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 [...]
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.
Outsourcing Center’s study of 86 relationships participating in the 2007 Outsourcing Excellence Awards program revealed several significant benchmarks. A major finding: buyers felt cultural fit and a partnering relationship approach were a major key to success; they used them as supplier-selection criteria more than in the past decade of the awards relationships.
Bharti Airtel is a fast-growing Indian telco. It felt labor costs in India were too expensive. It wanted to solve customer care issues at the machine. So it offshored its solution–to North America. The Indian company selected Nortel for its call center technology. Together they changed the behavior of a nation.
There are handbooks and summits to help you learn about the Outsourcing Life Cycle. There are consultants who put their knowledge at your disposal to formulate requirements, advise which terms and conditions to include in agreements, and negotiate deals on your behalf. All of which make it straightforward to develop an outsourcing agreement, right? Learn [...]
Despite all of the industry hoopla regarding the growth of life-sciences outsourcing, only a small set of life-sciences organizations truly engage in outsourcing. Traditionally, these companies adopted a contracting model for staff augmentation for their clinical drug testing. Read why they must adopt an outsourcing model to create value.
Is there a better mousetrap to catch your supplier in the maze of service level agreements? Bruce Leshine and Mel Van Howe believe the performance decrements model is a better method because the emphasis is on making sure the supplier corrects problems in a timely manner rather than generating credits that are inconsequential to both parties.
A new study by Oblicore found 59 percent of its respondents do not monitor their SLAs well. Yet 64 percent have added financial penalties if their suppliers do not perform.
A few years ago, the typical 7-Eleven® store had a myriad of electronic devices that were not connected. For example, cash registers were not linked to the fuel pumps, which forced clerks to manually enter fuel sales into the registers, slowing the process and missing impulse sales. The situation prevented 7-Eleven from maximizing its profitability. Nor could the store managers effectively manage inventory; there was no way to know with certainty which items were moving well and which ones were simply taking up space. Shelf space in a small store is at such a premium that allowing five or 10 items to sit unsold for a week affects the bottom line.
Service level agreements (SLA) increase the probability that the operation of your outsourced call center meets your expectationss. Attorneys from Latham & Watkins outline the crucial elements that need to be in those SLAs.
Gateway closed its Ireland office but still had customers in Europe, the Middle East, and Africa. Outsourcing allowed the computer manufacturer to continue to provide top service through the warranty period.
DoubleClick had to pay a large SLA penalty. Here’s what the company did to ensure it didn’t have to pay another.
How does your organization’s outsourcing strategy match with the primary success factors in the world’s most outstanding outsourcing relationships for 2001?
BP’s motivations for outsourcing were classic, and Getronics has surpassed those needs. Even so, the highly effective risk/reward pricing scheme is a powerful influence on the remarkable success of this relationship.
Xdrive: Handling Growth to the X Degree… That need was the origin of Xdrive Inc., a Santa Monica, California company that calls itself a file cabinet in the sky. Users who store files on their X drive can access it from any Web-enabled device, which includes desktops, laptops, personal digital assistants like PalmPilots, WAP-enabled cell phones, and Blackberry pagers. Instead of loading a PC and schlepping it through the airport, users can arrive at your client’s office and call up the entire presentation from their X drive on the client’s computer.
Health plans can get very, very sick if they continually hear the check’s in the mail. Too many experience financial difficulties because they don’t receive timely payments from employers and members. Outsourcing their back office processes is one way they can get paid on time, says Brenda Smoker, vice president of customer support service for Synertech, a health care outsourcing provider in Harrisburg, Pennsylvania.
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