Outsourcing has attracted a huge amount of attention over the past few years. The basic idea is of course very simple – reap the benefits of having a specialist do the job at a lower cost. However, setting up the right deal can be complex and there is a bewildering array of jargon. As a [...]
Outsourcing provides many benefits, including the realization of improved efficiency, speed and agility to deliver services. Unfortunately, research indicates that the ability to sustain high value realization over the complete life cycle of the outsourcing agreement is a major challenge. This paper discusses how clients and providers can shift their focus in order to minimize [...]
Small and midsized businesses often have the same human resources challenges that much larger companies have. They grow by acquisition and have to standardize their human resources (HR) when they get a new family member. They have to change how they approach HR when they become global enterprises. Outsourcing often provides the answer. But it [...]
Taking a holistic approach to BPO services enables transformation, outcome-based solutions, and ensures a company will be able to support future business changes. This paper explains the change in mindset and approach that needs to occur in order to yield these results. Companies must move beyond a focus on labor arbitrage and the traditional view [...]
In a recent HP survey, almost half of the CEOs and senior business leaders agreed that their corporate IT departments have trouble keeping pace with rapidly changing demands of the business. Further, they stated the bulk of their IT spending is directed to “keeping the lights on.” Most companies find it difficult to redirect resources [...]
More and more companies are adopting new pure-play business intelligence (BI) applications (such as Qlikview, Spotfire, Tableau) that work with ERP platforms rather than opting for bundled solutions of technology giants (IBM, Oracle, SAP) honed from their acquisitions of BI vendors. The emergence of agile, innovative new vendors, together with tough economic conditions has led [...]
Virgin Atlantic, a long-haul airline, is known for thinking outside the box to enhance the in-flight experience. Less known is the way Virgin has applied similar innovation to its behind-the-scenes operations. Offshoring to WNS allowed the airline to consider business streams it had not previously imagined. And the cost differential allowed it to add more people to its call center to provide better service.
After Hurricane Katrina, Touro Infirmary’s IT department had to get the IT infrastructure up and running amid the devastation. Siemens stepped in to help even before the two signed a contract so the hospital could reopen. Today the IT department is working on projects like electronic medical records and computerized physician order entry (CPOE) that would have been impossible before.
From the outset, Microsoft and Accenture implemented several best practices for success in strategic relationships. They included a gain-sharing performance incentives to keep their interests aligned and established performance-based milestones. Microsoft also made sure Accenture had enough funding to make the right decisions to keep the partnership successful.
The worldwide mortgage markets have seen significant change even before today’s credit crunch. Cheltenham & Gloucester (C&G), the mortgage arm of the Lloyds TSB Group, had to change its fundamental business model to compete. Outsourcing and offshoring gave the mortgage operations the remodel it needed.
National Life Group was unhappy with its IT supplier. It did not want to alert this supplier it was shopping, so its new supplier had a difficult time pricing the service since it could do no up-front diligence. Both buyer and supplier were surprised at the magnitude of the surprises. But they worked together through the difficult times, laying the basis for a successful future.
Royal Bank of Canada had more ADM projects than people to meet the expanding list, requiring it to somehow augment its ADM resources. Offshoring was the answer. However, a few areas of the bank had dabbled in offshoring with mixed results. No one shared learnings across the enterprise or coordinated governance or infrastructure. This relationship with iGATE did both and helped the bank grow.
The music industry has changed more in the last two years than the last 20. That made Universal Music question everything about its business, especially since past financial success fostered a culture of focusing on creative flair rather than commercial best practice. Outsourcing its procurement to buyingTeam changed everything…for the better.
The province of Alberta deregulated its retail energy markets in 2001. ENMAX Energy, an energy retailer in Alberta, Canada, faced a dilemma: It had a strong presence in the electricity market but its customers wanted a total energy solution that included natural gas. Outsourcing solved the immediate need to add natural gas to the mix and helped ENMAX grow its business.
When Al Porco became CIO of the Central Brooklyn Family Health Network, the IT department was in need of an overhaul. It didn’t have the tools, infrastructure, or processes to even make a dent. Working with CompuCom, the healthcare facility is now on the cutting edge. This is the story of its metamorphosis.
In 2001, Sabre Holdings evaluated options to reduce its sales and distribution costs. But the company also wanted to minimize the risk of having all its IT knowledge in one region. Its first offshoring relationship was with NIIT. That has been so successful Sabre has since opened its own captive centers in Poland, India, Argentina, and Uruguay. This story relates the benefits of this model.
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