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Changes in Outsourcing Will Impact the Way Buyers Make Decisions in 2009
Companies are facing new considerations in their decision making at different points in the life cycle of outsourcing. Pricing models, controllability of offshored work, managing outsourcing relationships, and a new source of value creation will impact decisions in 2009. But the biggest impact on decision making will come from a watershed event regarding platform BPO, which occurred in 2008. Here's what you need to know to be ready for outsourcing decisions in these aspects.
New Impacts on Outsourcing in 2009
New influences on outsourcing in 2009 include such factors as SOA, green IT, and the convergence of technology and business processes. Each will impact the value proposition and decision making. Here are the insights that will help to prepare your company for these impacts.
Why BPO Buyers and Suppliers Changed Their Focus to Automating Their IT Infrastructures: Tibor Beles, VP Sales, Global BPO, Oracle
Oracle's Tibor Beles believes buyers are more interested today about what is under the hood of providers' service offerings. That's why he believes providers are focusing on automating BPO. He also shares ideas about how providers can increase their sustainability.
ENMAX Learns to Operate Successfully in a Deregulated World
The province of Alberta deregulated its retail energy markets in 2001. ENMAX Energy, an energy retailer in Alberta, Canada, faced a dilemma: It had a strong presence in the electricity market but its customers wanted a total energy solution that included natural gas. Outsourcing solved the immediate need to add natural gas to the mix and helped ENMAX grow its business.
Editor's Corner: Dr. Christian Baader, SAP
Dr. Christian Baader, SAP vice president, is one of the architects of SAP’s unique BPO partnering model with service providers. Read why Dr. Baader thinks the BPO market is bipolar, why BPO should become more like automobile manufacturing, and what the movie The Bucket List can teach everyone.
BPO Innovation: It's the Technology, Stupid!
Innovation is outsourcing's new buzz word. However, it's a lot easier to talk about innovation than do it. SAP's Gianni Giacomelli discusses the techniques that work and the traps to avoid.
ACS Helps a Louisiana Agency Weather the Storm
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.
The Impact of Collaboration in BPO for Print Services
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.
Predicting BPO's Future with Oracle's Tibor Beles: 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.
The Coming of Age of Indian BPO Suppliers: If you thought that offshoring to Indian suppliers was largely restricted to IT applications development and maintenance (ADM), think again. Leveraging the success of the offshore delivery model, India-centric BPO suppliers are rapidly gaining a foothold in the offshore BPO market. Researchers at the Everest Research Institute describe the new trend and explain what it means for you.
The Barriers to Entry Are Rising For New FAO Suppliers: As recently as January 2006 the barriers to entry for new Finance and Accounting Outsourcing (FAO) suppliers were low. But that was then and this is now. The BPO industry changes rapidly and windows of opportunity tend to be short lived. According to Paul Nowacki and Saurabh Gupta, the barriers to entry are rising due to four developments.
Yes You Can Predict the Future of BPO: Everest's Predictive Model
Paul Nowacki analyzes the BPO trend line. His findings: GDP growth inversely impacts BPO growth. That means buyers should consider entering the market when the economy is strong to avoid the crowd. Suppliers should focus their business development efforts in the markets with the worst economies.
Editor's Corner: Bernd-Uwe Pagel of SAP: Berndt-Uwe Pagel, Senior Vice President of BPO for SAP, discusses the software company's role in BPO. He explains why IT agendas have to change, standardization is important, and suppliers have to become profitable. And he shares the most important lesson he learned from his dad.
Editor's Corner: Steve Stubitz of HP: Steve Stubitz leads HP's BPO business for the Americas. He explains why the lessons of Jerry McGuire resonate and suppliers need to send the A-team on every transition. Read his take on what's up with BPO.
Achieving the Impossible in 30 Days: Hughes, America's 15th largest ISP, outsourced a call center for inbound direct marketing. Today, half the company's direct sales come from this outsourced relationship. Sales doubled while costs fell 30 percent. ACS turns 14 percent of these calls into sales, up from three percent. Increasing the conversion rate allows Hughes to do more marketing with the same dollars.
