Research & Insight

Monthly archives: September, 2001

Linking Inbound and Outbound Marketing

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Has this happened to you? You receive a letter in the mail describing a special promotion. You visit the Web site and notice the details are different. You visit the store and no one there knows anything about the vaunted promotion. Frustrated, you call the toll free customer service number and the person who answers the phone is clueless, too.

A New Way to Look at BPO

Michel Janssen, Managing Director, Everest Research Institute

This spring I had lunch with one of our clients, a national retail chain. The chief financial officer, the chief information officer and the executive vice president for human resources (HR) gave me a list of 20 business processes they wanted to shed that weren’t part of their core competency. Read about how they did it.

Getting Started on the Right Foot

Outsourcing Center, Kathleen Goolsby, Senior Writer

Success in an outsourcing relationship must be built on the right foundation, and that happens only when the buyer clearly and objectively describes to the supplier exactly what it wants to buy. That’s what Xcel Energy did when it entered into its successful outsourcing relationship with IBM Global Services.

Back to School

Outsourcing Center, Kathleen Goolsby, Senior Writer

The American School Directory (ASD) is the Internet guide to every public, private and Catholic K-12 school in the United States. Users have access to communication tools, maps, calendars, menus, payment tools, school wish-lists, images of students at work, alumni directories (even for schools that are now closed) and much more. Schools without their own Web sites can adopt the ASD site, and ASD also works hand-in-hand with schools that have their own sites.

Close Encounters of the HR Kind

Outsourcing Center, Kathleen Goolsby, Senior Writer

Public Service Enterprise Group, Inc. (PSEG) is a holding company in the electric and gas business with several affiliate companies in generation and distribution services in 12 countries and in 12 states in the US. Dealing at times with regulation, deregulation and increased competition, this is a company that must set and achieve its goals. One prime target for improvement in the early 1990s focused on human resources.

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