Benchmarking

Reducing Costs While Improving Patient Safety

Reducing Costs While Improving Patient Safety

How healthcare providers are cutting costs and improving patient care by integrating IMS, Compliance, Business Intelligence and Mobility solutions According to Gartner, the pace and magnitude of IT-enabled changes in the healthcare sector will increase dramatically during this decade. Highly available, aware and responsive infrastructures are fast becoming the focus of CIOs, with attention shifting […]

Navigating Complexity in HR Outsourcing (HRO) Price Benchmarking

Navigating Complexity in HR Outsourcing (HRO) Price Benchmarking

Price benchmarking should be used as a constructive tool  to align the commercials and underlying drivers to market norms. However, if not carried out in a structured and well-thought-out way it can also lead to significant value erosion. This report explains a systematic approach for HRO price benchmarking. It covers:   Typical pricing metrics in […]

By July 7, 2014 Read More →
How a Novel Use of a Fast-Track Benchmark helped Warner Bros. Guide Its BPO Strategy | Article

How a Novel Use of a Fast-Track Benchmark helped Warner Bros. Guide Its BPO Strategy | Article

2013 Outsourcing Excellence Award Winner BEST BENCHMARKING: Warner Bros. Entertainment Inc. and Alsbridge ProBenchmark “Our key stakeholders appreciated getting the information without disrupting their operations.” Jason Barkham, Vice President, Sourcing Management, Business Process Operations and Legal Affairs, Warner Bros. Entertainment Inc. Definition: The service provider helped the client benchmark its current sourcing services and helped […]

What is the Best Way to Benchmark your Data Center and Network Services? | Article

What is the Best Way to Benchmark your Data Center and Network Services? | Article

Data center and network services buyers: What is the best way to benchmark the price of your services? This is not an existential question. Of course you want to make sure you are not paying above market price only two years into your contract. Surprisingly, research has found invoking the contract’s benchmark clause is not […]

Valuing Contract Terms in Outsourcing Contracts | Article

Valuing Contract Terms in Outsourcing Contracts | Article

If you are an outsourcing customer, an outsourcing agreement is like a three-legged stool. Its value depends on what you agree to buy, what you agree to pay and the terms of the contract. Although the agreement and the other contract terms are often extensive, outsourcing customers often underestimate, or even overlook, the value in […]

Monsoon Season for BPO: An Updated Weather Report about Outsourcing’s Near-Term Future | Article

Monsoon Season for BPO: An Updated Weather Report about Outsourcing’s Near-Term Future | Article

During the heat of the August monsoon, I traveled to New Delhi to speak at the NASSCOM BPO Strategy Summit. The sights, smells and intensity of India never cease to amaze and delight me. I speak at conferences all over the world including world-class events hosted by Sourcing Interests Group (SIG) and IAOP. All three […]

Manage Outsourcing Change by Communicating Remorse | Article

Manage Outsourcing Change by Communicating Remorse | Article

Most of us have been down on our knees praying that the relationship does not blow up over an error. Perhaps the cutover was delayed because the provider did not conduct sufficient user acceptance tests, or an employee committed fraud within a client account because controls were inadequate, or the client did not provide the […]

Outsourcing Experts Discuss New Flexible Pricing Models | Article

Outsourcing Experts Discuss New Flexible Pricing Models | Article

Outsourcing Center assembled a panel of industry experts to discuss the changes in outsourcing contracts and pricing models over the next two to five years. Their insights reveal buyers and providers will approach outsourcing initiatives differently than in the past. Q. Outsourcing pricing models and contract vehicles have evolved over the past few years. How […]

When is an SLA Not Necessary in an Outsourcing Relationship? | Article

When is an SLA Not Necessary in an Outsourcing Relationship? | Article

Service level agreements (SLAs) play two important roles in an outsourcing arrangement. They set the stage for the service provider’s accountability, and they are the major factor in determining the price of the service. The buyer of outsourced services can achieve a comfort level that it’s getting what it pays for if it regularly monitors […]

Good Communication, Going the Extra Mile Keeps 11-Year BPO Relationship Strong | Article

Good Communication, Going the Extra Mile Keeps 11-Year BPO Relationship Strong | Article

Read how the parties communicate proactively, honestly, and transparently, enabling them to work collaboratively to resolve issues, take advantage of opportunities, and ensure their interests remain aligned. After 10 years together, the gray line between the two has vanished. Here’s how they communicate.

Outsourcing Decision Perspectives: Benchmarking | White Paper

Outsourcing Decision Perspectives: Benchmarking | White Paper

A study of 65 buyers in Outsourcing Center’s 2009 Outsourcing Excellence Awards program revealed an important differentiation in service providers’ mindsets and the way they address problems or opportunities. This Decision Perspectives briefing describes the characteristics in both mindsets along with how they differ in handling issues that arise in an outsourcing relationship. This briefing […]

How Outsourcing Buyers Benefit from Benchmarking | Article

How Outsourcing Buyers Benefit from Benchmarking | Article

Cost and price. It’s crucial that buyers understand both when it comes to outsourcing. What is the cost of providing business services internally? What elements comprise that cost? What is the price for comparable services from an outsourcing service provider? What cost elements affect the provider’s price? For the service levels it commits to perform, […]

Study Reveals Key Factors in Decisions for Early Renewal of Outsourcing Contracts | Article

Study Reveals Key Factors in Decisions for Early Renewal of Outsourcing Contracts | Article

Why do some buyers decide to renew their outsourcing contracts early before the term expires? Outsourcing Center studied 92 relationships to identify the drivers for early renewals. The study also revealed top qualities of providers appreciated by buyers in early-renewal deals.

Changes in Outsourcing Will Impact the Way Buyers Make Decisions in 2009 | Article

Changes in Outsourcing Will Impact the Way Buyers Make Decisions in 2009 | Article

Companies are facing new considerations in their decision making at different points in the life cycle of outsourcing. Pricing models, controllability of offshored work, managing outsourcing relationships, and a new source of value creation will impact decisions in 2009. But the biggest impact on decision making will come from a watershed event regarding platform BPO, which occurred in 2008. Here’s what you need to know to be ready for outsourcing decisions in these aspects.

Clear-Cut Choice for Comprehensive Back-Office and ITO Solutions in the Mid-market | Article

Clear-Cut Choice for Comprehensive Back-Office and ITO Solutions in the Mid-market | Article

BPOMS, a service provider for mid-market companies, offers tier-one services with a willingness to customize the solution and provide on-demand pricing options.

Editor’s Corner with CompuCom’s John McKenna | Article

Editor’s Corner with CompuCom’s John McKenna | Article

John McKenna is chief strategy and services officer for CompuCom, a $1.7 billion IT service provider. The company currently manages more than 2.3 million seats; its help desk agents answer almost three million calls a year. McKenna discusses how to select an IT provider and create a successful ITO relationship.