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Alphabetized: A-G

A

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

Achieve Lowest Total Cost of Ownership with a Unified Global Delivery Model - Learn how you can find and maintain a competitive advantage beyond price by automating document-intensive business processes - such as invoice processing and procurement operations - on behalf of clients with demanding SLAs. - April 2009

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

Ahead of the Curve: The Steps You Need to Take Now - This report outlines the actions companies need to take now, to be in a strong position to meet workforce and productivity requirements when the economy recovers. - June 2009

An Assessment of the Outsourcing Market in the Banking Sector of Japan's Financial Institutions Industry - This study examines outsourcing within Japan's banking industry, probing drivers, current developments and barriers impacting the market. It reveals the market's formidable business challenges as well as an opportunity for outsourcing to tackle the problem... - November 2002

An Assessment on the Future of Captive Shared Services Centers - While a global shared services strategy is a powerful route to cost savings and global reporting consistency, embarking on this strategy as an internal initiative is not the most efficient or cost effective means of achieving a company's vision. - July 2008

Analyzing the Total Cost of a Global Service Desk - Explore the levers and choices surrounding a global service desk and its impact on cost. - June 2009

Are you diluting the value of your outsourced recruitment process? Strategies for delivering on the promise of RPO. - This paper reviews how buyers decide which type of recruitment process solution to implement. - October 2008

Ask Before You Outsource: Ten Critical Questions to Put to Potential Service Providers - Before you hand over sensitive customer data and mission-critical operations to a third party, make sure you ask and know the answers to these ten critical questions. To get the free report that will help you decide which IT Infrastructure Outsourcer is ri... - August 2001

Avoiding the Dark Side of Help Desk Outsourcing: 11 Mistakes Buyers Make in Planning and Negotiating Help Desk Outsourcing Initiatives - November 2009

B

BEAT in ITO - This document is a "Summary of Questions and Answers" from the joint Bernstein and Everest Analysis of Trends (B.E.A.T.) in IT Webinar conducted on February 27, 2007. - May 2007

The benefits of a U.S.-based Order to Cash solution - Clients are looking for on-shore service providers to interact with their clients, drive savings and maintain exceptional customer service. - September 2009

Best Practices Approach to SOA Testing - Many companies only do SOA testing at primitive levels, not testing the different components or services in SOA that must integrate. This insufficient, piecemeal approach to testing can create the risk of costly problems in SOA deployment. This paper descr... - April 2009

Best Practices in Offshore Outsourcing: Strategies for Transition, Attrition, Communication, and Bridging the Cultural Gap - Outsourcing Center studied the risk-mitigation efforts of 40 offshore outsourcing relationships participating in the 2007 Outsourcing Excellence Awards program. This paper discusses the best practice strategies customers put in place to ensure greater retu... - November 2007

Best Practices: Selecting a BPO Service Supplier - In a BPO relationship, a buyer's selection of the right service supplier is critical to their outsourcing return on investment. How should today's C-suite formulate a Business Process Outsourcing (BPO)-readiness strategy? How should they engage the BPO ser... - February 2007

Beyond Labor Arbitrage: Achieving operational excellence through business process outsourcing - Operational excellence is something every business says they want to achieve and every service provider claims to provide. But what is it -- and what should one look for in evaluating a BPO partner? - June 2008

Billing Strategies for Innovative Business Models: How Boring Old Billing Could Be the Competitive Advantage You Never Knew You Had - Billing processes are one of the most underrated competitive assets in business. This paper examines the complex billing requirements of businesses such as e-commerce, information providers, content aggregators, business process outsourcers and more. Self-... - June 2008

Building Your Business Case for Best-Practice IT Services Delivery - When comparing IT service delivery models of in-house, traditional outsourced services, or an on-demand solution, companies often base their decision on a total cost of ownership (TCO) analysis. Smart companies ensure the analysis includes not only the IT cost impacts but also the impacts to the lines of business and does not overlook important, less obvious cost components. This paper discusses TCO components often missed in developing a business case for best-practice delivery of IT services. - July 2009

Buyer-Driven Supplier Consolidation Will Change the ADM Industry - The entry of labor arbitrage into Application Development and Maintenance (ADM) outsourcing led to fast growth for more than a decade. Now large buyers are starting to revaluate their strategies and consolidate multiple relationships into a coherent portfo... - April 2007

C

Change Without Pain - An Alternative Model for Year One of Outsourcing Agreements - Outsourcing transitions are seldom seamless or free of challenges. The six best practice actions in this paper focus on sustainability of the relationship during that tough first year. - February 2002

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

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

Converging on the Future: Viewpoint - Competitors are collaborating in a new outsourcing business model to accelerate transformational change across their industries while improving their business performance and reducing risk. Read what Unisys has to say. - April 2005

Crafting A Better Outsourcing Contract - When a decision is made to outsource, both parties are usually eager to get the outsourcing relationship underway quickly. However, two years down the line, the bloom is off the rose and the participants may find themselves wishing they had planned better.... - August 1998

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

D

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 Dawn of a New Era in HRO: Redefining the HR Outsourcing Provider Role & Relationship - In the new world of HRO, engaging the individual and enabling employees and employers to act with confidence sets the definition for success. - August 2008

Demand Forecasting: Helping Drive Business Results - Inaccurate demand forecasting can increase the risk of missing market opportunities in a competitive, global environment. Learn how advanced forecasting tools along with analytics and processes, can deliver significant business results for global corporati... - September 2009

Desktop Virtualization: 5 Steps to Success. - February 2010

Desktop Virtualization: The Top 5 Reasons CIO's are considering Desktop Virtualization - January 2010

