Outsourcing Center’s 2009 Outsourcing Excellence Awards program revealed trends in how buyers are structuring and modifying service level agreements (SLAs). This paper presents lessons learned in structuring SLAs and best practices in tying penalties to SLAs. This information is examined in light of two different points in time in an outsourcing relationship: (1) when structuring [...]
In many procurement outsourcing deals, service providers successfully identify savings and negotiate more effective contracts with suppliers. But they do not optimize the process end to end, do not facilitate more strategic sourcing, and fail to deliver innovation. Many buyers report achieving direct savings of 5-20 percent but not achieving the goal of transforming the [...]
Help desk outsourcing can achieve cost reduction and greater efficiencies, but many buyers encounter significant pitfalls to achieving those outcomes. All of these risks to achieving the anticipated return on investment can be mitigated up front in the planning, provider selection, and contract negotiation phases. This paper discusses the top 11 mistakes buyers make in [...]
Despite investments in data warehousing and ERP systems, most organizations struggle to make informed, responsive decisions based on their data. Typically, they lack visibility into their business. They also lack a structured predictive program of business intelligence and analytics that allows them to mitigate business risks and fully utilize the available data and draw insights [...]
Nearly one-third of every dollar in U.S. healthcare goes toward administrative and other costs, and paper processes still drive the industry. Simply digitizing paper is not the answer to increasing efficiencies and patient safety or reducing costs. This paper discusses the benefits of an integrated solution that encompasses Electronic Health Records, Personal Health Records, a [...]
Changes in technology and the business landscape and new government regulations forced Equity Insurance Group to implement strategic changes to remain competitive. Offshoring to WNS was so successful the parties added gain-sharing in the second contract.
Océ Business Services has handled its share of emergencies for Verizon Wireless, including the anthrax scare after 9/11 and the ravages of Hurricane Katrina. And its improved processes have generated savings of $1.5 million rather than the projected $300,000 – exceeding expectationss by 500 percent. Read why this relationship succeeds.
Brinker International serves more than one million guests in its 1,700 restaurants daily. In 2004, data integration was paper intensive and manual and began to encroach on the Brinker dining experience itself. Outsourcing data management was its recipe for success.
Changes in the global economy and new demands by consumers have radically altered the business landscape, according to M.S. Krishnan. In light of four game-changing trends, he believes companies must focus on the centrality of the individual and on access to resources, not ownership of them, or what he calls N=1 and R=G. Read about how to apply his recipe for success.
In order to remain competitive, search engine provider Yahoo! needed to expand its presence in Latin American markets, searching for a development partner to create hotsites in days, sometimes hours. A Brazilian supplier not only filled the bill but also provides innovation.
Data security has become the number one issue in outsourcing contract negotiations, reports John Delaney of Morrison & Foerster. Buyers believe suppliers have superior processes, so they should be responsible for security breaches. But suppliers know no system is immune. Here’s how to handle the conflict.
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