Full Service Outsourcing: Outsourcing three or more processes in a single transaction is the fastest growing segment of BPO, according to Michel Janssen and the Everest Research Institute. Janssen and colleagues Joe Fernandes and Kara Wyatt discuss key considerations for buyers trying to decide whether to source individual functions together or separately.
15 Trends That Will Shake Up BPO in 2006
BPO deals will get smaller. Offerings have to be global. The supplier market will continue to contract. Procurement will come of age. Here are 15 trends that will reshape BPO next year.
A Candid Conversation about India, Security, and Price/Earnings Ratios with ACS' Mark King
The Everest Research Institute just released its FAO report. Read how multiple process FAO is experiencing a growth spurt, why offshoring has become an integral part of today's FAO, and how IBM and Accenture have cornered the market.
Full Service BPO Takes a Leasehold in Commercial Real Estate
After it acquired Mailboxes Etc., UPS wanted to expand quickly without diminishing its customer service. It turned to an outsourcer who could handle a variety of processes to open 500 new stores a year. The result: Colliers International was able to open stores in 30 percent less time.
Nicaragua Wants to Become A Nearshore Hot Spot
Many of us remember watching the Iran-Contra hearings on TV. Over 400,000 nationals fled Nicaragua during the civil war; many settled in the US. Today they have returned home with an affinity for America and good English skills. Sounds like a good base for offshoring.
India Sees Performance-Linked Salary Hikes for Outsourcing Staffers in 2005
Employees of India's BPO suppliers enjoyed a 14.5 percent pay hike last year, according to a Hewitt Associates study. And this year will be even better for India's top-performing employees.
Convergys Study: Companies Don't Have Workforce Agility and It's Costing Them Plenty
A Convergys-sponsored study on workforce agility discovered many companies are overspending as much as 10 percent through things like excessive headcount and inappropriate training. And they could add another 10 percent to the bottom line if they hired the right people. Bonnie Tichman explains.
Why Indian Suppliers Are Moving to Tier 2 Cities
Labor pools and infrastructure in India's outsourcing hubs are under increasing pressure, causing suppliers to look at Tier Two cities. They have the talent pool and fewer infrastructural challenges, two benefits that could sway supplier sourcing strategies in the future.
Nearshore? Farshore? Which Shore for CRM?
CRM companies used to make their offshore decisions solely on cost. Today there's a new metric: can the suppliers please picky American customers? Read why Canadian companies are doing a good job.
India Remains Optimistic About Growth, Momentum in 2005
This year the future is so bright the Indian suppliers need to wear shades. NASSCOM estimates the BPO sector alone will grow 40 percent and the IT-enabled services segment 60 percent. Here's why.
How Many IT Jobs Actually Went Offshore? And Where Did They Go? Frost & Sullivan's Study Finds Out
A new Frost & Sullivan report has the answer: Over the last three years the high-cost nations sent 826,540 IT jobs to developing countries, creating an install base of 7,599,540 IT jobs in the developing countries it studied. India got a lion's share of those jobs, but Poland was the fastest-growing offshore location for IT outsourcing. This comprehensive study supplies facts on offshore ITO.
India 2005: Facing the Challenges of Labor Shortage and Rising Wages
New reports clearly indicate that India remains firmly perched at the top of the offshoring industry. But is all well amid all this optimism? We take a look at the challenges that India currently faces in the wake of a price spiral and increased pressure on India's reported shortage of qualified information technology workers. India also faces heightened challenges from new geographies. How will it stay ahead of the pack in 2005?
New Offshore Hot Spots: 2005 and Beyond
The next wave of BPO hot spots could well emerge in 2005 as global corporations rethink their sourcing strategies and look beyond cost as the key driver for outsourcing. Here's our list.
ComputerWire's Annual Outsourcing Report: Contract Value Grew Thanks to Government and Smaller Buyer Contracts
ComputerWire tracks outsourcing deals. Here's the report card for 2004.
