‘Hard’ Market Makes Outsourcing an Easy Decision
Chris Pryer, Business Writer
Insurance companies are expecting a boom in business. Outsourcing will help them meet the increased demand.
Research & Insight
Business Challenge
Customer Satisfaction
IT Contracting With the Financially Challenged Survivors of the New Economy
Daniel Masur, Partner, Mayer, Brown & Platt
We all watched the dotcoms become dot bombs. But you still want to do business with one. Here’s how to structure your contract to lower the risk.
Meet a New BPO Supplier: Compaq
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
IT suppliers are entering the BPO world. Compaq has created an unusual offering melding the two.
Going All the Way
Outsourcing Center, Kathleen Goolsby, Senior Writer
Boeing discovers outsourcing is the Rx for health administration.
Ten Key Questions for Developing Effective Service Level Agreements
Brad L. Peterson, Partner, Mayer Brown LLP
The first and most important step in developing an effective SLA is to ask the right questions. This article will give you those questions and some background on how to choose the right answers.
Value Drivers
John Higgins, Senior Consultant
In difficult economic times, corporations seek to improve their financial performance. One way to do this is to understand value creation. This is a technique that helps companies improve their product quality, financial performance, customer satisfaction or time to market.
When Employee Satisfaction is Key
Outsourcing Center, Kathleen Goolsby, Senior Writer
Deutsche Bank, with commercial banking and investment bank services, aims to be one of the world’s leading investment banks. And it depends on its employees to make that happen. Since it relies on employee competence and commitment to excellence in customer service, Deutsche Bank makes every effort to attract and retain the best talent and to become the employer of choice.
Just What the Doctor Ordered
Outsourcing Center, Kathleen Goolsby, Senior Writer
As healthcare professionals strive to focus on their core competencies and become more efficient and cost-effective, they turn to outsourcing as a solution. Buenaventura Medical Group (BMG), a 50-doctor, multi-specialty group with five locations and 100,000 patients, made that decision five years ago. In efforts to stay ahead of their competition, they realized that printing and mailing their patient statements was sorely in need of process improvement.
Government Call Center Achieves Excellence in Customer Service
Outsourcing Center, Kathleen Goolsby, Senior Writer
A frontline measure of how government meets the needs of its customers is how successful it is in answering its telephones promptly, accurately and courteously – so states the U.S. General Accounting Office (GAO) in its August 2000 report on customer service. The report found that federal agencies need clear goals and committed managers.
The Whole Kit and Caboodle
Outsourcing Center, Kathleen Goolsby, Senior Writer
The Whole Kit and Caboodle – In round figures, the outsourcing contract between the U.S. Treasury and its supplier, Wang Government Services (a Getronics company) will be over $100 million over the life of the ten-year contract. Like the old kit and caboodle American saying, Treasury omitted nothing – it has outsourced the management of its entire infrastructure.