This paper is the first of four 2009 papers in our annual Best Practices series with insights from the Outsourcing Excellence Awards relationships. Outsourcing Center studied the findings relevant to communication problems as related by buyer organizations participating in the 2009 Outsourcing Excellence Awards program. This paper discusses the communication problems they encountered and four [...]
Competition is fueling customer churn and testing customer loyalty. Vijayalakshmi S. Paduvalli describes how customer expectation management helps companies extend market share and expand relationships in today’s challenging economy.
Instead of outsourcing its IT infrastructure to just one supplier that takes care of everything, Shell chose to outsource to best-of-breed suppliers. It created an IT ecosystem designed to encourage three suppliers to work together. Read how they made multi-sourcing a success.
Lynda Gratton at the London Business School has studied teams for the last five years. She explains how to encourage hot spots, a business environment where ideas and excitement ignite teams, who then solve problems and innovate.
What strategies are buyers using today to handle employee resistance to outsourcing? This article reveals trends we found in a study of 249 outsourcing relationships that either successfully mitigated the resistance in advance or successfully worked their way through the issues that arose from employee apprehension.
High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the UK: using home-based agents. Here is its success story.
In today’s tough outsourcing marketplace, winning all the business you can is the name of the game for suppliers. Being able to articulate what differentiates your brand in the marketplace is one way to increase your wins. Brenna Garratt knows how.
Is your company’s shared services center facing challenges such as lacking the expertise or technology to drive further process improvements and innovation or a cost structure that can’t adapt quickly to business changes? Philips, one of the world’s largest manufacturers of consumer products, had three shared services centers that initially delivered cost reduction but lacked [...]
In the last several decades, a handful of innovations have fundamentally changed the way businesses and individuals use technology. The move from mainframes to client-server environments, the rise of the PC, the widespread embrace of ERP systems, the Internet – each of these have marked distinct periods of business transformation and major IT market shifts. [...]
Global payroll outsourcing is a relatively new field. For these services, multinational companies have three outsourcing options for service delivery: Select local service providers in each region and manage them Select a global payroll provider (basically a vendor management model with the global provider managing many local providers) Shared services model of an outsourcing provider [...]
How can CIOs support business expansion with limited or even shrinking IT budgets? A critical requirement is to make sure service providers are tightly aligned to business goals. This is easier said than done, of course. However, an ERP Health Index and a new approach to application management solution have helped organizations cut costs and [...]
Businesses are focusing on how to sustain themselves today while positioning their enterprise for future growth. Learn how best-in-class businesses are optimizing their end-to-end supply chains to realize increased short and long-term cash flows and cost savings for sustenance and future growth…Read more. Download the white paper by clicking here.
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