What to Expect This Year in the Leading BPO Processes
Here's a sneak peak at new developments in human resources, finance and accounting, customer relationship management, and procurement and global trade management outsourcing. 2005 promises to be a busy year for BPO.
What's New in BPO
BPO providers predict this year business transformation will become more than just talk. And offshoring will expand into new industries and new geographies. Here's a BPO road map for 2005.
The Top 10 Outsourcing Events in 2004 and What They Mean
David Letterman didn't do a Top Ten outsourcing list, so we compiled one for him. Read why the Hewitt/Exult merger, the TXU/Capgemini deal, and EDS' fallen angel status made the list.
Predictions for 2005: Captives the Next Big Story in Offshoring
Peter Bendor-Samuel shares his predictions for outsourcing in 2005. The hot news: the growing importance of captives.
India Responds to Growing Concerns Over Data Security
In the absence of a strong legal framework to address concerns related to data theft and IP protection in India, Indian suppliers are resorting to globally accepted certifications on quality and security. Industry experts, however, believe that certifications alone aren't enough. How will India face the challenge?
How Real Estate Choices Affect Offshoring Decisions
Locations like Brazil and Argentina may compare favorably with current offshoring favorites such as Delhi and Shanghai, a new study by global real estate firm Jones Lang LaSalle found. Read about the up-and-coming offshore locations.
Ninety Percent of Senior Finance Executives Find Outsourcing Successful According to Surveys
More than 90 percent of financial executives labeled their outsourcing successful. But the big surprise was that cost savings are neither the primary motivation to outsource nor the biggest benefit perceived. At the end of the day, it's all about customer satisfaction.
META Predicts Offshoring Will Continue to Grow at 20 Percent Clip Through 2008
The research group predicts the offshore outsourcing market will continue to grow nearly 20 percent annually through 2008. Currently it estimates the total offshore market is greater than $10 billion.
Outsourcing Makes Labor Law Compliance 'No Sweat' for Hanna Andersson
American retailers want to comply with the No Sweat Initiative, which guarantees humane work conditions and forbids children under 15 to work. How do you comply if you import goods from around the world and don't want to visit every factory? Answer: you outsource.
Harnessing the Full Power of Offshore Outsourcing: What Range of Cost Savings Should a Company Expect?
The big lure of offshore is the cost savings it generates. How do you determine the real cost savings possible? Three Everest experts help you do the math.
SG&A Expenses Best Outsourcing Opportunity for Utilities
The recent $3.5 billion transaction between TXU and Capgemini is a poster child for the growth in investor-owned utility outsourcing. Rahul Gujral explains where to look for the best savings opportunities.
Amethyst's Logistics Help Keep Bedford Trucking Along
Bedford Genuine Parts, a popular truck brand in the UK, had to keep track of over 8,000 parts. Outsourcing its logistics reduced inventory and saved money.
Leaping Tall Buildings and Other Heroic Challenges While Achieving Sustainable Savings in Procurement
Adopting an aggressive sourcing strategy wrings out cost initially. But these costs aren't sustainable if you don't change your procurement process. Knut Meyer explains how to permanently fix the problem.
Consortia Buying: A Revolutionary Trend in Outsourcing
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.
Handling an Emergency: Outsourcing Provider Delivers Creative Solutions in Times of Crisis
Neither a banking software glitch nor an international blackout kept Ceridian Canada's payroll customers from receiving their paychecks.
Banks Outsource to Keep Their Global Customers Happy
KeyBank's corporate customers need letters of credit for global trade. But the bank didn't want to make the requisite capital investment. So it outsourced that process to ABN-AMRO, another bank. The happy result: the new services offered by the outsourcer helped KeyBank attract new customers.
Foreign Outsourcing Invigorates US Economy
Daniel Griswold of the Cato Institute debunks offshoring myths using Cato research. He explains the economic benefits of offshoring and puts the job loss issue in perspective.
Like Sitting Ducks--Two Failure-Prone Outsourcing Models
An Outsourcing Center survey found a significant correlation between root causes of failure and two increasingly popular approaches to outsourcing.
