Todd Hintze, Principal, Everest Group
Hospitals solved problems by adding complexity to their processes. But a perfect storm of new pressures make simplicity a better solution. The Rx: outsource.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Outsourcing Center has been studying the risks and causes of outsourcing failures. This article presents some of the findings from the Center’s 2004 survey on Leading Causes of Outsourcing Failures. This is the first in a series of five articles and several downloadable research papers on the topic of failure.
Isaac Cheifetz
What should outsourcing executives do to position themselves for career success in outsourcing? An outsourcing executive recruiter shares his list.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Customs compliance today is daunting. Outsourcing gives importers access to technology that automates and integrates the process.
Outsourcing Center, Bruce McCracken, Business Writer
To paraphrase Mark Twain, the demise of ASPs has been greatly exaggerated. They are experiencing a remarkable resurgence, as enterprises small and large embrace their offerings. And one ASP, salesforce.com, just went public with the highest first-day price rise so far this year.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
An executive of Business Engine, a software applications development firm, shares three secrets to successful software development using an Indian provider.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Even though HR is the most mature BPO process, it still has growth momentum, according to a new Conference Board study. The reason: companies want to outsource HR routine transactions so their part of the process can become more strategic. The Accenture-sponsored study points out what still needs fixing.
Outsourcing Center, Kathleen Goolsby, Senior Writer
No other firms have exactly the same residential services model as ServiceMaster, but the company competes with a myriad of local-market, mom-and-pop operations. It’s a highly competitive market that allows almost no tolerance for cost increases – including the 15% yearly rise in the company’s healthcare benefits costs. So ServiceMaster decided in 2003 to change tactics for its employees’ health and welfare benefits administration.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Effective communication is crucial to success in outsourcing, but it seldom happens automatically between two different corporate cultures. This is the story of how Sears and Hewitt Associates established change management techniques to ensure proactive communication, as well as an innovative program for continual process improvement.
Outsourcing Center, Kathleen Goolsby, Senior Writer
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.
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