Outsourcing Center, Kathleen Goolsby, Senior Writer
How can retailers know how well they are serving the needs of the customers coming to their Web sites? Read about an outsourcing solution that gives retailers in-depth competitive intelligence for their online business.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Four primary areas of risk await buyers of outsourced services in 2006. Industry experts share their recommendations for handling them.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Where will suppliers outsource work in the next couple of years? And why? There are dramatic changes in attitudes toward this decision!
Outsourcing Center, Kathleen Goolsby, Senior Writer
A new buzz surrounds IT outsourcing. Buyers are taking a new tactical approach to ITO. They want technical innovation, worry about security, and are embracing multisourcing. Read what the experts think will happen in 2006.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Concluding our five-part series on what causes outsourcing arrangements to fail, we look at the picture from the opposite corner–the keys to success–with advice from 68 buyers and providers that achieved even more value outcomes and higher ROI than they anticipated at the outset.
Outsourcing Center, Kathleen Goolsby, Senior Writer
In the midst of nationwide high levels of customer dissatisfaction with their utilities companies, one company has a goal to be the best service provider in the US by 2007. They’re well on the way, having exceeded their internal targets for 2003. This is the story of how they did it–by using an outsourced solution to improve employee performance.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Some operating models clash with outsourcing’s ability to achieve objectives. Here’s a different approach, a more holistic model focused on organizational culture and behaviors. CSC is using it and experiencing notable successes!
Outsourcing Center, Kathleen Goolsby, Senior Writer
The consortia buying of business process outsourcing services is about to explode worldwide and will be become a major trend among Global 1000 and mid-market companies.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Voice and data communication–the fourth-largest operating expense for most companies–has historically not been managed in a rational way. But outsourcing solutions are now evolving to a compelling value proposition with a Total communication Management model.
Outsourcing Center, Kathleen Goolsby, Senior Writer
In our study of what makes outsourcing relationships fail, we found executives on both sides of the fence whose corporate scenarios cause them to appear to be taking advantage of each other. This article examines outsourcing’s con games and what the parties need to do to win.
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