$100,000 Fines and Changing Laws Encourage Importers to Outsource Customs Compliance: Part 1: Outsourcing Global Trade Management
Customs compliance today is daunting. Outsourcing gives importers access to technology that automates and integrates the process.
Lou Dobbs: Here's Why You're WRONG!
Lou Dobbs has been one of the staunchest critics of offshore outsourcing. Peter Bendor-Samuel sets the record straight and tells him why he's wrong. (2004)
Healthcare Providers' Perfect Storm and How Outsourcing Can Help Weather the Winds
Hospitals solved problems by adding complexity to their processes. But a perfect storm of new pressures make simplicity a better solution. The Rx: outsource.
Why HRO Is Still Growing and What Needs Fixing
Even though HR is the most mature BPO process, it still has growth momentum, according to a new Conference Board study. The reason: companies want to outsource HR routine transactions so their part of the process can become more strategic. The Accenture-sponsored study points out what still needs fixing.
Reaping What They Sowed in Outsourcing
Effective communication is crucial to success in outsourcing, but it seldom happens automatically between two different corporate cultures. This is the story of how Sears and Hewitt Associates established change management techniques to ensure proactive communication, as well as an innovative program for continual process improvement.
Point of Return: From Good to Great in Outsourcing Value
During the eight-year relationship of Sovereign Bank and its outsourcing service provider, Trammell Crow Company (TCC), the bank grew dramatically from mergers and acquisitions. For TCC, which handles all the bank's real estate services throughout its financial services market (the northeast and mid-Atlantic states in the US), the growth from 130 properties to more than 600 properties required a high level of flexibility and expertise.
Educators Do the Math, and It Adds Up to Outsourcing
The Portland School District learned first hand the difference in outcomes between outsourcing and contracting. Working with its provider, Portland Habitation Center Inc., it made dramatic improvements and demonstrated important life lessons for its students.
Consumer Services Firm Relies on Outsourcing for Critical Internal Services
When ServiceMaster outsourced its benefits administration to Hewitt Associates, it transformed an inefficient process and implemented improvements without a snag. Their success is due to early decisions in provider selection and management plans - best first steps. (2004)
And Then There Were Two
AAA and EDS collaborated on how AAA could increase market share and customer satisfaction, at the same time, allowing EDS to enter a new market. They have leveraged each other's domain expertise and now go to market with a single, seamless solution for some of AAA's customers.
Academic Outsourcing: Major in Financing, Minor in Risk
The University of Florida was managing a retail operation as one of its many businesses.
They partnered with an outsourcing provider, Follett Higher Education Group, who not only has taken them to the next level of services but also provided the capital investment to construct several new campus retail facilities. Together, they brainstormed on several unique collaborative ways to create high-value outcomes through outsourcing.
Aprimo's Marketing Success for Cummins Brings the Customer Back for More
It's budget time. Do you know where your marketing dollars went? Outsourcing helped global manufacturing firm Cummins know exactly how it spent its money.
The Impact of Consolidation in Human Resources Outsourcing
What buyers need to know about the wave of consolidation among HR suppliers.
Why a Silicon Valley Supplier Brought Its Offshore Call Center Home
Here's what went wrong.
The Reach of Risk in Financial Services
Worldwide trends in mitigation of market and operational risks in financial services institutions.
Outsourced Special Investigation Unit Solution for Insurance Fraud
How to handle insurance claims investigation with expertise and cost-effectiveness.
Breathing Life Into Insurance
INSURANCE UPDATE: Business transformation and end-to-end solution for insurance administration, all rolled into one package...plus, best practices in shared services for anchor clients.
Banking Mergers Boost Outsourcing Activity
HOT TOPIC: How outsourcing helps banks in merger mode.
Business Process Outsourcing Under Sarbanes-Oxley: Challenges and Complexities
You've outsourced finance and accounting functions. But the Sarbanes-Oxley Act says management is responsible for the veracity of the numbers. How do both parties stay clear of the dreaded 404 provision, which guarantees three squares at Club Fed? Attorneys Robert Gareis and Michael Mensik of Baker & McKenzie share some thoughts.
