175-177Slater, Samuel, 224Slovakia, 61Social Security

goals for workers, 187poll on important U.S. issues, 222

Software Engineering Institute. SeeSEI

Sony, 58Walkman, 59

South Africa, 46South America

advanced economies in urban areas,216

growing competitive force, 25outsourcing

author’s predictions, 191market research analysis, 77

South KoreaLinux operating systems, 94North Korea nuclear conflict, 96

Soviet Union. See also Russiacomputer programmer salaries after

fall of Soviet Union, 8political status in 1989, 25

Spainnational elections, 96protection of British inventions, 224

Spears, Brittany, 95Sputnik, 184Stanford’s lectures on BPR, 153steel industry’s implications for

computer industry, 3Steinbeck, John, 130Stewart, Martha, 45, 137stickiness, 155

in location movement of knowledge-work, 11

stock market research analysis, 76-77strategies for individuals, 116-117

career changes, 135-136freelance consultant, 132-134long work hours, 128-130niches, 125-128proactive, 118relocation, 130-132value added calculation, 119-125

Strutt, Jedediah, 224Sun Microsystems, 94

no strikes by IT workers, 34Super Bowl, 45Suthan, Prathap, 201sweatshops, 104Sweden versus U.S. use of energy, 196Swedish Ericsson, 58sysadmin (systems administration),

physical locations, 50-51sysop (systems operator), 50-51

TaiwanChina nuclear conflict, 96competition factors, 14

INDEX

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economic incentives to attract U.S.companies, 20

outsourcingDell technical and customer sup-

port operations, 61manufactured products, 169product manufacturing sites, 206

Takahashi, Dean, 94Tata, 93Tatas, 59tax filing, 74-75tax/accounting rule changes, 218-220telecommunications infrastructure,

24-25Teoma, 123terrorism

Iraq, 192poll on important U.S. issues, 222potential disruptive factors, 96-97

textile industriesforeign industry impact, 84implications for fate of computer

industry, 3Thanksgiving, 45

call centers/help desks, 65Thibodeau, Patrick, 95

Computerworld, 87Thomson SA, 130-1313M, corporate outsourcing

strategy, 158Tokyo

credit-card security, 27potential for attack, 96

TORAW, 34Toyota, 48, 155Travelocity, 39, 67trends

call centers offshore, 87-88expansion to other countries, 90-94industry models, 98-100

IT services offshore, 87-88knowledge-based industries, 88-90potential disruptive factors, 94-95

economic upheavals, 97-98political backlash, 95terrorism, 96-97war, 96-97

twists, 100-101insourcing, 101personal outsourcing, 101-102

Triple-Whammy econometricforecasting model, 155

TRS-80, the IBM, 127Turn It Off, 129

Ulfelder, Steve, 91unions

employment protection, 106lack of for IT, 34rules supporting workers, 172

Unisys, 87United Nations, 27

interpreters, 63United States

Congresspresidential energy proposals,

194-195presidential speeches, 194

current telecommunications infrastructure, 24

emigration of Europeans, 225high-wage countries, 185medical training of foreigners, 70recipient of outsourcing of British

textile work, 224role of leaders concerning

outsourcing, 192-202top down or bottom up strategies,

202-205visiting knowledge workers, 213

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United States Postal Service, 217unmanageable workers, 171-173UPS (United Parcel Service)

e-commerce factor, 26part of traditional infrastructure, 217

Van Valen, Leigh, 1VB (Visual Basic), 55Visa credit cards, 73, 149VisiCalc, 57Visual Studio (Microsoft), 46

Wal-Mart, 100, 189, 222Wal-Mart Factor, 187-192, 207Walkman by Sony, 59Wall Street, 163

back-office operations, 77education and experience levels, 54insourcing, 167interests of senior management, 166outsourcing

back-office operations, 67insurance claim processing, 72market research analysis, 76-77pilot projects, 175reasons, 175

positive market assessments, 168reports to customers, 76

Wall Street Journalarticle on European emigration, 225outsourcing topic of coverage, 4

Warsaw and outsourcingoffshore tax preparers, 75proposals, 146U.S. attitude in 1989, 25

Washington, D.C.impact of speech by President Jimmy

Carter, 200outsourcing

actions of individuals, 204

citizens protesting outsourcing, 202

role of politicians, 191-192potential for attack, 96

Western Europeadvanced economies, 216education of Asian workers, 20growth of computer technology, 29knowledge-based products and

services, 90market research analysis, 77marketing/purchasing software

products, 58-59medical training of foreigners, 70outsourcing

information-handling services, 161

production capabilities, 158reviews bank/credit-card

applications, 73role of leaders concerning, 193to developing nations, 157trend analysis, 85

physical work locations, 11relocating U.S. workers, 162salary expectations of knowledge

workers, 9workers

availability, 20quality of work, 12

Wharton’s lectures on BPR, 153Windows, China’s move

away from, 93Windows.Net, China Microsoft

agreement, 94Wipro, IT outsourcing firm, 59, 154

company’s origin, 161WordStar, 127World Trade Center attacks, 96

INDEX

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Y2K, 30, 94, 205, 209maintenance/enhancement work, 50security risks, 209-210Senate committees, 209

Yahoo, 123

Zhongwen, Gou, 94Zone Technologies, 69

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