Foreword ...................................................... xxi
Preface ....................................................... xxv
SECTION I GENERAL OUTSOURCING
1 Outsourcing Rudiments ........................................ 3
Brief Background ............................................. 3
The Goals of the Game ........................................ 5
Integrate, Integrate, and Still Integrate .................... 5
Outsourcing Basics ........................................... 7
Insourcing versus Outsourcing ................................ 9
Offshoring versus Outsourcing ............................... 11
Business Process Outsourcing (BPO) .......................... 11
Types of Outsourcing ........................................ 11
Onshore Outsourcing ...................................... 11
Nearshore Outsourcing .................................... 12
Offshore Outsourcing ..................................... 12
Outsourcing Decision and Its Consequences ................... 12
Growth of Outsourcing Worldwide ............................. 13
2 Outsourcing Benefits ........................................ 15
The Strategic Call .......................................... 15
The Various Approaches ...................................... 16
Subject Matter Expertise .................................... 16
Technology's Transformation Touch ........................... 16
The Cost Factor ............................................. 17
Holistic Offerings .......................................... 17
Speed of the Game ........................................... 18
The Engagement Players ...................................... 18
Resources Optimization ...................................... 19
Around-the-Clock Operations ................................. 20
Demand Spikes ............................................... 20
Hiring Consultants for Setup ................................ 20
Geography Is History ........................................ 20
The Quality Imperative ...................................... 21
Reuse of Projects, Resources, Experiences, Learning ......... 21
Higher Control and De-Risking ............................... 21
The Many, Many Benefits ..................................... 22
Challenges .................................................. 23
3 To Outsource or Not? ........................................ 25
To Be or Not to Be .......................................... 25
Realities and Myths ......................................... 27
Strategy and Considerations ................................. 28
Strategy - Differs from Market to Market, Industry to
Industry ................................................. 29
Strategy - Is Outsourcing Part of the Solution or Not? ...... 31
Costs Evaluation ............................................ 34
Pre-Outsourcing Evaluation .................................. 35
Example - Outsourcing and Banks ............................. 36
Example - BPO Operations - Business and Technology
Convergence .............................................. 37
Example - IT Staff in an Accounting Firm - To Outsource or
Not ...................................................... 37
Outsourcing - Not a Final Solution in Itself ................ 38
4 What to Outsource? .......................................... 41
Outsourcing Scope ........................................... 41
What to Outsource? .......................................... 42
Activities to Outsource? .................................... 42
BPO - What to Outsource? .................................... 45
Example - Outsourcing by Banks .............................. 45
Example - Public Relations (PR) Function Outsourcing ........ 46
Example - End Customer Management through Customer
Relationship Management (CRM) Solutions .................. 47
Example - Corporate Receivables Outsourcing to Banks ........ 48
Example - BPO Outsourcing of Sales Tax Compliance ........... 50
Example - BPO - Outsourcing Support Operations .............. 51
Example - Banking Operations Outsourcing .................... 51
Example - Tax Process Outsourcing ........................... 52
Miscellaneous Examples ...................................... 52
5 Outsourcing to India ........................................ 55
Asian Economy ............................................... 55
Brief History of Outsourcing in India ....................... 56
Where to Outsource? SWOT Analysis of Outsourcing to India ... 57
Benefits of Outsourcing to India ............................ 57
The Benefits, at a Glance ................................ 58
India - Preferred BPO Destination ........................... 59
Top Outsourcing Cities in India ............................. 59
Indian Vendors' Growth Challenges ........................... 60
Example - GE ................................................ 61
Example - Awards to Indian BPOs ............................. 62
Potential Countries for Outsourcing ......................... 63
India versus Other Outsourcing Destinations ................. 64
6 Vendor Selection ............................................ 67
Vendor Classifications ...................................... 67
Vendor Identification, Evaluation, Competency, Selection,
and Management .............................................. 68
Vendor Competency Evaluation ................................ 72
BPO-Specific Vendor Competency .............................. 75
Role of Technology in Vendor Selection ...................... 76
The Geographical Bearings of Buyers and Vendors and Some
Generalizations .......................................... 77
Vendor's Past Performance History Check ..................... 77
Vendor Selection Checklist .................................. 77
7 Contracts - Types, Pricing Models, and Issues ............... 79
Contract Types - Three Major Legal Structures ............... 79
(1) Third-Party Outsourcing ................................. 79
(2) Parent-Subsidiary Relationship .......................... 82
Captive Centers ......................................... 85