HR Outsourcing Becomes a Business
Diana Robinson led AT&T's HR outsourcing effort. Then she joined Aon, the provider of the services she used to buy. She tells what it's like wearing both hats.
How Should HR Departments Gain Access to Technology?
IDC's Marc Pramuk says access to technology is driving HRO. Companies are assembling more comprehensive outsourcing initiatives to get more for their technology dollar.
HRO's Experts Share Best Practice Tips for HR Outsourcing Initiatives
Five HR experts offer their best practice recommendations on implementing an HR outsourcing initiative.
HR Outsourcing: Where It Needs To Go
Gartner says 85 percent of American companies will have outsourced some portion of HR by next year. Here's what's happening in this dynamic sector of BPO.
Required Reading on the Realities of Business Transformational Outsourcing
In part 4 of this four-part series on business transformational outsourcing, we share three essential principles for structuring a BTO relationship for successful outcomes.
Negotiating Residual Information Provisions in IT and BPO Transactions
Outsourcing requires the buyer to share sensitive information with the supplier. How do both parties handle the use of this residual information? Brian Suffredini of Mayer, Brown, Rowe & Maw shares hints to protect both parties and still make the relationship work.
Buyer's Guide to Business Transformational Outsourcing Essentials
Unlike traditional ITO or BPO, achieving business transformational outsourcing goals requires specific relationship and contractual components. In this third article in our BTO thought leadership series, we share information crucial to successful BTO initiatives.
If a Business Process Outsourcer Improves a Function, Is It Business Transformational Outsourcing?
See what industry leaders think in this of four articles on insights for buyers of BTO services.
The Greening of the BTO Environment: Why Buyers Should Be Concerned About What's Happening with Business Transformational Outsourcing
Business transformation outsourcing is the industry's new buzz word. What exactly is it? Through Outsourcing Center's Awards program research, a definitive answer has evolved. First in a four part BTO series.
Can Buyers Live Happily Ever After with a BPO Niche Provider?
Last year the BPO niche provider market was on fire, especially in the small and medium-sized business realm. Consolidation this year will cause some suppliers to disappear but others will do very well sticking to their niche. Read why.
Transaction Engines Started Their Motors in 2003; Will Increase RPMs in 2004
Last year buyers learned first hand how transaction engines saved significant sums, improved processes, and yielded strategic business results. Learn why they are such a powerful tool and what business processes may be next.
2003 Legal Trends Reflect Move into BPO and Offshore
Partners in the Chicago, London, Sydney, and Hong Kong offices of Baker & McKenzie share their observations about trends in their regions and their industries, including their thoughts on offshoring. Is outsourcing the legal department the next BPO process?
Part 2: A Diamond In The Rough: The Four C's of Implementing a Procurement Outsourcing Strategy
Alfonso Montiel of EDS shares practical steps to prepare a procurement outsourcing strategy.
Part 1: A Diamond In The Rough: The Current Economy Encourages A Close Look At Procurement Outsourcing
Procurement outsourcing is a strategic decision requiring serious consideration.
In Part 1 of a three-part series, Tracey Hinkle of EDS discusses the key
points to ponder.
Three Kinds of Savings - Labor Arbitrage: How the Numbers Work
How does labor arbitrage create value? Peter Bendor-Samuel analyzes the numbers and explains the three ways companies can benefit.
When Transaction Engines Aren't the Key to BPO Gains
Transactions engines rev up value in HR outsourcing. Will they work as well with other BPO processes? Peter Bendor-Samuel looks at the workings of transaction engines in the finance and accounting space.
Outsourcing Bears the Freight of Keeping Business Strategies on Track
Successful outcomes from an outsourcing strategy depend on important first steps in the tactical and strategic nature of the arrangement. It also depends on the parties' upfront planning in how to move forward together . . . especially if the transition involves mission-critical functions.
Why Outsourcing Your EDI Initiative is an Effective Strategy
Are you considering how to revamp your supply chain to EDI? Outsourcing this function brings some surprising benefits -- value far beyond the IT infrastructure.