Driving Cost Out of the Learning Organization: Assessing the Enterprise Learning Function - Tasked with cutting costs from the learning function? Learn about a systematic approach using Intrepid's enterprise learning assessment. - October 2008

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

Document Process Management: The Case for an Integrated Lifecycle Approach - January 2010

E

Electronic Health Records and Health Information Exchange: The Rx for an Ailing Healthcare System - With the new administration's focus on improving healthcare, the key question is how to create a system that both reduces costs and improves patient care? Chris Deelsnyder, head of ACS' Government Healthcare, says a technology solution is to create electro... - February 2009

Emergence of the Mid-Market in Business Process Outsourcing - The Business Process Outsourcing (BPO) market continues to be dominated by large-sized buyers, but the mid-market is starting to emerge strongly. This paper discusses: (1) How BPO can provide business value to the mid-market; (2) Why BPO adoption is on the... - January 2007

Enterprise Applications: The Cost of Keeping Current...Or Not - This Analyst Insight investigates the effort associated with major and minor upgrades, as well as the cost of not keeping current. It explores the value added to the business and identifies alternative delivery models to traditional on-premise, self mainte... - May 2009

The Evolving Market of Multi-Process HRO - Tracking the findings from 124 multi-process HRO deals, this paper discusses deal components; changes in pricing models, delivery models, and scope; market segmentation; and other key issues and implications for buyers and suppliers in this evolving market... - August 2006

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

F

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

Fertile Ground for a Common European HR Outsourcing Market - Europe today represents a very different business environment compared to the way it looked even five years ago. This White Paper discusses the key characteristics of the European HRO market, how it has evolved, different buyer segments, the importance of ... - February 2007

Financial Accounting Outsourcing (FAO) Annual Report - January 2007 - Breaking research: Industry Adoption Trends in FAO. - January 2007

The fortune at the bottom of the Fortune... - Today the Fortune 500 FAO market is facing lots of drama. That's why most strategy analysts believe the real fortune and eventual future of FAO lies with working mid-market companies. This Compass paper explains how to operate in the mid-market FAO space: ... - July 2008

A Fresh Look at the Logic of HR Outsourcing - Companies recognize that outsourcing gives them the flexibility to respond rapidly to their own acquisitions, divestitures, and changes in business priorities. So what are the choices companies face in ensuring that HR has the technology to do its job? Thi... - March 2005

Future of the Captive Sourcing Model - Everest Research Institute white paper provides insight on the sustainability of the captive model, evolving stakeholder expectations, and market forces raising concerns today. - December 2007

Futureproofing Oracle Environments - March 2010

G

Gaining Greater Performance and Flexibility from Next Generation IT Outsourcing - This paper addresses the changing attitudes of CIOs with respect to their outsourcing decisions. Cost is still important, but a recent survey finds that CIOs expect business value and quality from trusted outsourcing providers as well. - July 2008

Gain Control of Your Computing Environment - How IT Asset Management Affects the Bottom Line - What are the tactical steps and essential elements involved in an effective program for IT life cycle asset management? This paper examines those guidelines; the trends and business issues driving the proce... - July 2001

Giving the Processes and the Provider Their Due - This paper describes crucial issues and pitfalls within the procurement process and discusses the need for an integrated solution. It explains the benefits of Procurement BPO - the optimal, strategic solution - to this critical business area. - December 2002

The Great Outsourcing Divide: Where HRO has been challenged, FAO is blossoming - HRO's evolution has been more advanced in recent years than FAO, but that is quickly changing. The HRO industry is in a difficult position today, and FAO is booming more than any other BPO process. Here's what you need to know about the trends in challenge... - October 2006

Greening Test Labs - Leveraging WTAS^TM for Green Benefits and Managing Your Test Lab Enviroment Challenges. Until now, many challenges in managing heterogeneous test lab environments could not be overcome with virtualization, due to technology limitations. Companies... - May 2009

Governing Attitudes: 12 Best Practices in Managing Outsourcing Relationships - Without an effective governance module to establish how the parties will work together on an ongoing basis, long-term outsourcing success is a dicey proposition. This paper highlights 12 best practices within the communications component of a governance ag... - May 2002

Grow Revenues from Current Customers: Three Essential Factors to Maximize the Potential of Up-Selling and Cross-Selling - This paper by Convergys explores the use of analytics in improving up-sell and cross-sell effectiveness as well as the elements that make it successful. - September 2005

Get Ready for Learning Outsourcing: HR Outsourcing's Next Wave - Is your company able to optimize talent and tie the development of that talent to overall corporate strategy? If you are not gaining strategic advantage from your learning initiatives, maybe you are ready for learning outsourcing. Download Convergys' POV: ... - July 2005

A Guide for Conducting a Strategic Audit of your Offshore Captive Center: Five Review Criteria and Four Action Steps to Take Now - Expectations for software product development captive centers to deliver cost savings, increased output, and innovation have not been realized causing companies to consider strategic alternatives. Read the full paper from Ness Technologies. - June 2009

A Guide for Establishing Service Level Specifications for Outsourcing Relationships - This paper explains the role of service level specifications and how their components can be constructed to achieve maximum success. This paper is not a step-by-step manual for writing service level specifications, nor does it provide templates. It is a gu... - December 2001

Growing Beyond Illusions: Guidelines for Changing and Improving Outsourcing Relationships - This paper discusses four guidelines to follow in improving an outsourcing relationship. The paper focuses on two case studies where the parties chose to stay involved and focus their efforts on re-designing their relationships. - March 2002

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