(3) Build-Operate-Transfer (ВОТ) Model ...................... 85
Pricing Models .............................................. 87
Fixed-Price Model ....................................... 88
Transactional Pricing Model ............................. 89
Activity-Based Pricing Model ............................ 89
Cost-Pius Pricing Model ................................. 89
Gain-Sharing Model ...................................... 90
Contract Drawing ............................................ 90
Contractual Issues .......................................... 92
Contractual Risks ........................................... 93
Collaborations - Joint Ventures ............................. 94
Contract Termination ........................................ 94
Transitioning - Postcontract Termination .................... 95
Example - Antidumping U.S. Law .............................. 97
8 Operations - Execution, Challenges, Quality, Etc ............ 99
Operations Optimization ..................................... 99
Operations Optimization through Vendor Expertise ........... 100
Operations Execution ....................................... 101
Example - Operations ....................................... 102
Example - BPO Operations - Mentor-Mentee Concept ........... 102
Operational Costs .......................................... 103
Example - Chief Financial Officer (CFO) - Role and
Operations .............................................. 104
Example - Bearings of Office Location ...................... 105
Vendor Management .......................................... 105
Example - Outsourcing BPO Operations to India .............. 106
Example - Outsourcing Customer Support ..................... 107
Operational Challenges ..................................... 108
Example - Operational Challenges of Banks and Financial
Organizations ........................................... 111
Risk Management ............................................ 112
Operations - Contingency - Disaster Recovery (DR) .......... 113
Quality Imperative ......................................... 114
SECTION II WEB-BASED OUTSOURCING
9 Web Outsourcing - Introduction ............................. 119
Internet - Brief Background ................................ 119
History of the Internet .................................... 120
How People Discover Web Sites .............................. 120
Web-Based Outsourcing ...................................... 121
10 Web Outsourcing Models and Frameworks ...................... 123
Business Model 1 - Outsourcing over the Web Using Well-
Defined Contracts ....................................... 123
Compensation Principle ............................... 124
Working Framework 1 .................................. 124
Working Framework 2 .................................. 125
Salient Feature of This Framework .................... 125
Related Examples ..................................... 126
Business Model 2 - Outsourcing over the Web without
Contracts ............................................... 127
Compensation Principle .................................. 128
Working Framework ....................................... 128
Salient Feature of This Model ........................... 130
Movement of Projects between Models 1 and 2 ............. 130
The Models - Roles ...................................... 130
Web Portal Owner, Administrator ...................... 131
Outsourcing Buyer .................................... 131
Project Evaluator .................................... 131
Vendor Seller ........................................ 131
Financial Intermediary ............................... 131
Criteria for Success of These Models .................... 132
The Models "1 and 2" Value Proposition .................. 132
Business Model 3 - Strategic Tie-Ups - The Time Shares -
Selling Time ............................................ 133
How It Works ............................................ 135
The Models - Roles ...................................... 136
Web Portal Owner, Administrator ...................... 136
Proposer ............................................. 136
Investors ............................................ 136
Financial Intermediary ............................... 137
The Web Portal Setup and Features ....................... 137
Related Examples ........................................ 137
Criteria for Success of These Models .................... 138
The Model Value Proposition ............................. 138
Business Model 4 - Strategic Tie-Ups - Making Customers
and Employees Shareholders .............................. 139
Model 4a - Making Outsourcing Customers Shareholders .... 139
Roles ................................................ 140
The Web Portal Setup and Features .................... 141
Model 4b - Making Employees Shareholders ................ 141
Roles ................................................... 143
The Web Portal Setup and Features ....................... 143
Examples ................................................ 143
Criteria for Success of These Models .................... 143
Limitations ............................................. 144
The Models Value Proposition ............................ 144
Business Model 5 - Time-Based Costs for Services and
Products in Outsourcing ................................. 147
Roles ................................................ 148
The Web Portal Setup and Features .................... 148
Application Examples ................................. 149
Criteria for Success of These Models ................. 149
The Model Value Proposition .......................... 149
Business Model 6 - For Every "n" Units Sold, Giving "m"
Units Free ........................................... 150
Roles ................................................ 151
The Web Portal Setup and Features .................... 152
Application Examples ................................. 152
Criteria for Success of These Models ................. 152
The Model Value Proposition .......................... 153
Business Model 7 - Prepurchase of Outsourced Products and