Part 3: What's Driving the Growth of BPO? Examples of Transaction Engines
How do transaction engines really work? Everest's Eric Simonson shares real life examples from human resources, finance and accounting, procurement and insurance to demonstrate their true power.
Full Service HR BPO Has Crossed the Chasm
Full Service HR BPO is becoming a real business trend. Everest's Michel Janssen explains why this is occurring, points out the prominent players and predicts what will happen in 2003.
A Blast from the Past: BPO Drives IT Outsourcing Decisions
BPO is beginning to drive IT outsourcing decisions. Mike Atwood explains
why.
Finance and Accounting BPO Adds Up to Business Transformation
Finance and accounting outsourcing has gone beyond transaction processing to enter the realm of business transformation. Today, chief financial officers require data to help them make better financial decisions.
The Major Event of 2002: The Rise of Credible Service Providers
When 2002 dawned, there was a dearth of credible service providers. Then three different kinds of providers stepped into the breach. The result: broader offerings for today's buyers.
Rapid Growth of eLearning in the BPO Arena Only Scratches the Surface
How do you train 50,000 sales associates in 650 stores? Circuit City plugged into eLearning. The outsourcing initiative increased sales per employee by up to 49 percent and lowered training costs 30 percent.
Part 2: What's Driving the Growth of BPO?: The Emergence of Transaction Engines
BPO's big promise is tied to transaction engines. What are they anyway? Eric Simonson provides a clear definition and explains why they are so powerful.
New Report: Most Small
Businesses Save Significant Sums Through HR Outsourcing
A new study shows 89 percent of buyers using Professional Employer Organizations
reported saving $600 per employee annually, on average. Read how PEOs
are benefiting small to medium-sized businesses.
Florida Makes a Key
Move: Outsourcing HR
Governor Jeb Bush wanted some forward-thinking ideas implemented in
the state's personnel office that the old technology couldn't handle.
After studying the private sector, America's fourth largest state outsourced
its HR to Convergys.
Building a Case for BPO
- Part 3: From the Service Providers' Perspective
Buyers outsource because service providers can supply innovation, top technology and key personnel. But the providers can't supply these without making a profit. Damon Rosenhan explains the economics of a win-win outsourcing deal.
Building a Case for BPO
- Part 2: For Buyers' Eyes Only
Damon Rosenhan of Everest Group tells you everything you wanted to know but didn't know who to ask about
procuring BPO in the brave new world of enterprise outsourcing.
Tips for Outsourcing HR Functions
What's the best way to ensure HR success? A study of Editor's Choice awards
nominees finds outsourcing more than one function generates the highest
success rates.
Calling Canada...A Red Hot Spot Develops for Call Center Outsourcing
The exchange rate is helping Canada become a popular offshore location
for call centers for American buyers.
The IRS Is Watching Filings for Independent Contractors
Sorting out taxation and benefit compliance for contract employees becomes
important because of the large liabilities involved if you make a mistake.
Outsourcing eliminates much back office stress and paperwork for employers.
BPO Experts Comment:
The Conference Board HR Study
BPO suppliers and consultants share their real life experiences in the context of the Conference Board study.
IBM's Purchase of PwC: What
Does It Mean to BPO?
Many of the major IT service providers have entered the BPO market. IBM
stayed on the sidelines. Now that may change with its announcement to
purchase PwC's consulting division.
Getting Ready to Outsource
Proper preparation happens before the outsourcing procurement begins.
Frank Usher discusses five critical steps before the RFP hits the streets.
Building a Case for BPO:
Why haven't companies recognized the value proposition?
Damon Rosenhan says BPO is set "to change the face of business as we know
it." In his view, people are core, not HR administration. And in finance
and accounting, how can balancing the books be a core competency when
the company makes widgets? He begins a three part series called "Building
a Case for BPO."
HR Trends: "Everybody's Doing It"
The Conference Board just completed an extensive study of HR buyers. Great satistics and trenchant observations about what they would do differently next time.
