Big Data/Analytics

A New Way to Look at BPO | Article

A New Way to Look at BPO | Article

This spring I had lunch with one of our clients, a national retail chain. The chief financial officer, the chief information officer and the executive vice president for human resources (HR) gave me a list of 20 business processes they wanted to shed that weren’t part of their core competency. Read about how they did it.

Getting Started on the Right Foot | Article

Getting Started on the Right Foot | Article

Success in an outsourcing relationship must be built on the right foundation, and that happens only when the buyer clearly and objectively describes to the supplier exactly what it wants to buy. That’s what Xcel Energy did when it entered into its successful outsourcing relationship with IBM Global Services.

Back to School | Article

Back to School | Article

The American School Directory (ASD) is the Internet guide to every public, private and Catholic K-12 school in the United States. Users have access to communication tools, maps, calendars, menus, payment tools, school wish-lists, images of students at work, alumni directories (even for schools that are now closed) and much more. Schools without their own Web sites can adopt the ASD site, and ASD also works hand-in-hand with schools that have their own sites.

Outsourcing Customer Interaction Management | Article

Outsourcing Customer Interaction Management | Article

Before Del Monte Foods decided to outsource its customer interaction management, the company held yearly sales meetings. Representatives received five-inch binders filled with information about products, clients, and company information. The system proved to be very ineffective because it was time consuming, and the information became out of date long before new binders were issued. \x0d\x0aThen Del Monte began using outsourced Marketing and Sales Effectiveness (MSE) tools from Proscape Technologies.

Just What the Doctor Ordered | Article

Just What the Doctor Ordered | Article

As healthcare professionals strive to focus on their core competencies and become more efficient and cost-effective, they turn to outsourcing as a solution. Buenaventura Medical Group (BMG), a 50-doctor, multi-specialty group with five locations and 100,000 patients, made that decision five years ago. In efforts to stay ahead of their competition, they realized that printing and mailing their patient statements was sorely in need of process improvement.

Know Your ABCs | Article

Know Your ABCs | Article

It’s an IT contract negotiator’s dream – to enter talks with detailed cost data about each activity involved in a comprehensive business process outsourcing (BPO) deal. Armed with this cost data, negotiation starts with how the service provider can beat internal costs for performing the process activities, ensuring that the business case proves positive, or at the very least, break even.

Opportunities, Pitfalls in an ASP Contract | Article

Opportunities, Pitfalls in an ASP Contract | Article

Corporations considering outsourcing to an application service provider (ASP) should be cognizant of two key legal issues in the outsourcing contract: performance and liability. They are headline issue because, with an ASP, the customer has less immediate control over the software application, the hardware on which it runs and, importantly, its own data.

From Vision to Victory | Article

From Vision to Victory | Article

From Vision to Victory – In August 1999, Pennsylvania signed an outsourcing agreement with Unisys for the operation of its mainframe and a number of its midrange computer systems. Curt Haines, Director of the Bureau of Consolidated Computer Services in the Governor’s Office of Administration for the Commonwealth, says they selected Unisys because it was clearly a premier company relative to mainframe computers. He points out that IBM is a major subcontractor for Unisys in this outsourcing agreement but that Unisys is the prime vendor and has ultimate responsibility to make sure it works.

Judicial Middle Ground | Article

Judicial Middle Ground | Article

Judicial Middle Ground – A goal to realign resources to be more client-centered led to outsourcing at Justice Canada, the federal Department of Justice that is the attorney general for Canada. Linda Holmes, Director of Informatic Services and Technology Division of the Information Management Branch (IMB) for Justice Canada, says that IMB decided to establish a front office function, where the focus would be on the business of law and how technology can enable the department to do that business better. Budget constraints, however, were no help in establishing this business analyst/architect design function. The solution was to shift employees into this new core area and then outsource the day-to-day operations.

Can One Size Fit All? | Article

Can One Size Fit All? | Article

MERANT ASaP Revolutionizes the ASP Model – MERANT ASaP provides the complex development tools utilized by software developers to create eBusiness applications. Via the Internet, MERANT allows distributed software development teams the ability to share a single, hosted resource that can store software code and track and archive all changes during the development process. And because their tools are Web-enabled, the a in ASaP, according to Keith White, MERANT’s V.P. and general manager of ASP, is a play on words with an emphasis on the speed of delivery, that we’re able to deliver solutions . . . immediately. A sort of ASP ASAP.

Deciding What to Outsource | Article

Deciding What to Outsource | Article

Outsourcing relationships have a better chance for success if they have an internal champion who believes in the cause. Find out what you need to know.

Prepared to Answer | Article

Prepared to Answer | Article

Customer service is a term that rolls easily off the tongue of almost every corporate mogul you hear interviewed or quoted these days. They talk about the fierce competition they face in their chosen industry and that the distinguishing factor that separates the leaders in their field from the also-rans is how they service their customers after the sale. In the remote environment of eCommerce, it can be particularly difficult to maintain a satisfying relationship between the buyer and seller, whether it’s B2C or B2B. This has spawned a whole new generation of companies that specialize in helping other companies manage interaction with their customers over the Internet. Ziptone is such a company.

Real Estate Outsourcing Focuses on Transactions, Not the Transaction | Article

Real Estate Outsourcing Focuses on Transactions, Not the Transaction | Article

An Interview With Deborah Kops – Location, location, location is the number one rule of commercial real estate. For corporations worried about their bottom lines, the cardinal concern for their real estate should be process, process, process.

HR Moves to Self-Serve | Article

HR Moves to Self-Serve | Article

SynHRgy HR Technologies, an HR outsourcing vendor in Houston, Texas, monitored the usage of its 500,000 participants last fall. Sixty-five percent of the enrollees used the Web or its interactive voice response (IVR) system in lieu of talking to a live representative, reports Kraig Koester, Midwest regional director for SynHRgy. He points out the outsourcing vendor’s 35 clients range from high tech companies who couldn’t live without their Palm Pilots to unionized heavy industry whose employees work with their hands not computers.

Five Tips for Vendors | Article

Five Tips for Vendors | Article

George Atis provides some pointers for vendors that should go a long way towards impressing buyers and expediting the closure of a deal.

The Big Picture | Article

The Big Picture | Article

Solutions for Public and Private eMarketplaces “Major multinational companies will buy software solutions,” says James Hatcher, vice president of business development for ECNet. “But when you go to the supplier base, only 10 percent of them will buy software. So what do you do with the rest of the guys? An eMarketplace needs to scale […]