Financial Times
"Very well timed..and well placed to advise any company thinking of taking the plunge. Such advice is invaluable."

The Director
"A practical handbook for companies considering whether and how to outsource."

The Economic Times
"A must read for anyone trying to understand the Indian BPO industry...a fresh perspective."

Soundview Executive Book Summary, October 2004
....A valuable guide to the benefits and pitfalls of outsourcing. ...Davies provides many valuable lessons in international business.

IndUS Business Journal, November 15, 2004
Offers explanation and insight on the nuances of Indian culture and customs and outlines the intricacies of the Indian market.

Executive Diversity Services, Inc., February 1, 2005
Both practical and extremely entertaining, with invaluable information for anyone thinking about offshoring.

Book Description
A global services revolution is taking the business world by storm, as India becomes the world’s back office provider. From call centers and claims processing to human resources, accounting and even legal operations, service jobs are migrating from the West to India by the thousand each year. While cost reduction is often the initial goal of "offshoring," What’s This India Business? clearly demonstrates its real value: increased quality and greater effectiveness. Rich in examples and expert advice, this nuts-and-bolts guide shows what it takes to surge ahead of market trends, build a sustainable new business model, and unleash the power of Indian businesspeople to gain an advantage. This is a practical guide to a dynamic country of a billion people with a complex culture and vibrant business environment, offering proven strategies for working positively with Indian businesses. Paul Davies takes you behind the scenes to show you how to select the right business partner from the myriad of Indian companies that all seem to present a similar face to the West. He takes you step-by-step through the planning and implementation stages, exposing the hidden costs and benefits, and carefully steering you away from the inherent dangers in offshoring. This straightforward insider’s guide is an entertaining introduction to the dynamic cultures of India as well as a challenging book for the new century.

From the Inside Flap
A global services revolution is taking the business world by storm, as India becomes the world’s back office provider. From call centers and claims processing to human resources, accounting and even legal operations, services jobs are migrating from the West to India by the thousands each year. Whether you are a Fortune 500 CEO or a project manager, a pharmaceutical researcher or leading your company’s business development efforts, the competitive edge India offers is key to transforming your business--responsibly and effectively—and creating the market advantage you need to succeed. While cost reduction is often the initial goal of "offshoring," What’s This India Business? demonstrates clearly its real value: increased quality and greater effectiveness. Rich in examples and expert advice, this nuts-and-bolts insider’s guide shows what it takes to surge ahead of market trends, build a sustainable new business model, and unleash the power of Indian businesspeople to gain an advantage for your business and the international economy as well. You’ll learn to identify the essential qualities in a potential Indian business partner, to negotiate successfully and tackle corporate responsibility, and to face the future with confidence. Paul Davies takes you behind the scenes to show you how to select the right partner for your company from the myriad of Indian businesses that all seem to present a similar face to the West. He draws on his own front-line experiences developing business partnerships in India to take you step-by-step through the planning and implementation stages, exposing the hidden costs and benefits, and carefully steering you away from the inherent dangers in offshoring.

About the Author
Paul Davies was managing director of Unisys India, responsible both for developing the business within the Indian domestic market and also for transferring IT development and significant business processes to India from the US and Europe. In India he created a unique network of contacts across commerce, professional services and government at both national and state level. His customers in India included both the largest private sector bank, ICICI, the largest government owned bank, State Bank of India, and Air India.

FROM THE PUBLISHER

"This is a guide to a dynamic country of a billion people with a complex culture and vibrant business environment, offering proven strategies for working positively with Indian businesses." Paul Davies takes you behind the scenes to show you how to select the right partner for your company from the myriad of Indian businesses that all seem to present a similar face to the West. He draws on his own experiences developing business partnerships in India to take you step-by-step through the planning and implementation stages, exposing the hidden costs and benefits, and carefully steering you away from the inherent dangers in offshoring.

SYNOPSIS

From call centers and claims processing to human resources, accounting, and legal operations, service jobs are migrating from the West to India at a rapid pace. Davies, formerly managing director of Unisys India and currently managing director of a consultancy on offshore services, gives examples and advice on selecting the right partner for offshoring and outsourcing, drawing on his own experiences developing business partnerships in India. He also describes what to expect when arriving in India and explains cultural customs. Annotation ©2004 Book News, Inc., Portland, OR

FROM THE CRITICS

Soundview Executive Book Summaries

Offshoring, Outsourcing And the Global Services Revolution
International businessman, consultant and India advocate Paul Davies has written a book that highlights the benefits of transferring U.S. and European business processes and service jobs to that country's growing economy. In What's This India Business?, Davies offers valuable insight into the advantages and benefits of outsourcing and offshoring projects to India, and also presents a study guide to help those doing business in India for the first time avoid common mistakes and succeed faster.

From the outset, Davies points out that Citigroup claims to have saved $75 million in one year alone by going offshore, that Prudential Insurance declares cost savings of more than 30 percent, and American Express is reported to have saved more than 50 percent by implementing outsourcing and offshoring strategies. Not turning a blind eye on the other side of the equation, Davies also explains that, according to industry analysts Gartner, about half of all outsourcing projects fail.

Economic Revolution
For those considering offshoring and outsourcing to India, What's This India Business? provides a sound basis for a clearer perspective on the global services revolution. According to the World Bank, India's economy will be the fourth largest economy in the world before 2050, and even in the midst of a global slowdown, its domestic economy is still growing at around 5 to 7 percent. The major thrust of Davies' book is to describe how businesses both large and small can become a part of India's economic revolution.

Since most Indian business people are familiar with western television and film, and received an education based on western approaches, they have a huge initial advantage over most outsiders who know very little about the country. The issues and ideas Davies presents throughout What's This India Business? provide a foundation on which those with little to no background in Indian business can gain equal footing. The first part of the book offers an abbreviated background on India as a country and presents a clear view of the country as a global services provider. Davies discusses what services U.S. and European businesses can take offshore and how they can go about selecting an appropriate supplier or business partner, whether they are outsourcing to India or setting up their own service centers there.

Next, Davies offers a detailed section of valuable lessons about the Indian culture that will help newcomers assimilate faster and avoid many problems that can accompany a cultural adjustment to India. By providing the ins and outs of immigration, currency exchange, tipping, hotels, phones, dressing, eating, drinking, traveling, concepts of time, and working, Davies takes readers into the minds and culture of the Indian people and helps outsiders start off on the right foot. Throughout this part of his book, Davies retraces his own gaffs and blunders while describing the right way to behave and conduct business without offending hosts and making a fool of oneself.

After taking the reader into the country and making him or her comfortable doing business there, Davies examines the options for businesses that can make or break an offshoring program. Topics discussed include writing a successful new business plan, due diligence, avoiding risks, negotiating and haggling in India, management techniques, structural difficulties, IT and technology, and breaking into the Indian market. Davies explains that the early wins a business obtains in India or with India business "are a pale reflection of the long-term benefits on offer. It is the added value that will come, perhaps unexpectedly, from the relationship that will provide the real return."

Corporate Social Responsibility
In the final pages of What's This India Business?, Davies provides a brief counterpoint to the rest of his book by focusing on the ethics that must be understood when considering offshoring, and the suffering that some will experience because of the change. Davies writes, "To ignore the corporate social responsibility that goes with employing people and not dealing with the issues properly may damage your reputation and even your brand." He also counters all negative aspects of offshoring with a rosy, bottom-line focus when he writes, "Cost savings generated by going offshore represent a major competitive gain to your country and could trigger both new investment and greater prosperity."