Whatever Happened to Being Self-Sufficient? Reasons to Outsource Mailroom and Copy Services That You May Not Realize
Outsourcing your copy center and mailroom can provide more than cost savings.
Outsource Your HR - Because Running a Business Shouldn't Run You
Small business must have generous benefit packages to keep its talent from jumping ship. After spending 45 percent of its time on HR functions, one small business found outsourcing employee benefits cut costs and provided the services its employees demanded.
Working "Togethr" in a Joint Venture
After a merger, British Aerospace was using 21 different HR systems. Creating a joint venture with a service provider led to the creation of a Web-based "peopleportal," a service it can also sell to other companies.
The Critical Success
Factor of Managing Growth
BP, one of the world's largest companies, considers it a best practice
to outsource as many non-core processes as possible. But outsourcing HR
was considered a crucial component of its organizational transformation.
Here's the story of how a groundbreaking deal successfully achieved objectives.
Finance and Accounting Outsourcing Set To Explode as Stable Service Provider Base Develops
Peter Bendor-Samuel says finance and accounting outsourcing is "exploding."
Read why in our continuing series on "Outsourcing the Enterprise."
Remote Customer Service
Agents Make Call Center A Big Hit With Clients
As a call center service provider, you spend $10,000 training an employee
to handle complicated financial services and insurance calls. How do you
keep them from leaving? ARO found a way to retain these hard-to-find,
licensed employees: let them work at home. This kind of continuity is
exactly what its buyers want.
BPO Marriages: IT, BPO
Suppliers Will Form Alliances
Alliances between traditional IT and BPO providers will produce a new
breed of supplier that can provide a full range of services in the BPO
space.
The Current Challenges
of eProcurement: PwC's Bernadette Margel Discusses the Process
PwC’s BPO group focuses on overcoming the difficulties of eProcurement.
Finance and Accounting Outsourcing:
David Narrow Charts the Future
David Narrow of PwC charts the future of finance and accounting outsourcing.
His "napkin chart" is a road map to the future.
Real Estate Outsourcing
Focuses on Transactions, Not the Transaction: An Interview With Deborah
Kops
Real estate outsourcing focuses on transactions, not the transaction.
21 Percent Worldwide Growth
for BPO
Multimillion dollar deals were the hallmark of 2000. And Rebecca
Scholl, an analyst with Gartner Dataquest believes that trend will continue
in 2001.
ASP Adds BPO Offerings
for Vertical Markets
How BPO is changing the outsourcing landscape.
BPO Expanding the Telecom
Industry
Responding to the need to address changes in the
business environment, Nortel Networks has turned to PricewaterhouseCoopers
(PwC) for business process outsourcing (BPO) services.
Cleaning Up Facilities
Management
FBG Service Corporation provides one-stop shopping
for facility management.
Counting on Communication
Hallmark sought assistance with its retail referral service for the Hallmark
Gold Crown stores, as well as its end consumers.
The E-volution of BPO
Procurement Outsourcing
The Web offers an unparalleled potential
for business procurement buyers.
A Global Objective
- Profitability and Efficiency
Outsourcing helps companies
through uncertain times.
A Healthy Prognosis for
Medical ASPs
A variety of trends have coalesced to create
a surge of interest in ASPs dedicated to health care.
Hearing the Cries For
Help
Filling out an online application or using an electronic
shopping cart can be a daunting experience for the technologically challenged.
Impact on Growth
Our outsourcing relationship with Unisys gave us the competitive edge,
and we are seeing tangible results.
The Importance of
Infrastructure: When Going Down Can Mean Going Under
Internet
businesses depend on their Web sites being available when their customers
are.
Insuring Success
The Coleman Group wants to take the pain out of dealing with insurance
companies by putting their benefits administration on-line.
Jumping Into E-Commerce
With LeapSource
Companies with older, legacy mainframes by
definition have to radically change the way they operate.
Leaping at the Chance
Business process outsourcing is an untapped market that is expected to
grow significantly.
Let Our Sales Force Be
With You
Sales Staffers International assembled an extensive
database of sales professionals nationwide
More Boutique Offerings
Bring Change To Human Relations Outsourcing
Outsourcing helps
companies through uncertain times. See the March issue of Outsourcing
Journal.
