Sourcing from Within--Why Insource? --

Customer Satisfaction --

Definability and Measurability --

Stability and Variability --

Predictability --

Planning for Success --

Understand and Define Your Problem Set --

Define Your Scope --

Establish Guiding Principles --

Make Fact-Based Decisions --

Benchmark --

Understand Your Goal/Define Your End State --

Establish Coalitions/Gain Buy-In --

Exercise Quality --

Develop a Plan and Stick To It --

Writing the Job Ticket--"The Ask" --

Problem Statement --

Purpose/Statement of Deliverables --

Scope/Boundaries --

Team Definitions --

Forming "The Core Team" --

Find a Strong/Capable Project Manager --

Selecting the Members of the "Core Team" --

Staff Team with Dedicated Resources --

Empower the Work Group--Autonomy --

Charting the Approach --

Restate the Problem Set --

Define the Scope --

Define Your Work Process/Review and Feedback Loop --

Gain Buy-In Early --

Have Fun! --

Establishing and Managing Coalitions--Gaining Buy-In --

Establish Management Buy-In Early --

Supporter --

Non-Supporter --

"On the Fence" --

Establish Customer Buy-In Early --

Establish Supplier Coalitions --

Procure Subject Matter Experts (SMEs) --

Test Market for Resource Availability-- Can It Be Staffed Effectively? --

Establish an Information Network --

Identify and Understand Risk --

Business Linkage --

Understanding the Company Mission --

Services in a Traditional Business Framework --

Object-Oriented Service Delivery Framework --

Balancing the Services --

Services Linkages --

Marketing and Communications.