New capabilities, like cloud computing, software-as-a-service, mobile device web access, and data center virtualization and consolidation, are significantly changing both the possibilities and the complexities of outsourcing IT functions. Analysts predict radical change in the shape of IT “factory” functions such as end-user support and help-desk services. However, an Information Week survey notes that almost [...]
After buyers and service providers begin working together, they find aspects about each other and the relationship they hadn’t anticipated and planned for or issues about which they had mistaken assumptions. Outsourcing Center surveyed 64 buyers on what caused those issues and how to successfully address them.
There are always unanticipated challenges in even the most well-thought-out transition. This relationship faced two major ones. First, a software vendor tried to extract $300,000 from Dell Services by forcing it to pay a licensing fee. Then, the global recession changed everything. The successful solutions were a harbinger of good things to come.
The merger of United Airlines and Continental Airlines promises to have far-reaching effects on the travel industry and its stakeholders. It also highlights how M&A events can fundamentally affect the sourcing strategies of buyers and service providers alike. While the new United will face some unique challenges and opportunities, a broad set of principles the [...]
Buyers are sourcing more operations than ever before, so it is increasingly important that they manage outsourcing initiatives to eliminate issues that can diminish their return on investment and extend the intended value of each outsourcing relationship. This paper discusses targeted considerations in outsourcing readiness and supplier due diligence to avoid common outsourcing pitfalls and [...]
For many companies, the discussion about outsourcing is no longer “why” or “what” and has turned to “where.” As BPO options increase worldwide, the service delivery location assessment becomes a major component of the provider selection process. The goal is to identify the location that will yield the maximum strategic benefit – combining the best [...]
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, [...]
Why do outsourcing initiatives fail? I believe poor change management is to blame. Poor change management translates into: Slower speed of adoption Lower ultimate utilization Lower proficiency Together, they all hurt the “return on investment” (ROI) “in an outsourcing effort and are limited to a “past focused” thinking to do the same activities better, cheaper, [...]
A significant trend for outsourcing in 2010 is that business transformation initiatives are on the rise. So are multisourcing environments. This article looks at these and other trends, implications, and recommendations.
Download the free handout from the webinar by Everest Group presented on February 2, 2010.
This article discuss predictions and trends in outsourcing for 2010 through 2015.
This article discuss predictions and trends in outsourcing for 2010 through 2015.
This article discuss predictions and trends in outsourcing for 2010 through 2015.
This article discuss predictions and trends in outsourcing for 2010 through 2015.
This article examines three outsourcing relationships and presents the nuts and bolts that enable collaboration. The three relationships share their keys for successful collaboration from the aspects of service provider selection criteria, aligning interests for the long term, and effective communication.
Twenty years ago, when buyers were entering outsourcing agreements for the first time, it was unusual for an outsourcing agreement to run its full term. Today it’s the norm. Kate Delimitros and Paul Nowacki explain how market maturation and shortened contract length impact deal length.
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