Research & Insight

Business Challenge

Business Transformation

Less Haste, More Speed: Improving the ROI on Outsourcing Transactions | Article

Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.

Despite quantum improvements to outsourcing deals and governance over the past 10 to 15 years, when it comes to achieving outsourcing excellence there’s still plenty of opportunity. Part of the challenge is that once the decision is made to outsource or change providers, the clock starts ticking….fast. It takes real discipline to know when to …

Level of Trust Impacts Effectiveness of Outsourcing Communication | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Ask 10 buyers of outsourcing services for their keys to success in communicating with their service providers, and you’ll hear 10 different answers because, of course, the effectiveness of communication depends on the individuals involved. Some will also say it depends on whether they’re communicating about day-to-day operations, conflicts or opportunities. Others will comment that …

Maximizing Healthcare Payment Automation | White Paper

Outsourcing Center, Staff Writer

More than half of the transactions within the US healthcare industry are still paper-based. In addition, there is a processing lag if the payment is paper and the remittance is electronic. Several major challenges plague the healthcare industry’s quest to automate the payments process, and many healthcare providers, billing companies, and banks serving healthcare providers …

Upcoming Changes Point to Need for Buyers of Outsourcing Services to Alter their Way of Thinking | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Outsourcing Center asked leading outsourcing service providers about their predictions as to the biggest changes that will impact outsourcing buyers over the next five years. Their answers clearly point to a need for buyers to alter their thinking about how, when, and why they engage with providers of outsourced services. Extreme performance requires elasticity Joanne …

Eight Biggest Areas of Risk for Buyers of Outsourcing Services | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

New delivery models, new pricing models, service providers’ new marketing strategies, moving up the value chain to intellectual arbitrage, new technologies, real-time customer interaction, globalization, and new standards and regulations – these factors set the stage for risks for buyers of outsourcing services in the next two to five years. (Read Forces of Change Shaping …

Assessing the Coming Impact of Cloud Computing on Outsourced Solutions | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

What will be the speed of adoption of outsourced cloud computing solutions over the next five years? How will the cloud evolve and change outsourcing arrangements? How can buyers of outsourcing services optimize their cloud opportunities and manage the risks? Outsourcing Center interviewed industry executives about developments in outsourced cloud computing solutions. In this article …

Risks and Complexities in Outsourcing Decisions in the Midmarket | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

For the most part, industry experts say the midmarket is poised for significant growth in outsourcing during the next five years. However, some point out that the nature of midsized companies may hinder growth. Outsourcing Center interviewed providers and advisors serving the midmarket regarding upcoming changes in this market and the risks and challenges that …

New Outsourcing Service: Independent Governance of the Relationship | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

At Outsourcing Center, a frequent comment we hear from buyers of outsourcing services is: “If I had it to do all over again, I would put in place a more effective structure for managing the service provider and the relationship.” The problem is significant enough that it spawns many advice-oriented articles with titles such as: …

15 Years Later, the PwC BPO Team Continues to Shape the BPO Market

Joseph Vales, Senior Partner, Vales Consulting Group

When someone writes the definitive book on the growth of the global outsourcing market, there will be a chapter on how the Pricewaterhouse Coopers (PwC) BPO group shaped and drove the BPO marketplace in the late 1990s. Started in 1996, the PwC BPO group grew to $520 million in annual revenue by the end of …

How Outsourcing Transformed a Hotel Operator into a Services Company | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

When this outsourcing relationship started, Grupo Posadas was a hospitality provider in Latin America. Today, it has transformed itself into a services company with multiple revenue streams in a variety of vertical markets. Grupo Posadas formed four new companies based on the platform it created with Oracle On Demand.

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