Tag: best practices
Enterprise Service Transformation: The Holistic Approach that Increases Efficiency, Revenue and Customer Loyalty | Article
Wipro Voice – Enterprise Service Transformation Writwik Nanda, global lead, SAP CRM, Business Transformation Group for Wipro Technologies explains why using consumerization to transform an organization’s service business can increase customer loyalty and turn this support area into a revenue generator, as well. In most companies, the service organization is an island, a self-contained operation separated […]
There’s no shortage of methodologies and advisories on best practices and risk mitigation strategies for the transition phase of outsourcing relationships. Even so, many buyers encounter situations they didn’t foresee when structuring their arrangement, which cause costs to rise and delay time to value. Outsourcing Center studied these types of situations by surveying companies nominated […]
Have a PeopleSoft Upgrade in your Pipeline? If you’re considering upgrading your Oracle application, then this is a session not to be missed. Join Oracle On Demand in a “fire-side” chat with current Oracle On Demand customer HDR, Inc. Hear how they used Oracle On Demand as a best practice to ensure a successful PeopleSoft […]
Outsourcing is no longer a risky undertaking; it’s a mainstream business strategy. However, despite the strong adoption, many outsourcing relationships continue to fail. This white paper takes a look at what drives outsourcing success and presents detailed information about six key success factors. The paper cites findings from studies of such firms as Gartner and […]
Outsourcing Center Selects New Categories for 2011 Outsourcing Excellence Awards — Study Reveals Best Practices and Keys to Success | Article
The Outsourcing Center announced the finalists in the 2011 Outsourcing Excellence Awards last week. The annual awards program, originated in 1997, is recognized worldwide for the insights it yields regarding success drivers and over the years has resulted in a data repository for nearly 900 outsourcing relationships. Included in the repository are the factors that lead to […]
Outsourcing a help desk can appear to be an easy strategy for reducing cost and improving service levels. However, there are significant challenges and pitfalls that can erode the return on investment. The top challenge is partnering with the right vendor. This white paper pinpoints the 11 biggest mistakes that companies make when choosing an […]
Peter Bendor-Samuel, Everest Group CEO, discusses how strategic BPO services can help grow your business even while driving bottom-line savings.
As organizations move up the value chain to achieve more dynamic outcomes and return on investment from outsourcing, the complexities and business criticality of the functions outsourced also increased. Managing through these complexities, achieving business transformation, and identifying and leveraging the “sweet spots” of value require collaboration between the service provider and client organization. An […]
“What was horrible about our outsourcing relationship in the beginning is that our expectations were unclear. That’s a horrible formula for success.” The person stating this assessment described a troubled – but remediated and turned-around – relationship that Outsourcing Center studied in its annual Outsourcing Excellence and Sourcing Awards program. Like the relationship just described, […]
The possible perils that can impact the success of an outsourcing relationship’s transition phase are well known. These days, most buyers are as aware as service providers of the need for a robust governance framework that facilitates the parties’ identification of challenges and working collaboratively to address them quickly. Most have also read tales of […]
Industry media, especially over the past two years, often points out that a significantly high number of outsourcing arrangements do not deliver the promised cost savings due to “hidden” costs associated with managing the relationship. This is especially true, the reports state, in outsourcing relationships with an offshore delivery component, where administrative costs increase due […]
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 […]
Key Moments that Make or Break Outsourcing Relationships – Buyers Behaviors that Impact a Provider’s Delivery of Services | White Paper
In an outsourcing arrangement, decision makers at the buyer’s organization look to maximize the value of their outsourcing investment. They therefore look for a service provider that not only has the requisite process, industry, and technology expertise but one that also can manage to uncertainties and minimize the buyer’s risks, enhance the buyer’s agility, and […]
Flexibility started early. This was a ground-breaking contract in 1999. With no paradigm, it didn’t take long for the two to realize they made a mistake in scope. Flexibility allowed a 180-degree term. Eleven years later the relationship is going strong, thanks to its flexibility.
Talecris was a spin-out. The new company had a drop-dead date to separate its IT systems from its parent. This was a complex challenge with much risk. Three weeks after the cut-off date, Talecris faced a business challenge that easily could have put it out of business. Together the partners weathered the storm.