Outsourcing cannot succeed unless both parties’ interests are aligned and they can manage to overcome inherent conflicts. In deals with government clients, there will always be an inherent conflict of interests. We studied a highly successful Canadian government relationship. This article shares their relationship best practices and framework that keeps their interests aligned.
Travel management companies (TMC) were the first generation of outsourced travel services to book flights, hotels, and rental cars. But what about restaurants or limos? Rearden Commerce, an online marketplace with interfaces to 135,000 merchants, outsources its network to TMCs and corporations.
Premium customer service is goal one for Southwest Airlines. Top-flight fleet maintenance makes high-flying customer service would simply possible. Southwest outsources the maintenance of its 450 planes. Its lower maintenance costs help it compete on price.
How does a start-up airline offer classy customer service and save well over a million dollars in up-front capital? Easy–outsource the function. Alpine Access, a provider of home-based employee CRM agents, recruited, screened, and hired ExpressJet’s agents in a matter of weeks.
Historically, Unisys’s HR department did all its recruiting internally. But then the outsourcing supplier won three major outsourcing engagements at once and had to staff them in just 60 days. One required 600 people. It turned to an RPO, The RightThing, to fill those slots.
As Canada’s central bank, the Bank of Canada works to preserve the value of money by keeping inflation low. It also acts as the government’s fiscal agent. More than 400 employees worked on the retail debt program, consuming 85 percent of the bank’s IT capacity while not a core activity. Outsourcing to EDS was the answer. However, this assignment had some extra requirements.
Why do some outsourcing relationships shine and others fail miserably? A new study by Capgemini lists nine steps to relationship success.
A tight collaboration between BPO provider and his software vendor(s) will help establish processes that are both well designed and will sustainably meet day-to-day operational requirements.
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