Service in Bulk with Delivery Spread Out in Parts at
a Later Period of Time .................................. 153
Roles ................................................ 155
The Web Portal Setup and Features .................... 156
Application Example .................................. 156
Criteria for Success of These Models ................. 156
The Model Value Proposition ....................... 156
Business Model 8 - Big Projects Outsourcing to
a Consortium ............................................ 157
Consortium Contract Basics between Partners ....... 158
Operations ........................................ 158
Designation of Project Managers ................... 158
Monitoring and Coordination Committee ............. 158
Roles ................................................ 160
Example 1 ............................................ 160
Example 2 ............................................ 160
Criteria for Success of These Models ................. 160
The Model Value Proposition .......................... 160
Business Model 9 - Using Online Provider/Vendor to
Manage the Internet Business (E-Business) Part/
Component ............................................ 161
Roles ................................................ 162
The Web Portal Setup and Features .................... 162
Criteria for Success of These Models ................. 163
The Model Value Proposition .......................... 163
Business Model 10 - Automated Outsourcing Using Software
Agents ............................................... 163
Related Examples ..................................... 165
The Model Value Proposition .......................... 166
11 Web Outsourcing Examples ................................... 169
Projects That Are Good Candidates of These Models .......... 169
General Category of Applicable Projects .................... 170
Miscellaneous Examples ..................................... 170
Example - Design of Application and/or Respective
Reviews ................................................. 171
Example - Technical Consulting for Problem Resolution ... 171
Example - Application Development ....................... 171
Example - Web Site Content Writing ...................... 171
Example - Marketing and Consulting Online ............... 172
Example - Search Engine Marketing (SEM) ................. 173
Example - Web Link Building Service ..................... 173
Example - Data Collection ............................... 173
Example - Web Site Marketing ............................ 174
Example - Newsletters ................................... 174
Example - Online Newspapers and Magazines ............... 174
Examples - Merging of Fields - Advertisements,
Entertainment, Education, and Service ................... 175
Example of Outsourcing Online - Tax Preparation
Services ................................................ 175
Example - Desktop Publishing (DTP) Outsourcing Online 176
Example - Outsourcing Training and E-Learning Products
Development Online ...................................... 176
Example - Home and Business Shopping .................... 177
Example - Outsourcing of Small Web-Based Businesses
(e.g., Online Video Rentals) ............................ 177
Example - Insourcing Online over the Organization's
Internal Intranet Network ............................... 177
Example - Usage of Online Software Agents ............... 177
Examples in E-Commerce ..................................... 178
E-Commerce Applications - Order Management .............. 178
Examples of E-Commerce Applications - Content Ownership . 178
Examples of E-Commerce Applications - Interactive
Multimedia Online ....................................... 178
Example - Interactive Communications Online ............. 179
EDI Example - Medical Field ............................. 179
EDI Example - Usage in Manufacturing and Retail
Procurement ............................................. 180
EDI Examples - Miscellaneous Usages ..................... 181
EDI Example - International Trade ....................... 182
EDI ..................................................... 183
Example - Shift over from Manual to Computerized Online
Business ................................................ 184
Example - Financial Organizations and Banks Using Online
Service Providers ....................................... 184
Examples - Potential Fields for Outsourcing to India ....... 185
Example - IBM's E-Business Strategy ..................... 186
IBM's E-Business Approach ............................... 187
Key Focus Areas ......................................... 187
Example - Mphasis' VTR (Virtual Tax Room) Tool .......... 187
12 Web Outsourcing - Criteria for Success, Challenges ......... 189
"Nature" of Business, Online ............................... 189
What Does Not Qualify for Online Outsourcing ............... 190
Market Readiness ........................................... 190
Target Geography for Online Outsourcing .................... 190
Vast Online Information Volumes ............................ 191
Transparency and Interoperability between Networked
Systems .................................................... 191
Quality .................................................... 192
Time, Speed, and Uncertainty ............................... 192
Convenience and Self-Service ............................... 193
Personalization and Customization .......................... 194
Learn to Outsource, Even Online ............................ 194
High Demands of Online Users/Customers ..................... 195
Outsourcing Approach Online and Confidentiality ............ 196
Training ................................................... 197
Online Vendor/Providers Specialized Domain, Business, and
Technology Skills .......................................... 197
Online Outsourcing Organization's Specialized Business
Skills ..................................................... 198
Risk Management ............................................ 198
Employee Retention ......................................... 198
