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2004

December

A Balanced Approach to Offshore Outsourcing: Gain Strategic Improvements in Business Performance - This informative white paper from Keane, Inc. discusses leveraging offshore outsourcing to improve business performance. Although the quest for cost savings inspired initial forays into offshore outsourcing, companies are now using offshore delivery to ach... - December 2004

Agile Workforce, Agile Company - A special report from Convergys summarizes the key findings from its exclusive primary research study entitled "Workforce Agility: The New Frontier for Competitive Advantage," conducted by Saratoga/PricewaterhouseCoopers and the University of Michigan. In ... - December 2004

Compliance: Finance's Bridge to the Enterprise - Read this paper from Capgemini to learn how leading CFOs view long term compliance hurdles as a bridge to bring their business together, streamline processes and reduce costs via process improvement, shared services and outsourcing. - December 2004

November

Dangerous Liaisons - The degree to which cultural elements in an outsourcing buyer and service provider's separate cultures are compatible is a primary key to success in outsourcing. The parties' degree of compatibility will enhance (or hinder) their ability to jointly solve p... - November 2004

The Sarbanes-Oxley/Outsourcing Intersection: An Introduction - Companies are now able to determine the cost of complying with the Sarbanes-Oxley Act. What effect will the new law have on outsourcing? Michael Mensik and Robert Garesis of Baker & McKenzie share their insights. - November 2004

Symptoms of Outsourcing Success - Outsourcing Center undertook a study of 237 outsourcing arrangements in the Outsourcing Excellence Awards program during 2002-04 to determine the outstanding aspects of how successful relationships work. The study revealed a set of symptoms, or characteristics, evident in each case where the parties achieved their anticipated (or more) value outcomes. This paper presents the findings on those symptoms of success. (November 2004)

October

Experiences in Multi-Bank Collaboration: The Lessons from Payments - Outsourcing service providers are addressing organizational and technology-based changes in the payment industry. This paper examines true collaboration between banks, who otherwise compete against each other, and the Business Process Utility (BPU). - October 2004

Is Your Outsourcing Two Faced? - In outsourcing arrangements, success in achieving corporate objectives is dependent on people being able to work together for their mutual benefit. That requires communication. This paper reveals findings from Outsourcing Center's comprehensive study on ef... - October 2004

Is Your Resource Commitment to Outsourcing Governance Sufficient? - Determining the Sweet Spot in Level of Effort and Spend - Recent legislation impacting corporate internal oversight and governance, along with media attention on failed outsourcing relationships, has caused a renewed interest in the role and value-producin... - October 2004

September

Risky Business: Are You Taking Unnecessary Chances with Your Outsourcing Investment? - Outsourcing Center conducted a study on risk-mitigation strategies in outsourcing. The study found that many buyers leave themselves wide open to chance. - September 2004

What's Wrong with This Picture?-Is Your Outsourcing Logic Flawed? - An Outsourcing Center study revealed that a significant number of buyers inadvertently use flawed logic in structuring their outsourcing arrangements and, thus, tie their own hands behind their backs in being able to achieve anticipated ROI. - September 2004

August

How Does the Use of a Third-Party Advisor REALLY Impact Outsourcing Arrangements? - Many buyers of outsourcing services have grown skeptical of using third-party advisory services. This paper examined case studies to determine the value outcomes achieved when third-party advisors were involved in structuring an outsourcing arrangement. - August 2004

Missing Link--Study Confirms Failed Outsourcing Arrangements Lack One Crucial Component - Findings from two surveys provide evidence of a link (a structural component necessary for success) that is missing in many outsourcing arrangements. The study clearly found that, without the missing link, the parties are poised for outsourcing failure. Th... - August 2004

Studies Reveal Eight Buyer-Provider Disconnect Areas Likely to Cause Outsourcing Failures - Outsourcing Center conducted a comprehensive study on what causes outsourcing relationships to fail. The study found evidence of several components firmly entrenched as causes of failure. One such component is the multi-faceted difference in opinion of buy... - August 2004

The Trouble with Equity-Stake and Shared-Services-Spinout Models in Outsourcing - How do outsourcing service providers grow their businesses? Do buyers need to understand the providers' strategies? - August 2004

July

Driving High-Performance Outsourcing: Best Practices from the Masters - How do you get the most from your next outsourcing arrangement? One sure way is to borrow best practices from the masters, companies that have been outsourcing successfully for years. A new global survey of companies with deep experience in outsourcing con... - July 2004

May

When Agility Outweighs Efficiency: BPO Viewpoint - Organizational flexibilty and adaptability are becoming more important to corporate success than operational performance and efficiency, according to results from a recent Global Future Forum survey. This paper presents information on creating competitive ... - May 2004

Outsourcing to India: Key Legal and Tax Considerations for U.S. Financial Institutions - Any cross-border outsourcing transaction raises a host of potential legal issues; in addition there is an emerging body of "global sourcing" legislation in the U.S. This paper describes how Baker & McKenzie can assist U.S. financial institutions in ... - May 2004

April

Connecting the Dots from CRM's Promise to Results - The promise of increased revenue, retention and profitability from customer relationship management (CRM) has been elusive to most financial services institutions (FSIs). When and how does CRM achieve successful outcomes? The answer lies in the approach, a... - April 2004

Control: Getting It and Keeping It in BPO - For many executives, the greatest challenge of business process outsourcing (BPO) is not operational but managerial. In our research, based on 30 in-depth interviews with senior executives who steer BPO relationships for their organizations, we make three ... - April 2004

Critical Factors for Successful VoIP Deployment - What is the best approach to deploying IP telephony? What problems will need to be overcome, and how can you ensure ROI? This paper presents a best-practices approach as a result of lessons learned by the early adopters, along with a multidimensional solut... - April 2004

The Fearsome "O" Word - How change management mitigates the risks of employee resistance to outsourcing - Whether the "O" word refers to outsourcing strategies or offshoring tactics, communications surrounding corporate plans and goals require a structured approach to risk management. Underestimating the impact of employee resistance can greatly decrease ROI i... - April 2004

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