Research & Insight

Transition

100 Lessons Learned – Mistakes and Successes of Outsourcing Buyers

Outsourcing Center, Kathleen Goolsby, Senior Writer

As GE’s Jack Welch states, mistakes can often be as good a teacher as success. In studying outsourcing relationships through Outsourcing Center’s annual Outsourcing Excellence Awards program since 1996, Outsourcing Center has aggregated and analyzed the lessons learned – mistakes and successes – by hundreds of buyers and providers of outsourcing services. These lessons learned …

Four Tips for Effective Management of the Outsourcing Transition

Outsourcing Center, Kathleen Goolsby, Senior Writer

The possible perils that can impact the success of an outsourcing relationship‘s transition phase are well known. These days, most buyers are as aware as service providers of the need for a robust governance framework that facilitates the parties’ identification of challenges and working collaboratively to address them quickly. Most have also read tales of …

New Outsourcing Service: Independent Governance of the Relationship

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: …

When is an SLA Not Necessary in an Outsourcing Relationship?

Outsourcing Center, Kathleen Goolsby, Senior Writer

A service level agreement (SLA) plays two important roles in an outsourcing arrangement. It sets the stage for the service provider’s accountability, and it is the major factor in determining the price of the service. The buyer of outsourced services can achieve a comfort level that it’s getting what it pays for if it regularly …

How an Offshoring Relationship Grew from a Low-Cost Provider to Strategic Partner

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Barclays Global Retail Bank wanted to consolidate its Indian suppliers. It bought a 50 percent share in Intelenet Global Services to accomplish that. By the time it sold its share, the two had developed such trust the bank allowed Intelenet to handle some processes end to end. That’s when the strategic value occurred.

How Outsourcing Helped a New Company Deal with a Major Challenge

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Talecris was a spin-out. The new company had a drop-dead date to separate its IT systems from its parent. This was a complex challenge with much risk. Three weeks after the cut-off date, Talecris faced a business challenge that easily could have put it out of business. Together the partners weathered the storm.

How a Well-Planned Outsourcing Transition Weathered a Changing Economy and Vendor Challenges

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

There are always unanticipated challenges in even the most well-thought-out transition. This relationship faced two major ones. First, a software vendor tried to extract $300,000 from Dell Services by forcing it to pay a licensing fee. Then, the global recession changed everything. The successful solutions were a harbinger of good things to come.

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