The benefits of outsourcing reach far beyond the well-known advantages of reduced costs and increased efficiency. Outsourcing is being embraced for the ability it gives executives to predict business results and support strategic planning.
For many executives, the greatest challenge of business process outsourcing (BPO) is not operational but managerial. In our research, based on 30 in-depth interviews with senior executives who steer BPO relationships for their organizations, we make three recommendations for how executives get and keep control in BPO. For many executives, the greatest challenge of business [...]
The promise of increased revenue, retention and profitability from customer relationship management (CRM) has been elusive to most financial services institutions (FSIs). When and how does CRM achieve successful outcomes? The answer lies in the approach, and that approach involves two major changes for FSIs. This paper discusses FSIs’ unique CRM challenges and an approach [...]
What is the best approach to deploying IP telephony? What problems will need to be overcome, and how can you ensure ROI? This paper presents a best-practices approach as a result of lessons learned by the early adopters, along with a multidimensional solution addressing all aspects of converged communications.
Whether the “O” word refers to outsourcing strategies or offshoring tactics, communications surrounding corporate plans and goals require a structured approach to risk management. Underestimating the impact of employee resistance can greatly decrease ROI in an outsourcing initiative. This paper examines proactive and reactive approaches to mitigating risks and achieving employee buy-in.
A popular solution when offshoring ADM has been to start with one development project as a small pilot. Some companies even start a second or third project on a “handshake” basis while negotiating a contract subsequent to a successful pilot. Note the advantages of a pilot. Some suppliers are willing to do the pilot project [...]
Outsourcing providers often build capabilities and shape new process or industry solutions with an anchor client. Although anchor clients know there will be economies of scale benefits to them as the provider adds more clients to its shared services model, there is an inherent risk of degradation in quality of service to the anchor client [...]
Abbey Life’s policyholders benefit from a highly knowledgeable, motivated workforce. To that end, reducing staff turnover was an important objective. Beyond offering good career opportunities to Abbey Life’s employees, the provider also needed effective change management and employee retention strategies. UISL’s expertise in this area succeeded in motivating employees to stay and excel in performance. [...]
INSURANCE UPDATE:
\x0d\x0aBusiness transformation and end-to-end solution for insurance administration, all rolled into one package…plus, best practices in shared services for anchor clients.
How do medium-sized banks survive in today’s brave new world? The challenges seem Herculean. The big banks are getting bigger, smaller banks are becoming acquisition candidates, and the Internet is changing how consumers interact with their financial institutions. Outsourcing is one way for banks to cut costs and become more competitive, says Alfred Ricci, of [...]
Worldwide trends in mitigation of market and operational risks in financial services institutions.
How to handle insurance claims investigation with expertise and cost-effectiveness.
You’ve outsourced finance and accounting functions. But the Sarbanes-Oxley Act says management is responsible for the veracity of the numbers. How do both parties stay clear of the dreaded 404 provision, which guarantees three squares at Club Fed? Attorneys Robert Gareis and Michael Mensik of Baker & McKenzie share some thoughts.
Diana Robinson led AT&T’s HR outsourcing effort. Then she joined Aon, the provider of the services she used to buy. She tells what it’s like wearing both hats.
IDC’s Marc Pramuk says access to technology is driving HRO. Companies are assembling more comprehensive outsourcing initiatives to get more for their technology dollar.
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