Author Archive: Outsourcing Center, Kathleen Goolsby, Senior Writer

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Biggest Challenges in Maintaining Superior Service Levels in Outsourcing Relationships | Article

Biggest Challenges in Maintaining Superior Service Levels in Outsourcing Relationships | Article

Outsourcing rookies, of course, face many challenges in achieving their desired return on investment because their deals often lack one or more elements that are foundational to success. And all outsourcing relationships encounter challenges that arise in unanticipated situations. But what about experienced buyers and relationships that are more mature? What issues arise in their […]

BPO Study’s Surprising Findings on Value and Long-Term Intent in Outsourcing Relationships | Article

BPO Study’s Surprising Findings on Value and Long-Term Intent in Outsourcing Relationships | Article

Buyers of outsourcing services want their service providers to invest in technologies that bring continual improvement to the outsourced processes. Providers want to invest only where it is also beneficial to their margins in the long run. Therein lies a conflict. Are there reliable predictors of a buyer’s intent for a long-term, mutually beneficial relationship […]

Small U.S.-Based Finance and Accounting Outsourcer Delivers Value of Large Providers | Article

Small U.S.-Based Finance and Accounting Outsourcer Delivers Value of Large Providers | Article

The bulk of most companies’ operational costs are in manpower, says Ragu Bhargava, CEO of Global Upside, Inc., a finance and accounting (F&A) service provider. That’s one of the reasons companies in all industries are increasingly bucking the long-held practice of retaining full-time F&A staff in house. Mountain View, Calif,-based Global Upside, Inc. provides services […]

Ten Pitfalls in Outsourcing Transitions | Article

Ten Pitfalls in Outsourcing Transitions | Article

There’s no shortage of methodologies and advisories on best practices and risk mitigation strategies for the transition phase of outsourcing relationships. Even so, many buyers encounter situations they didn’t foresee when structuring their arrangement, which cause costs to rise and delay time to value. Outsourcing Center studied these types of situations by surveying companies nominated […]

Level of Trust Impacts Effectiveness of Outsourcing Communication | Article

Level of Trust Impacts Effectiveness of Outsourcing Communication | Article

Ask 10 buyers of outsourcing services for their keys to success in communicating with their service providers, and you’ll hear 10 different answers because, of course, the effectiveness of communication depends on the individuals involved. Some will also say it depends on whether they’re communicating about day-to-day operations, conflicts or opportunities. Others will comment that […]

Seven Examples of Resolving Financial Conflicts between Buyers and Providers of Outsourced Services | Article

Seven Examples of Resolving Financial Conflicts between Buyers and Providers of Outsourced Services | Article

At the point where outsourcing service providers or their customers have a conflict that will result in a monetary loss to either party, they’re walking a fine line. If they manage to resolve the issue with a mutually beneficial solution, their relationship will be even stronger than before the conflict. If not, the party that […]

Action Plans for Managing Attrition in an Outsourcing Service Provider’s Resources | Article

Action Plans for Managing Attrition in an Outsourcing Service Provider’s Resources | Article

Change sometimes brings unintended consequences. When outsourcing relationships several years ago took on the characteristic of delivering services from one or more offshore locations, an unintended consequence was “talent wars” and attrition. Unmanaged attrition among a provider’s ranks leads to unsatisfactory service delivery and higher costs. How can the parties manage this dilemma? Should they […]

What Happens When the Outsourcing Business Case Stops Working? | Article

What Happens When the Outsourcing Business Case Stops Working? | Article

Organizations that turn to outsourcing to achieve their business objectives first develop a business case that includes such components as cost savings and avoidance objectives, business value benefits, and risk assessment of potential negative impacts. But what happens when the initial business case stops working because of unanticipated impacts? Both a Deloitte Consulting study and […]

iGATE’s Differentiation in Delivering Value to Customers | Article

iGATE’s Differentiation in Delivering Value to Customers | Article

iGATE is enjoying significant growth and currently performing strongly in the market with a 200%+ increase in stock price since 2009 and market cap increasing from $300 million to nearly $1 billion. I spoke with David Kruzner, Senior Vice President, about the way iGATE goes to market, its differentiation, and how its customers benefit from […]

Start-up Healthcare Company Overcomes Risks and Captures Success in Outsourced R&D | Article

Start-up Healthcare Company Overcomes Risks and Captures Success in Outsourced R&D | Article

Innovation is the lifeblood of entrepreneurial companies such as Inherited Health™, an online resource for information about health risks, but it’s also imperative that such companies deliver new products to the market in a short time frame and at the lowest cost. Those were the business challenges – along with having only a handful of […]

Upcoming Changes Point to Need for Buyers of Outsourcing Services to Alter their Way of Thinking | Article

Upcoming Changes Point to Need for Buyers of Outsourcing Services to Alter their Way of Thinking | Article

Outsourcing Center asked leading outsourcing service providers about their predictions as to the biggest changes that will impact outsourcing buyers over the next five years. Their answers clearly point to a need for buyers to alter their thinking about how, when, and why they engage with providers of outsourced services. Extreme performance requires elasticity Joanne […]

Eight Biggest Areas of Risk for Buyers of Outsourcing Services | Article

Eight Biggest Areas of Risk for Buyers of Outsourcing Services | Article

New delivery models, new pricing models, service providers’ new marketing strategies, moving up the value chain to intellectual arbitrage, new technologies, real-time customer interaction, globalization, and new standards and regulations – these factors set the stage for risks for buyers of outsourcing services in the next two to five years. (Read Forces of Change Shaping […]

The Big Challenge that Will Reshape Outsourcing from 2011 – 2015 | Article

The Big Challenge that Will Reshape Outsourcing from 2011 – 2015 | Article

With industry experts predicting such a high degree of change in outsourcing over the next five years, Outsourcing Center asked Peter Bendor-Samuel, an industry pioneer and thought leader, for insights and predictions as to exactly where the industry is headed and what’s driving that movement. Bendor-Samuel, CEO and Founder of Everest Group, an advisory firm […]

Forces of Change Shaping Outsourcing Solutions | Article

Forces of Change Shaping Outsourcing Solutions | Article

Like a pre-storm sky, a look at the investments outsourcing service providers are currently undertaking presents evidence of tremendous change over the next five years. They’re mapping out a new course, and buyers of outsourcing services need to understand where providers are headed so they can make informed decisions. Outsourcing Center asked 12 leading ITO […]

Assessing the Coming Impact of Cloud Computing on Outsourced Solutions | Article

Assessing the Coming Impact of Cloud Computing on Outsourced Solutions | Article

What will be the speed of adoption of outsourced cloud computing solutions over the next five years? How will the cloud evolve and change outsourcing arrangements? How can buyers of outsourcing services optimize their cloud opportunities and manage the risks? Outsourcing Center interviewed industry executives about developments in outsourced cloud computing solutions. In this article […]

Buyers Face Decisions around New Opportunities and Risks in Outsourced IT Solutions | Article

Buyers Face Decisions around New Opportunities and Risks in Outsourced IT Solutions | Article

Charlie Bess, HP Fellow, HP Enterprise Services, says the outsourcing industry is facing “a different kind of IT and support environment than what we had just a few short years ago.” Here’s how he describes this new environment: More sensors deployed in more parts of a customer’s business giving organizations a deeper understanding of their […]