Một thay đổi thú vị về cuộc cách mạng gia công phần mềm là chuyển đổi của một năng lực kinh doanh vào một dịch vụ kinh doanh doanh thu tạo ra, một quá trình chúng ta gọi là đảo ngược gia công phần mềm. | 36 BPO OVERVIEW customer care and profitability prompting Kohler to deploy API services to its accounts receivable department and to other subsidiaries. 1 2 11 REVERSE OUTSOURCING Another interesting twist on the outsourcing revolution is the conversion of a business competence into a revenue-generating business service a process we call reverse outsourcing. This is not new of course. Companies have developed new revenue lines out of business competencies developed from within for generations. What is new is that businesses are able to generate outsourcing revenue on an increasingly mundane set of back-office business competencies. From simple customized software sales to call center operations firms that develop world-class competencies in a business process can now look beyond the competitive advantages those competencies provide to their potential for incremental revenue generation. As outsourcing noncore business competencies has become more common two things have occurred to increase the opportunities for organizations to seek revenue from business processes they execute at a high level 1. The fear factor about outsourcing has diminished. 2. The opportunities for outsourcing even in highly specialized processes and business competencies has greatly increased. The outsourcing fear factor has been reduced as a result of some of the major BPO drivers discussed in Chapter 1. The improvement in Internet secu- rity has eased concern about data loss or theft. The fear factor has also been reduced as a result of the mind shift that has occurred among managers regarding the nature of the organization. Formerly most managers believed in vertical integration and tight control of all business processes. Today the prevailing wisdom is to focus on core competencies while trusting market mech- anisms and carefully crafted contracts to motivate business service providers to take care of noncore activities. As the fear of outsourcing has diminished the opportunities for out- .
