Tag: expectations

Manage Outsourcing Change by Communicating Remorse | Article

Manage Outsourcing Change by Communicating Remorse | Article

Most of us have been down on our knees praying that the relationship does not blow up over an error. Perhaps the cutover was delayed because the provider did not conduct sufficient user acceptance tests, or an employee committed fraud within a client account because controls were inadequate, or the client did not provide the […]

How is Outsourcing Facing Adulthood’s Challenges and Opportunities? – Part 2 | Article

How is Outsourcing Facing Adulthood’s Challenges and Opportunities? – Part 2 | 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 2010. Based in New York City, Idnani focuses on managing […]

Biggest Challenges in Maintaining Superior Service Levels in Outsourcing Relationships | Article

Biggest Challenges in Maintaining Superior Service Levels in Outsourcing Relationships | Article

Outsourcing rookies, of course, face many challenges in achieving their desired return on investment because their deals often lack one or more elements that are foundational to success. And all outsourcing relationships encounter challenges that arise in unanticipated situations. But what about experienced buyers and relationships that are more mature? What issues arise in their […]

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 […]

Servicer Agility in a Competitive Market: Why the Standard Package Puts Your Business at Risk | White Paper

Servicer Agility in a Competitive Market: Why the Standard Package Puts Your Business at Risk | White Paper

Selecting a third-party servicing partner is a critical decision for your company. This is especially true in the lending and insurance industries. CSC’s vice president of Lending Services, John F. Kilgore, has written a series of papers to help get clarity on this difficult choice. The first paper focuses on your servicer’s ability to react […]

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 […]

What Happens When the Outsourcing Business Case Stops Working? | Article

What Happens When the Outsourcing Business Case Stops Working? | Article

Organizations that turn to outsourcing to achieve their business objectives first develop a business case that includes such components as cost savings and avoidance objectives, business value benefits, and risk assessment of potential negative impacts. But what happens when the initial business case stops working because of unanticipated impacts? Both a Deloitte Consulting study and […]

Upcoming Changes Point to Need for Buyers of Outsourcing Services to Alter their Way of Thinking | Article

Upcoming Changes Point to Need for Buyers of Outsourcing Services to Alter their Way of Thinking | Article

Outsourcing Center asked leading outsourcing service providers about their predictions as to the biggest changes that will impact outsourcing buyers over the next five years. Their answers clearly point to a need for buyers to alter their thinking about how, when, and why they engage with providers of outsourced services. Extreme performance requires elasticity Joanne […]

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 […]

Decision-Making Insights for Companies Outsourcing HR Functions | Article

Decision-Making Insights for Companies Outsourcing HR Functions | Article

HR outsourcing went through a shake-out over the past two years due to the continual issues around scope and other challenges that buyers and service providers encountered over the past decade. The dust has settled from the revamping efforts, but there are new challenges on the horizon. Here’s what your company needs to know for […]

Tips for Outsourcing Buyers in Setting Expectations around Future Service | Article

Tips for Outsourcing Buyers in Setting Expectations around Future Service | Article

“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, […]

IT Outsourcing’s 15% Problem: The Need for Outsourcing Governance | White Paper

IT Outsourcing’s 15% Problem: The Need for Outsourcing Governance | White Paper

Data collected by Blazent reveals significant errors in the typical controls used for IT outsourcing governance. The result is expensive manual processes and inaccuracies that lead to time-consuming reconciliation exercises, yield inaccurate data, and are very expensive. Without a trusted baseline, disputes are inevitable, and there is no solid foundation for their resolution. This paper […]

Combating the “Hidden” Costs of Managing Outsourcing | Article

Combating the “Hidden” Costs of Managing Outsourcing | Article

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 […]

Crucial Moments in Outsourcing Relationships | Article

Crucial Moments in Outsourcing Relationships | Article

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.

Good Communication, Going the Extra Mile Keeps 11-Year BPO Relationship Strong | Article

Good Communication, Going the Extra Mile Keeps 11-Year BPO Relationship Strong | Article

Read how the parties communicate proactively, honestly, and transparently, enabling them to work collaboratively to resolve issues, take advantage of opportunities, and ensure their interests remain aligned. After 10 years together, the gray line between the two has vanished. Here’s how they communicate.

Study Shows Outsourcing Best Practices are Changing | Article

Study Shows Outsourcing Best Practices are Changing | Article

In outsourcing, “best practices” are a method, procedure, activity, technique, or process known to produce desired outcomes. Who deems them to be the “best?” Often, it’s an industry or association regulation or recommendation. Sometimes, it’s an expert opinion such as those from an analyst or consulting firm; at other times, it’s a service provider or […]