Tag: managing for success

TALX Pre-employment Assessment Slashes Worker’s Comp Claims | Article

TALX Pre-employment Assessment Slashes Worker’s Comp Claims | Article

PDS Technical Services Inc. had a budget line item it was determined to fix: the specialty recruiting firm was paying $3 million a year in workers’ compensation costs. How could it cut that number? PDS, which likes to call itself “a project support company” because the company’s buyers generally hire its technical workers for specific […]

Enterprise Service Transformation: The Holistic Approach that Increases Efficiency, Revenue and Customer Loyalty | Article

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 […]

When Should You Begin to Prepare for the End of an Outsourcing Contract? | Article

When Should You Begin to Prepare for the End of an Outsourcing Contract? | Article

Hint: 12 Months Out is TOO Late When should you start working on your next outsourcing contract? Many organizations do not address the end of a contract until the last year of its term. The notification period in the contract, typically six t-to12 months, usually triggers this discussion. However I believe this is a mistake. […]

The Future-Ready Enterprise: Making Your Run at Tomorrow | White Paper

The Future-Ready Enterprise: Making Your Run at Tomorrow | White Paper

The lack of certainty about the future is prompting businesses to hesitate in making bets on tomorrow. Enterprises that use Analytics and Technology to address business challenges have a tremendous competitive advantage. However, both Analytics and Technology must be used to rigorously re-engineer processes so that the need to address longstanding challenges is eliminated altogether. […]

Sophisticated Outsourcers, Ineffective Change Managers | Article

Sophisticated Outsourcers, Ineffective Change Managers | Article

At the most basic level, the challenge with change management is that everyone knows it’s important, even that it’s make or break to the success of outsourcing engagements, but very few actually know what it is or how to do it. Even the most outsourcing-sophisticated organizations fall short in their change management activities. Sourcing change […]

Part 3: How Outsourcing Buyers Benefit from Working with a Managed Services Provider | Article

Part 3: How Outsourcing Buyers Benefit from Working with a Managed Services Provider | Article

One of the hottest areas of the workforce today is contingent labor. But staffing firms that helped place them got their start more than 70 years ago during World War II. For example, Yoh, a managed services provider (MSP), supplied engineers and drafters to help the war effort, recalls Matt Rivera, director of customer solutions. […]

Award-Winning Outsourcing Relationships — Three Key Ingredients in their “Secret Sauce” | Article

Award-Winning Outsourcing Relationships — Three Key Ingredients in their “Secret Sauce” | Article

Behind each award-winning global outsourcing relationship is a fascinating story of extraordinary people, excellence in service delivery, lots of sweat equity, some painful bumps in the road, a mutual willingness to constructively solve problems, and trust earned. Contracts were awarded as a result of a competitive bid, so they started with a blank recipe card. […]

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 […]

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 […]

Seven Action Areas to Strengthen an Outsourcing Relationship | Article

Seven Action Areas to Strengthen an Outsourcing Relationship | Article

An outsourcing provider’s quality of services and the achievement of the agreed-upon mutually beneficial objectives are essential to success. But there are additional actions that service providers and buyers can take to boost the return on investment and increase the life expectancy of their relationship. To identify these relationship-strengthening actions, Outsourcing Center conducted a survey […]

How to Create a Structure for Collaboration in an Outsourcing Relationship | White Paper

How to Create a Structure for Collaboration in an Outsourcing Relationship | White Paper

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 […]

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, […]

Four Tips for Effective Management of the Outsourcing Transition Phase | Article

Four Tips for Effective Management of the Outsourcing Transition Phase | Article

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 […]

When is an SLA Not Necessary in an Outsourcing Relationship? | Article

When is an SLA Not Necessary in an Outsourcing Relationship? | Article

Service level agreements (SLAs) play two important roles in an outsourcing arrangement. They set the stage for the service provider’s accountability, and they are the major factor in determining the price of the service. The buyer of outsourced services can achieve a comfort level that it’s getting what it pays for if it regularly monitors […]

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 […]

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 […]