Variable Pay ............................................... 198
Access to Critical, Sensitive Data by Partners, Online
Vendors, and Unauthorized Users ............................ 199
Language Nuances Online .................................... 199
Recession and Low Market Economic Conditions ............... 200
Layoffs .................................................... 200
Reverse Brain Drain ........................................ 201
Reuse of Related Past Work, Knowledge, and Experience ...... 201
Presentation Challenges Online for Enabling Quick
Decision Making in Web-Based Applications .................. 201
Readability Challenges Online .............................. 201
Personalization Challenges through Example - Video
Rentals Survey ............................................. 202
Acceptance of the Concept .................................. 202
Online Payment Systems and Electronic Data Interface
(EDI) Challenges ........................................... 202
"Business Transactions Challenges" of E-Commerce ........... 203
Technical Challenges in E-Commerce Applications ............ 203
The Rate of Proliferation of Internet/Intranet
Outsourcing Portals ........................................ 204
General Challenges Faced by the Internet ................... 204
Need for Standards ......................................... 205
Openness ................................................... 205
Global Governance .......................................... 206
Design ..................................................... 206
Investments ................................................ 206
Data Management ............................................ 207
Security ................................................... 207
Strategic Cooperation ...................................... 207
Mobility ................................................... 207
Speed ...................................................... 208
Limitations of Online Outsourcing .......................... 208
13 Web Outsourcing - Advantages ............................... 209
Business Advantages in the Virtual World of Web
Outsourcing ................................................ 210
Pioneer Advantage .......................................... 210
Highly Skilled People and Resources ........................ 210
Reuse of Tools, Resources, Experiences ..................... 211
Borderless World ........................................... 212
24/7 × 365 Operations ...................................... 212
Speed ...................................................... 212
Strategic Focus ............................................ 213
Vendors' Geographical Spread ............................... 213
Personalized, Customized Services .......................... 214
Exponential Growth Prospects ............................... 215
Budgets for Setup and Working .............................. 215
Web - The Information Superhighway ......................... 215
Dematerialization - Migration of Manual/Paper Records to
Electronic Media, Online ................................... 215
Leveraging from Outsourcing, Online ........................ 216
Financial Benefits ......................................... 216
Cross-Currency Conversion Benefits ......................... 216
Higher Integration ......................................... 217
Dell's Outsourcing Strategy ................................ 218
Mass Customization ......................................... 218
Dell - Some Salient Points ................................. 218
Reduced Learning Curve for Online Organizations ............ 219
Brand Building ............................................. 219
Substantial Changes in the Environment ..................... 220
Interoperable Communications ............................... 220
Quality and Continuous Benchmarking ........................ 220
Long-Term Career Paths ..................................... 221
Reduced Liability and Risk ................................. 221
Knowledge Store ............................................ 222
Linguistic Barrier Is Greatly Lowered ...................... 222
Repetitive Tasks and Labor Costs - Software Agents ......... 222
Automation - Software Agents ............................... 223
Online Payments ............................................ 223
Operational Efficiency ..................................... 223
E-Commerce Benefits ........................................ 224
Electronic Data Interchange (EDI) Advantages ............... 224
Advantages of Outsourcing Online to India .................. 226
14 Business-to-Business Payment Systems Online ................ 229
E-Commerce - Internet Communications ....................... 229
Electronic Payment Systems ................................. 231
Payment Gateways ........................................... 232
Electronic Commerce and EDI ................................ 232
EDI - Some Definitions ..................................... 233
"EDI Concept" .............................................. 234
EDI - The Future ........................................... 235
EDI Example - Manual Process Using Paper Checks
(Limitations) ........................................... 236
Clearing Automation through Truncation and Electronic
Check Presentment (TECP) ................................ 237
Example - Automated Clearing House (ACH) Transfers ......... 238
Electronic Funds Transfer (EFT) Process .................... 239
Financial Instruments ...................................... 240
Electronic Token ........................................... 240
E-Cash ..................................................... 241
E-Cash Basics ........................................... 241
Usage Issues with E-Cash ................................ 242
E-Cash Working Mechanism ................................ 242
E-Checks Working Mechanism ................................. 245
Smart Card ................................................. 246
Smart Cards - Advantages ................................... 247
Example - EDI Usage by Sears Roebuck Organization .......... 248
