Articles

How Outsourcing Has Changed

How Outsourcing Has Changed

Outsourcing is not new—almost every organization outsources some aspect of its business. A paint company may outsource the manufacture of its paint cans; a mobile network may outsource its billing activity; a hospitality chain may outsource medical waste disposal; an auto manufacturer may outsource servicing; and an IT company may outsource its janitorial services. Outsourcing […]

Cloud Contract Checklist

Cloud Contract Checklist

The cardinal rule is that before you sign a cloud-based outsourcing contract, ensure your contingency and disaster recovery plans are water tight. Mitigating risk is the responsibility of the end user as is extracting value from outsourcing contracts (with or without cloud-based elements). Today, every outsourcing contract must have the following considerations:   Short-term Outsourcing/ […]

Top Five Reasons for IT Directors to Outsource IT Services

Top Five Reasons for IT Directors to Outsource IT Services

Here are five good reasons why you should think about outsourcing your IT services: You could save significant staff costs. Not just on the recruitment and hiring front.  Skilled people with strong application-based credentials don’t come cheap and have long-term costs. Why spend time and money training somebody to support a core business application, only […]

Wearable Technology, Corporate Wellness Programs and the Future of Healthcare

Wearable Technology, Corporate Wellness Programs and the Future of Healthcare

Welcome to the age of the Quantified Self; an era of physical enlightenment, fueled by the onslaught of wearable health monitoring devices. These wristbands, watches and high-tech apparel track everything from footsteps and heart rates to sleep patterns and stress levels—creating biological “selfies,” delivered straight to smartphone on cue. From out of nowhere, wearable fitness […]

Five Change Management “Must Dos” for the Digital Age

Five Change Management “Must Dos” for the Digital Age

Ask any company that’s implemented new technology with less-than-spectacular results what went wrong, and you’ll probably hear the same thing: “We should have spent more time on change management.” Ah, change management—the dental floss of the corporate enterprise. That thing we know we should do but often skip over because we simply don’t want to […]

It’s Time to Get Serious About Protecting Confidential BPS Information

It’s Time to Get Serious About Protecting Confidential BPS Information

The BPS Industry has a long history of exchanging confidential information between clients and providers.  Yet more often than not, parties recognize the confidential nature of the information but do little to safeguard and protect unauthorized disclosure.  Disclosure of this information can have devastating effects on relationships, deals, business and trust.  The time has come […]

How Collaboration Can Increase Enterprise ROI

How Collaboration Can Increase Enterprise ROI

Collaboration is a basic ingredient in helping outsourcing relationships get better. Sourcing buyers often underestimate the effort required for good collaboration. “To use the marriage analogy, your marriage goes sideways if you don’t work on it constantly,” says Peter Bendor-Samuel, CEO of Everest Group. Alastair Mitchell, CEO of Huddle, a corporate collaboration platform, agrees.”All sourcing […]

Running IT at Two Speeds

Running IT at Two Speeds

Imagine this: two trains leaving the station, side by side. One is a freight train, ambling along at a very predictable pace, carefully transporting the raw materials a company needs to conduct basic business. Nothing glamorous, but it gets the job done. The other is a bullet train—sleek, aerodynamically designed, zipping along at high speed; […]

By July 21, 2014 Read More →
Thirteen Things You Need to Know Before You Outsource

Thirteen Things You Need to Know Before You Outsource

While outsourcing is not rocket science, the truth is it is a nuanced science.  Outsourcing models are becoming trickier thanks to technology advances. What hasn’t changed is the difficulty in negotiating your way through an outsourcing contract. There are seemingly innumerable variables to consider and account for. But if you can get the basics right, […]

Ten Key Questions for Developing an Effective Service-Level Agreement

Ten Key Questions for Developing an Effective Service-Level Agreement

Service-level agreements (SLAs) have become a common part of outsourcing, cloud and other managed services agreements.  SLAs can allow customers to: •    Secure commitments to performance as measured against agreed metrics •    Create an incentive for suppliers to consistently meet those commitments, and •    Obtain options to take action to correct deficient performance However, a […]

Is Your Indirect Sourcing Quietly Draining Your Budget?

Is Your Indirect Sourcing Quietly Draining Your Budget?

A debt-laden consumer gets a money makeover from a celebrity financial expert. The first step?  Taking a long, hard look at spending habits to see where all the money is going.  Inevitably, the financial guru zeros in on the little, seemingly innocuous things—the daily trip to the gourmet coffee shop; the five-dollar fast food lunch, […]

Who are the Real Sales Support Leaders in our Industry Today?

Who are the Real Sales Support Leaders in our Industry Today?

Over the years, I have had the privilege of leading and working with some great sales support leaders; the unsung heroes of large outsourcing providers, telecom carriers and consulting firms alike.  Often, these individuals are underappreciated and underpaid, even though they are the glue that holds a services company together throughout each critical stage of a […]

Give Your RFP a Makeover to Improve Results

Give Your RFP a Makeover to Improve Results

The Request for Proposal (RFP) has long been the key tool for IT leaders to ensure they obtain what they deem necessary to solve a specific technical problem or need.  But this traditional approach is looking rather worn and tired, limiting businesses to potential unseen benefits. It’s time to makeover your RFP process. With margin […]

The Three Keys to Driving Down Corporate Telecom Costs

The Three Keys to Driving Down Corporate Telecom Costs

Be honest: when was the last time you tried to do something about your telecom expenses? Although telecom costs are anything but cheap, these expenses are typically one of the most neglected segments of a company’s IT budget. Many CIOs look at these hefty line items as necessary evils, driven by an increased appetite for […]

What Keeps Shared Services Executives Up At Night?

What Keeps Shared Services Executives Up At Night?

What keeps shared services executives up at night? Here’s one example. Your company consolidated all its BPO functions into a shared services center. However, the center outsourced specific pieces of processes that it determined a service provider indeed could do better, faster and cheaper than you could. And then one morning you wake up to […]