Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
This was one of the first North American offshoring relationships. Nortel outsourced to India in 1991 because it couldn’t find enough employees with the specialized knowledge it needed. At same time, Wipro wanted to expand beyond India. The timing was right for both partners to attempt something new. What’s remarkable: both partners are still happy after 16 years!
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Many companies outsource relocation, a complicated and detail-ridden process, to experts like Prudential Real Estate and Relocation Services. What makes relocations tricky is keeping track of every company’s distinct relocation policy. To cut costs and improve efficiency, Prudential outsourced the process to EMR in India. But first, it had to explain to Indians what relocation was.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Many companies don’t achieve the anticipated outcomes in their outsourcing initiatives because they don’t take the right steps up front. Here’s how the fifth-largest homebuilder in the United States built an outstanding outsourcing relationship that produced the outcomes the client wanted.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Consumer-directed healthcare (CDH) is causing payors to determine how to meet the challenge of adjusting existing technology so it services individual clients, not just groups. Payors have four choices. One of those, a CDH defined-care platform in an outsourced model is finding great success in the marketplace. Here’s why.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Managing the North American marketing-related print collateral needs of Unilever’s 400 brands in more than 100 countries is an enormous task. Outsourcing printing needs is not the same as outsourcing procurement, especially where it may impact creativity in marketing. Unilever turned to a managed-services provider with a collaborative approach. The results have been stellar.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Investing in innovation is critical to business success, especially in highly competitive industries such as the airline industry, which was hit hard with cost constraints after the September 11, 2001 terrorist attacks. Yet, British Midland Airways has been innovating and achieved many firsts in service quality. Outsourcing the highly specialized area of revenue accounting had a major impact on cash flow.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Tibor Beles, VP Sales, Global BPO, heads Oracle’s BPO practice. Read why he thinks HRO buyers will take a more aggressive outsourcing approach in the future, how IT will bring innovation to BPO processes, and why time is so critical to outsourcing transactions.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
As Canada’s central bank, the Bank of Canada works to preserve the value of money by keeping inflation low. It also acts as the government’s fiscal agent. More than 400 employees worked on the retail debt program, consuming 85 percent of the bank’s IT capacity while not a core activity. Outsourcing to EDS was the answer. However, this assignment had some extra requirements.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
The City of Minneapolis and Unisys won the Best First Steps Outsourcing Excellence Awards in 2004. We went back to see how the relationship has progressed. Did outsourcing really help the citizens of Minneapolis?
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