SECTION III SLOWDOWN AND OUTSOURCING
15 The Slowdown Scenario ...................................... 251
Economic Turmoil ........................................... 251
Indices Nosedive Worldwide - Growth Forecasts Downgraded ... 252
Forecasts Downgraded in India .............................. 253
Economic Situation in the United Kingdom during Slowdown ... 256
Budget Squeeze and IT Spending Declines .................... 256
Example - Microsoft CEO's View ............................. 258
Example - Nortel's Bankruptcy .............................. 259
Example - Satyam Saga - Credibility Loss ................... 260
Examples - Frills Cost Cutting in the IT and BPO Sector .... 263
Moody's Estimates on Outsourcing to India .................. 264
India and Other Countries as the Outsourcing Destination ... 265
16 Business Repositioning in Slowdown ......................... 267
Business Repositioning - Slowdown - CEOs Speak at Harvard
Meeting on Cause and Measures .............................. 267
Business Repositioning - IT Spending and Budget Slash
during Slowdown ............................................ 268
Business Opportunities during Economic Slowdown ............ 269
Business Repositioning Due to Recession - General
Strategies ................................................. 270
Business Repositioning - High Exposure to Financial
Services Sector Outsourcing ................................ 272
Example - Business Strategy of Infosys ..................... 273
Business Deals Contracting - Short- and Long-Term .......... 274
Example - Infosys and Wipro Short- and Long-Term
Contracts Ratio ............................................ 275
Example - Airtel-IBM Long-Term Contract .................... 275
Business Repositioning through Regional Shifts and
Strategy ................................................... 276
Strategy - Risk Mitigation through Geographical Spread ..... 276
Mergers and Acquisitions (M&A) ............................. 278
M&A - Risky Acquisitions ................................ 278
Restructuring and Consolidation in Indian Companies -
M&A ..................................................... 279
Example - Axon M&A ...................................... 282
M&A - Example - Impact on Genpact after Wachovia's
Assets Sale to Citigroup ................................ 283
M&A Examples ............................................... 283
M&A Example - Barclays .................................. 284
M&A, Hiring Example by CSC .............................. 284
Miscellaneous M&A Examples in India ..................... 284
Governments - Support and Control Measures ................. 285
Government Mitigation Measures Worldwide ................ 285
Government Outsourcing Projects ......................... 286
Challenges Faced by U.S. Administration during
Slowdown ................................................ 286
Example - Legal Requirements When Outsourcing by
American Banks .......................................... 288
Investment Wooing by U.S. Government Bodies of Indian
Firms ................................................... 289
European Government Support during Crisis ............... 290
Government of India Support and Policies ................... 290
Government of India - Taxation Policies during
Slowdown ................................................ 291
Special Economic Zones (SEZs) in India during Slowdown .. 292
Examples of Organizations That Managed the Slowdown
Successfully ............................................ 293
Example - IBM Exception during Slowdown ................. 293
Example - Outsourcing by JP Morgan Chase ................ 294
Example - M&A - Mergers of Global Banks ................. 294
Example - Omega BPO's Business Strategy ................. 295
Example - Business Processing Outsourcing by Capita,
UK ...................................................... 295
Example - Dell Worldwide Launch ......................... 296
Example - Godrej-HP Contract ............................ 296
Example - BPO Operations Execution Example - By Vertex .. 297
Example - Legal Process Outsourcing (LPO) ............... 297
Example - Tesco ......................................... 298
Example - Banking Products .............................. 298
Examples - Miscellaneous ................................ 298
17 Slowdown - Hiring, Layoffs, and Attrition .................. 301
Attrition .................................................. 301
Layoffs during Slowdown .................................... 303
Indian Reverse Brain Drain ................................. 304
Economy and People's Health ................................ 305
Personnel Retention ........................................ 307
Example - Hiring by RBS of Lehman .......................... 309
Hiring in India before and during the Financial Slowdown 309
India - Back to Hiring after the Economic Recovery ......... 311
SECTION IV OUTSOURCING - MISCELLANEOUS CONCERNS AND THE
FUTURE
18 Intellectual Property and Data Security .................... 315
Intellectual Property (IP) ................................. 315
Piracy .................................................. 315
IP ...................................................... 316
Security ................................................... 319
Malicious Codes and Protection Methods ..................... 319
Common Hacking Examples ................................. 319
Mobile Code ............................................. 321
Virus Examples .......................................... 321
Security - Risks in E-Commerce ............................. 322
Network Security ........................................... 323
Secure Messaging over Networks ............................. 324
Protection Mechanisms and Practices against Hacking and
Security Risks ............................................. 327
Encryption and Cryptography ................................ 328
Digital Signatures ......................................... 331
"Firewall" - Infrastructure Protection ..................... 332
