Tag: continuous improvement

Consero Study Finds Short-Term Goals Often Undermine Long-Term Outsourcing Initiatives

Consero Study Finds Short-Term Goals Often Undermine Long-Term Outsourcing Initiatives

For at least a decade, an outsourcing industry undercurrent has been that companies, wittingly or unwittingly, undermine outsourcing’s long-term value by pursuing short-term savings. A May 2013 survey by Consero Group LLC quantifies that perception. Consero’s “2013 Shared Services & Outsourcing Data Survey: Facts & Analysis” study found a majority of shared services and outsourcing […]

The Next Generation Shared Services through BPO | Article

The Next Generation Shared Services through BPO | Article

Executives are all asking similar questions of their shared service organizations (SSO): “How do I get to the next level of shared services and realize more value?” “How do I change my SSO model to expand services and go global?” “How do I drive continuous process improvement initiatives?” “How do I deal with social media […]

The Importance of Analytics

The Importance of Analytics

Analytics. That is the new buzz word in outsourcing and particularly in workforce management. Managed services providers (MSP) rely on vendor management systems (VMS) to crunch the terabytes of data on a company’s global workforce—where they work, for how long and how much they cost. But is this really helpful? “Absolutely,” says Doug Leeby, president […]

BPO Study’s Surprising Findings on Value and Long-Term Intent in Outsourcing Relationships | Article

BPO Study’s Surprising Findings on Value and Long-Term Intent in Outsourcing Relationships | Article

Buyers of outsourcing services want their service providers to invest in technologies that bring continual improvement to the outsourced processes. Providers want to invest only where it is also beneficial to their margins in the long run. Therein lies a conflict. Are there reliable predictors of a buyer’s intent for a long-term, mutually beneficial relationship […]

How is Outsourcing Facing Adulthood’s Challenges and Opportunities? – Part 1 | Article

How is Outsourcing Facing Adulthood’s Challenges and Opportunities? – Part 1 | Article

Ritesh Idnani is the chief operating officer of Infosys BPO and one of the 15 members of the executive leadership team at the Infosys group of companies. He successfully helped scale Infosys’s BPO business from $43 million in FY 2005 to $427 million in FY 2011. Based in New York City, Idnani focuses on managing […]

Level of Trust Impacts Effectiveness of Outsourcing Communication | Article

Level of Trust Impacts Effectiveness of Outsourcing Communication | Article

Ask 10 buyers of outsourcing services for their keys to success in communicating with their service providers, and you’ll hear 10 different answers because, of course, the effectiveness of communication depends on the individuals involved. Some will also say it depends on whether they’re communicating about day-to-day operations, conflicts or opportunities. Others will comment that […]

Avoiding the Dark Side of Help Desk Outsourcing | White Paper

Avoiding the Dark Side of Help Desk Outsourcing | White Paper

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 […]

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 […]

Six Key Success Factors for Outsourcing | White Paper

Six Key Success Factors for Outsourcing | White Paper

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 […]

Guidelines for Maximizing Your Return on Remote Infrastructure Management Outsourcing (RIMO) | White Paper

Guidelines for Maximizing Your Return on Remote Infrastructure Management Outsourcing (RIMO) | White Paper

Why do some organizations achieve more value from outsourcing than others? The answer to this question – in a RIMO context – is the focus of this white paper. Essentially, the buyer controls the amount of the ROI in a Remote Infrastructure Management Outsourcing (RIMO) arrangement because the buyer’s up-front decisions – before signing a […]

How Outsourcing Helped a Utilities Company Save $16 Million While Lowering Security Risk, Improving Client Satisfaction, and Flexibly Working through an Extremely Challenging Acquisition | Article

How Outsourcing Helped a Utilities Company Save $16 Million While Lowering Security Risk, Improving Client Satisfaction, and Flexibly Working through an Extremely Challenging Acquisition | Article

PSEG wanted to increase value on IT spend and tasked CompuCom with providing end-user support services to more than 11,000 users across 85 locations. They’ve worked flexibly together to ensure their interests remain aligned in developing solutions that increase productivity and decrease down time. Within three years, PSEG realized $16 million in IT services cost savings.

Managing Quality In Customer-Driven Organizations | White Paper

Managing Quality In Customer-Driven Organizations | White Paper

For enterprises that depend on customer relationships to generate sales, better business outcomes and future opportunities, the quality of those relationships is absolutely vital. Proactive organizations are now taking a more expansive and innovative approach to quality management (QM) in contact centers and other customer relationship management (CRM) efforts. By leveraging a broader array of […]

Industrialize Your Applications Delivery to Achieve High Performance | White Paper

Industrialize Your Applications Delivery to Achieve High Performance | White Paper

For CIOs intent on using IT to enable high performance for their organizations, industrializing the way they deliver applications to the business can achieve savings and business results–beyond those associated with low-cost labor through offshoring. This Accenture point of view explores in depth the benefits to industrializing and how leading companies are using it to […]

Ocean Spray Saves $500,000 Annually by Outsourcing Energy Operations and Keeps the Regulators Happy | Article

Ocean Spray Saves $500,000 Annually by Outsourcing Energy Operations and Keeps the Regulators Happy | Article

Ocean Spray was steamed. The steam generators at its New Jersey plant continually lost pressure, which shut down its packaging operations. Outsourcing its energy management allowed the manufacturer to improve reliability and safety while reducing the cost of goods.

Critical Success Factors in Selecting an IT Infrastructure Provider | White Paper

Critical Success Factors in Selecting an IT Infrastructure Provider | White Paper

Considering outsourcing your IT infrastructure? Verizon Business defines measurable business objectives to help recognize the value of outsourcing and the ROI for your enterprise, as well as outlining provider selection criteria.

Editor’s Corner: Berndt-Uwe Pagel of SAP | Article

Editor’s Corner: Berndt-Uwe Pagel of SAP | Article

Berndt-Uwe Pagel, Senior Vice President of BPO for SAP, discusses the software company’s role in BPO. He explains why IT agendas have to change, standardization is important, and suppliers have to become profitable. And he shares the most important lesson he learned from his dad.