Over the last 20 plus years, I have seen the industry change in waves. The early years were all about EDS, CSC and a reluctant IBM. Those were the days of the big deal cowboys who defined whole segments of the industry. The last 15 years have been mostly about the Indian heritage providers who […]
Despite investments in data warehousing and ERP systems, most organizations struggle to make informed, responsive decisions based on their data. Typically, they lack visibility into their business. They also lack a structured predictive program of business intelligence and analytics that allows them to mitigate business risks and fully utilize the available data and draw insights […]
Why Shell Created an ‘Ecosystem’ of Three Suppliers When It Outsourced its IT Infrastructure | Article
Instead of outsourcing its IT infrastructure to just one supplier that takes care of everything, Shell chose to outsource to best-of-breed suppliers. It created an IT ecosystem designed to encourage three suppliers to work together. Read how they made multi-sourcing a success.
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 […]
Download the handout from the November 6, 2008 webinar by EDS.
What a year! The U.S. economy changed radically. Industry consolidation became the hallmark of the supplier landscape. Here’s what happened, along with some guesses about how these events might impact the industry in the next 12 to 24 months.
As Canada’s central bank, the Bank of Canada works to preserve the value of money by keeping inflation low. It also acts as the government’s fiscal agent. More than 400 employees worked on the retail debt program, consuming 85 percent of the bank’s IT capacity while not a core activity. Outsourcing to EDS was the answer. However, this assignment had some extra requirements.
Historically, 50 percent of ITO deals failed. Hugh McDonald was determined that his bank’s deal with EDS would not be in that category. So he created a governance model, which includes a lifecycle matrix, to guarantee outsourcing success. It worked! Here’s why.
Westpac conducted an analysis that confirmed that most services did not constitute core capability and that long-term capital investment was required. Comparing the cost of outsourcing versus keeping services in-house proved outsourcing was the most strategic solution.
David Letterman didn’t do a Top Ten outsourcing list, so we compiled one for him. Read why the Hewitt/Exult merger, the TXU/Capgemini deal, and EDS’ fallen angel status made the list.
AAA and EDS collaborated on how AAA could increase market share and customer satisfaction, at the same time, allowing EDS to enter a new market. They have leveraged each other’s domain expertise and now go to market with a single, seamless solution for some of AAA’s customers.
The promise of increased revenue, retention and profitability from customer relationship management (CRM) has been elusive to most financial services institutions (FSIs). When and how does CRM achieve successful outcomes? The answer lies in the approach, and that approach involves two major changes for FSIs. This paper discusses FSIs’ unique CRM challenges and an approach […]
Gartner says 85 percent of American companies will have outsourced some portion of HR by next year. Here’s what’s happening in this dynamic sector of BPO.
Five HR experts offer their best practice recommendations on implementing an HR outsourcing initiative.
In part 4 of this four-part series on business transformational outsourcing, we share three essential principles for structuring a BTO relationship for successful outcomes.
Business transformation outsourcing is the industry’s new buzz word. What exactly is it? Senior writer Kathleen Goolsby polled suppliers and has a definitive answer buyers need to know. First in a four part BTO series.