19 Reflections about the Future ............................... 337
History Revisited .......................................... 337
The Generations ............................................ 337
Phase 1 - 1980 to 1990 - Tactical Outsourcing - Solve
Business-Specific Problems .............................. 338
Phase II - 1991 to 2000 - Strategic Outsourcing -
Build Strategic Relationships ........................... 338
Phase III - 2001 Onward - Transformational
Outsourcing - Create Interdependencies to Bring
Innovation .............................................. 338
Reflections on the Future of Outsourcing ................... 338
Population, Labor, and Outsourcing ...................... 338
Unionism's Decline in the United States ................. 339
The New Age Worker ...................................... 340
The India and China Axis ................................... 340
India and China ......................................... 341
The Indian Equation ........................................ 342
Challenges for India .................................... 343
Miscellaneous Outsourcing Countries ........................ 344
Trends ..................................................... 344
Idea versus Size ........................................ 344
Outsourcing Promiscuity ................................. 344
Outsourcing Highlights ..................................... 345
Transformational Outsourcing ............................ 346
End-to-End Solutions .................................... 346
Need for Speed .......................................... 346
Intermediary Dissipation ................................ 347
The Education Alignment ................................. 347
Government Support ...................................... 347
The Governing Systems ................................... 347
Global Integration ...................................... 347
End User Say ............................................ 347
Business Metamorphosis .................................. 348
Rise of Global Players .................................. 348
Outsourcing Functions ................................... 348
Economy Impact .......................................... 348
Outsourcing: Private and Government Deals ............... 348
Temporary Demand Spikes ................................. 349
Currency Interchange .................................... 349
Internet Growth and Outsourcing ......................... 349
New Quality Definitions ................................. 349
Synergy between Outsourcing Players ..................... 349
Growth of New Business Avenues .......................... 349
Useless Data Volumes .................................... 350
Education and Certifications ............................ 350
Inventory ............................................... 350
Agriculture Outsourcing ................................. 350
Tourism Outsourcing ..................................... 351
Oil Impact .............................................. 351
Contingency Planning .................................... 351
Job Loss ................................................ 351
Startup Cost ............................................ 351
World Security .......................................... 351
Individual Privacy ...................................... 352
What Will Not Be Outsourced ............................. 352
Growth of Outsourcing in Information Technology and
BPO Domains ............................................. 352
Automation, Technology, and Outsourcing .................... 353
The Technology Curve .................................... 353
E-Materialization ....................................... 354
Workplaces Metamorphosis ................................ 355
Impact on Transportation ................................ 355
Examples of Future Business Forays of Outsourcing ....... 356
Microcommerce Business Opportunities ................. 356
Examples ................................................ 356
Microservices and Microproducts ......................... 356
Person-to-Person Outsourcing (P2P Offshoring) ........... 356
Knowledge Process Outsourcing (КРО) ..................... 357
Outsourcing of R&D ...................................... 358
Legal Outsourcing (LPO) ................................. 358
Energy Outsourcing ...................................... 358
Miscellaneous Examples of the Near Future of
Outsourcing ................................................ 358
The Bow and Final Words .................................... 359
Appendix: Enabling Infrastructure and Components .............. 363
Hardware Deployment ........................................ 363
Office Equipment Products .................................. 365
The Client-Server Model and E-Commerce ..................... 365
Middleware ................................................. 366
Network .................................................... 367
Proxy ...................................................... 368
Routers .................................................... 368
Telecom Networks ........................................... 369
Satellites ................................................. 370
Data Compression ........................................... 371
Data Encryption ............................................ 372
Encryption - RSA ........................................... 373
Video Conferencing ......................................... 374
Multimedia - Evolution Challenges .......................... 374
Video Server ............................................... 379
Pictures ................................................... 381
Some Definitions ........................................... 382
Other Books on the Outsourcing Subject That Include Model
II ......................................................... 382
Bibliography .................................................. 383
Index ......................................................... 391
Author Biographies ............................................ 419
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