Tag: Outsourcing Center

Omni-Channel Retailing: The Importance of Seamless Customer Experiences | White Paper

Omni-Channel Retailing: The Importance of Seamless Customer Experiences | White Paper

The customer experience has changed, and this time around, the customer is at the core, driving the change agenda. Customers expect to research, discover and purchase items across multiple channels — websites, brick-and-mortar stores, mobile platforms, direct mail, catalogs, home shopping, gaming and more. The challenge for retailers and service providers is to ensure that […]

Press Release: Alsbridge Spins Off Outsourcing Center LLC

Press Release: Alsbridge Spins Off Outsourcing Center LLC

FOR IMMEDIATE RELEASE DALLAS, TX, May 5, 2014 – Alsbridge, the leading benchmarking, sourcing and transformation advisory firm, will transfer ownership of Outsourcing Center LLC to Alsbridge’s founder Ben Trowbridge. “Under our new strategy and 5-year plan, it makes sense to spin-off the Outsourcing Center media business to operate independently from Alsbridge,” says Derek Toone, […]

Financial Services: Build those mobile apps before customers dial out | Article

Financial Services: Build those mobile apps before customers dial out | Article

Innovation unfolding by way of mobile application usage in the financial sector is not totally unexpected: an increasing number of customers are walking around with smart phones, transacting in virtual worlds, accessing information 24X7, changing market dynamics and providing unlimited opportunities. Time has literally begun to translate into money. ComScore (NASDAQ: SCOR)[i] reported earlier this year […]

Transforming the Way IT Does Business by Creating a Leaner Finance Function | Article

Transforming the Way IT Does Business by Creating a Leaner Finance Function | Article

16th Annual Outsourcing Excellence Awards — Best F&A/Procurement: AstraZeneca and Genpact “We felt we got a win-win when we penned the final contract.” Tony Glynn, senior director of transformation, AstraZeneca   Definition: The service provider worked with the client to improve its F&A and/or procurement process, which then positively impacted the client’s bottom line. Many […]

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 […]

Outsourcing Center Decision Perspectives on Service Provider Selection | White Paper

Outsourcing Center Decision Perspectives on Service Provider Selection | White Paper

A study of 65 buyers in Outsourcing Center’s 2009 Outsourcing Excellence Awards program revealed an important differentiation in service providers’ mindsets and the way they address problems or opportunities. This Decision Perspectives briefing describes the characteristics in both mindsets along with how they differ in handling issues that arise in an outsourcing relationship. This briefing […]

Outsourcing Decision Perspectives: Benchmarking | White Paper

Outsourcing Decision Perspectives: Benchmarking | White Paper

A study of 65 buyers in Outsourcing Center’s 2009 Outsourcing Excellence Awards program revealed an important differentiation in service providers’ mindsets and the way they address problems or opportunities. This Decision Perspectives briefing describes the characteristics in both mindsets along with how they differ in handling issues that arise in an outsourcing relationship. This briefing […]

Best Practices for Risk Mitigation in Outsourcing Transitions | White Paper

Best Practices for Risk Mitigation in Outsourcing Transitions | White Paper

Both phased and big-bang approaches to the outsourcing transition phase have advantages and pitfalls. This fourth paper in Outsourcing Center’s Best Practices Series, based on studies in the Outsourcing Excellence Awards program, discusses key challenges, lessons learned, and best practices for reducing risks in the transition or migration phase.

Study Reveals How Buyers Really Determine Success in Outsourcing Arrangements | White Paper

Study Reveals How Buyers Really Determine Success in Outsourcing Arrangements | White Paper

Outsourcing Center’s 2009 Outsourcing Excellence Awards program studied the characteristics that buyers in the study used to identify/determine the success of their deals. Do they define “success” as attainment of the mutually agreed-upon objectives by the end of the contractual term? Do they define it as only achievement of actual requirements? Do they include in […]

Winning Moves in Structuring and Modifying SLAs in Outsourcing Relationships | White Paper

Winning Moves in Structuring and Modifying SLAs in Outsourcing Relationships | White Paper

Outsourcing Center’s 2009 Outsourcing Excellence Awards program revealed trends in how buyers are structuring and modifying service level agreements (SLAs). This paper presents lessons learned in structuring SLAs and best practices in tying penalties to SLAs. This information is examined in light of two different points in time in an outsourcing relationship: (1) when structuring […]

Four Communication Best Practices Often Overlooked in Outsourcing Relationships | White Paper

Four Communication Best Practices Often Overlooked in Outsourcing Relationships | White Paper

This paper is the first of four 2009 papers in our annual Best Practices series with insights from the Outsourcing Excellence Awards relationships. Outsourcing Center studied the findings relevant to communication problems as related by buyer organizations participating in the 2009 Outsourcing Excellence Awards program. This paper discusses the communication problems they encountered and four […]

Best Practices in Offshore Outsourcing: Strategies for Transition, Attrition, Communication, and Bridging the Cultural Gap | White Paper

Best Practices in Offshore Outsourcing: Strategies for Transition, Attrition, Communication, and Bridging the Cultural Gap | White Paper

Outsourcing Center studied the risk-mitigation efforts of 40 offshore outsourcing relationships participating in the 2007 Outsourcing Excellence Awards program. This paper discusses the best practice strategies customers put in place to ensure greater return on investment by mitigating risks in the areas of transition, workforce attrition, communications, and cultural gaps.

The Great Outsourcing Divide: Where HRO has been challenged, FAO is blossoming | White Paper

The Great Outsourcing Divide: Where HRO has been challenged, FAO is blossoming | White Paper

HRO’s evolution has been more advanced in recent years than FAO, but that is quickly changing. The HRO industry is in a difficult position today, and FAO is booming more than any other BPO process. Here’s what you need to know about the trends in challenges, expectations and increasing value proposition in FAO and why […]

Symptoms of Outsourcing Success | White Paper

Symptoms of Outsourcing Success | White Paper

Outsourcing Center undertook a study of 237 outsourcing arrangements in the Outsourcing Excellence Awards program during 2002-04 to determine the outstanding aspects of how successful relationships work. The study revealed a set of symptoms, or characteristics, evident in each case where the parties achieved their anticipated (or more) value outcomes. This paper presents the findings […]

Dangerous Liaisons | White Paper

Dangerous Liaisons | White Paper

The degree to which cultural elements in an outsourcing buyer and service provider’s separate cultures are compatible is a primary key to success in outsourcing. The parties’ degree of compatibility will enhance (or hinder) their ability to jointly solve problems and jointly adjust to changing pressures in their business environment. This paper presents findings and […]

Is Your Resource Commitment to Outsourcing Governance Sufficient? | White Paper

Is Your Resource Commitment to Outsourcing Governance Sufficient? | White Paper

Determining the Sweet Spot in Level of Effort and Spend – Recent legislation impacting corporate internal oversight and governance, along with media attention on failed outsourcing relationships, has caused a renewed interest in the role and value-producing impact of governance structures in outsourcing arrangements. This paper discusses the appropriate level of spend and effort necessary […]