The New BPO Mantra: Get In,
Get Out
The Internet is forcing companies to redefine themselves.
Of Equal Stature
Only an outsourcer of equal stature would be able to supply BPAmoco's
needs.
Standardization: Paving
the Way for E-commerce
CEOs know they have to enter the e-commerce
fray on two fronts - client facing and back office support.
Unpacking the New Sales
Force
Technology has changed radically in the last few years.
So have the sales techniques of a successful technology sales force.
A Look at How Amoco Develops
Successful Outsourcing Relationships
Putting together a solid
outsourcing plan that gets results.
Argosy Casinos Hit the
Jackpot
Dale Black of Argosy Casinos discusses the company's
best-in-class relationship with Arthur Andersen.
The Benefits of Best-In-Class
Jim McAloon of Hewitt explains what it means to be a best-in-class provider
and why there will always be a niche for their services.
British Petroleum Keeps
Strategic Focus
A case study of a highly successful and award-winning
BPO relationship.
Business Process Outsourcing:
The Finance and Accounting Process
Why companies are outsourcing
the account and finance function.
Business Process Outsourcing:
Human Resources Solutions
How to meet the demands of shareholders
who want more from HR.
Business Process Outsourcing:
New Model for Global Growth
The advantages of using BPO to
help in global expansion.
Changing Nature of Outsourcing
Fuels Growth
The effects of change on business process outsourcing´s
growth.
Changing the Way the Travel
Industry Does Business
How back office accounting solutions
are effecting the travel industry.
An Electric Relationship
Chip Howden of Southern Company discusses the electric utility holding
company's outsourcing of HR functions.
Extending Australia's Global
Reach by Outsourcing
Roger Fisher of the Australian Department
of Finance and Administration discusses the departments pioneering role
in Australian outsourcing.
The Future of Outsourcing
in the Investment Banking Industry
Jeremy Smith of Deutsche
Bank discusses the European banking industry's plans for post-Y2K.
Identifying Business
Process Outsourcing And When it Emerged
Eric Blantz of Dataquest
defines BPO and discusses when it emerged.
Moving Through Europe With
Dual Force
The formation of an accounting firm and its impact
on Europe.
The Push for Progress
Teaching the private sector a thing or two about BPO.
Renewed Focus on Financial
Performance
How BPO and other types of outsourcing are driving
industry growth.
Solution for Creating
Shareholder Value
The BPO approach seems to be the way of
the future
Unlocking Shareholder
Value from Real Estate
How multinationals are receiving value
from outsourcing their real estate.
The Advantages of Dissatisfaction
Searching for a better way to do business.
BPO: A Change in Philosophy
How marketplace attitude changes have fueled the growth of BPO.
The Coming Wave: ERP Meets
Business Process Outsourcing
The future role of ERP solutions
on business process outsourcing.
How BPO Provides Bottom-Line
Benefits for High Technology Organizations
Exploring the impact
that BPO can have on high-tech companies.
Keeping Relationships
Cordial
How to work towards a shared vision in a BPO relationship.
The Many Flavors of BPO
Taking a look at the many flavors of business process outsourcing.
Negotiating Effective
BPO Contracts
Insight into the critical role of contracts
on a BPO relationship.
New Landmark Survey
Demonstrates Global BPO Growth
A glance at a landmark survey
on BPO shows growth and satisfaction.
The People Perspective
How BPO is changing the outsourcing landscape.
The Rise of Global Business
Process Outsourcing
How BPO can help companies resolve challenges
in the global marketplace.
Successful BPO Contract
Renegotiation
How to satisfactorily renegotiate and restructure
a BPO contract.
Teaming For Success in Business
Process Outsourcing
The multifaceted role of BPO providers
in a complex global market.
Thinking Outside the
Box
Creating a joint venture to get results.
What's In a Name?
BPO has been around long before the acronym, but is now more diverse.
Research: The Best
Policy
Doing the homework and learning the culture of BPO.
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