服务外包英语

书籍目录

unit 1 understanding outsourcing
　part i starting up
　part ii listening & speaking skills development
　　dialogue 1 outsourcing business processes
　　dialogue 2 opinions about outsourcing
　part iii reading
　　passage 1 what is outsourcing?
　　passage 2 types of outsourcing
　　passage 3 india is world’s best outsourcing destination: a.t.
kearney
　　passage 4 2010 top ten world outsourcing companies
　part iv writing
　　business letter of introduction
　part v mini-project
　part vi tips for outsourcing professionals
　　skills required by professionals in outsourcing
　unit 2 a day at work
　part i starting up
　part ii listening & speaking skills development
　　dialogue 1 preparing a teleconference 　　
　　dialogue 2 the first day in new horizon computers
　part iii reading
　　passage 1 a call center agent’s smile
　　passage 2 a typical day in the life of a project manager
　　passage 3 how business outsourcing has reshaped the
philippines
　　passage 4 a day in the life of an it project manager
　part iv writing
　　e-mail
　part v mini-project
　part vi tips for outsourcing professionals
　　work attitude
　unit 3 cultural aspects
　part i starting up
　part ii listening & speaking skills development
　　text 1 avoiding culture clash
　　text 2 company culture
　part iii reading
　　passage 1 understanding cultural differences in offshore
outsourcing
　　passage 2 cultural barriers to offshore outsourcing
　　passage 3 working environment in infosys
　　passage 4 key issues in offshore outsourcing
　part iv writing
　　memo
　part v mini-project
　part vi tips for outsourcing professionals
　　appreciating cultural differences
　unit 4 communication practices
　part i starting up
　part ii listening & speaking skills development
　　dialogue one communication problems
　　dialogue two solving programming problem
　part iii reading
　　passage 1 communication in offshore outsourcing
　　passage 2 the importance of communication in outsourcing
　　passage 3 effective communication methods
　　passage 4 communicating in your organization
　part iv writing
　　work report
　part v mini-project
　part vi tips for outsourcing professionals
　　effective communication is vital to success
　unit 5 business meeting
　part i starting up
　part ii listening & speaking skills development
　　dialogue 1 tomorrow's meeting
　　dialogue 2 project discussion
　part iii reading
　　passage 1 business meeting etiquette
　　passage 2 video conferencing - communication made simple
　　passage 3 what is skype?
　　passage 4 eight ways to make meetings better
　part iv writing
　　announcement and invitation
　part v mini-project
　part vi tips for outsourcing professionals
　　stress management
　unit 6 dealing with customers
　part i starting up
　part ii listening and speaking skills development
　　text 1 managing outsourcing relationship
　　text 2 ending a business relationship
　part iii reading
　　passage 1 winning customers through effective telephone
etiquette
　　passage 2 convergys corporation——top outsourcing company
　　passage 3 ways to handle angry customers
　　passage 4 cautions in outsourcing your customer service
center
　part iv writing
　　complaint response letter
　part v mini-project
　part vi tips for outsourcing professionals
　　skill sets for customer centric jobs
　unit 7 project management
　part i starting up
　part ii listening & speaking skills development
　　dialogue 1 work assignment
　　dialogue 2 checking about the project schedule
　part iii reading
　　passage 1 the five steps in the project management life
cycle
　　passage 2 tips on offshore software project management
　　passage 3 the importance of teamwork
　　passage 4 something about team building
　part iv writing
　　action plan
　part v mini-project
　part vi tips for outsourcing professionals
　　teamwork: a key to successful outsourcing
　unit 8 career development
　part i starting up
　part ii listening & speaking skills development
　　dialogue 1 making preparations for a job interview
　　dialogue 2 talking about new job
　part iii reading
　　passage 1 questions to be asked before applying for call center
industry
　　passage 2 my ibm summer internship
　　passage 3 recruitment process outsourcing leads to better
hires
　　passage 4 career plans in your life
　part iv writing
　　résumé and cover letter
　partv mini-project
　part vi tips for outsourcing professionals
　　career training
appendix i glossary
appendix ii listening scripts
appendix iii key ito and bpo terms
appendix iv top 100 outsourcing companies of 2010
　　　　

作者简介

《21世纪高职高专规划教材•服务外包系列:服务外包英语》主要内容简介：20世纪后期，在成本驱动和专业化分工的推动下，很多企业开始把非核心业务剥离出来交给企业外部专业服务提供商完成，以降低成本、提高效率、增强企业的核心竞争力，这就是服务外包。服务外包逐渐成为推动世界经济发展的一股新兴力量，缩小了各地区间的差距和界限。如今，在经历了金融危机的洗礼后，以云计算、物联网技术为代表的第三次信息技术革命悄然兴起，在全球范围内掀起了产业转移和结构调整的浪潮，企业对竞争力的关注正经历着从成本驱动向创新化、一体化驱动的转变。手机业巨头的此起彼落、iPad的全球热销、盛大网络向出版业的进军等，这一切都在推动世界经济的进一步细分重构，也预示着服务外包产业的新一轮发展。

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