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Alphabetical Listing:2007 US ISV Market Report - The research examines the state of outsourcing in the ISV sector, including when, where and why companies choose to outsource software development as well as to identify best practices that would ease and guide ISVs through various stages of their outsourc... - December 2007 A Higher Calling: Three key trends driving the need for higher value HR. - If HR executives want to play a key role in influencing innovation, productivity, and profitability across the enterprise, it's time to take a strategic approach to human capital that drives real business results. Learn more by downloading this article fro... - May 2007 Achieve Your Revenue Objectives with Inside Sales: How to Manage Multiple Channels to Grow Business Sales - Managers responsible for business-to-business sales tend to put less emphasis on inside sales. But an inside sales force can deliver greater value and higher returns when companies integrate them with the field sales force. The key is carefully segmenting ... - August 2005 Achieving the Holy Grail in Mortgage Process Outsourcing - Learn how to handle current mortgage industry challenges by using a true variable cost structure that improves cost efficiencies, leads to service and quality improvements and can actually increase revenue. - October 2007 Achieving Measurable Value: Optimizing the IT investment and demonstrating value. - Delivering business results is one of the greatest challenges facing IT organizations today. How to demonstrate the value delivered in a way that is convincing to the business can be tricky. Learn how to help your clients create business value, measure per... - December 2006 Achieving world-class business process operations: A comparison of outsourcing and shared services - This document by HP explores several of the key issues and provides a depth of understanding of the trade-offs involved in the Make/Buy decision. - October 2005 Addressing the Challenges in Implementing or Consolidating Portals - This paper discusses key portal challenges that organizations face today, the move toward portal consolidation, and best practice approaches for first-time portal implementations or consolidations. - May 2007 Advancing Healthcare through the Application of Predictive Knowledge Management - Examine how healthcare can proactively support patient-focused care using technology services that enable predictive analysis. - November 2007 An Investor's Guide to BPO Economics - An investor's guide to business process outsourcing (BPO) economics - How to assess technology choices' impact on company value. - November 2007 An Ounce of Prevention: The Importance of Testing - This informative white paper from Keane examines the strategic importance of software testing. To ensure that stable software is operating your business, serving your customers, and supporting your partners, you must make testing an integral part of... - April 2005 Are You Diluting the Value of Your Outsourced Recruitment Process? - TalentTrack conducted a study reviewing achieved results where either an end-to-end or HR staff augmentation Recruitment Process Outsourcing (RPO)solution was delivered over a four-year period. The study delivered a recurring theme and pinpointed a pitfal... - April 2007 Are you getting the most from your purchasing card program? - Learn practical ways to administer your program more cost effectively and efficiently. - April 2006 Avoiding Blind Spots in ERP: Risks and Strategies Mid-size Companies Need to Know - This paper by Infocrossing takes an up-close look at the use of ERP software in mid-size companies, assessing the unique challenges and identifying strategies that enable the desired return on investment (ROI). The paper answers questions mid-size c... - February 2006 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... - December 2004 Benefits Outsourcing and Self-Service for Strategic Advantage - This paper by Employease focuses on strategic benefits outsourcing and self-service for US companies. There remains a mostly untapped opportunity to realize strategic advantage in HRO. We will explore this opportunity through testimonials and case s... - December 2005 Best-of-Breed, Software-on-Demand, and Integrated ERP Suites - What is Best for BPO? - An apples-to-apples comparison across the life of a BPO agreement - Learn more... - December 2007 Best Practices: Integrating a Multishore Strategy into your Global IT Organization - Strategic insights you need today to make your global operations successful. - November 2007 Billing Strategies for Innovative Business Models - Outsourcing companies that manage financial processes as a strategic asset are able to go to market faster and outmaneuver their competition. This white paper by Softrax discusses how to manage billing--and the financial infrastructure--as a strateg... - March 2006 BPO as a business transformation tool - BPO is emerging as a powerful tool to create strategic and tactical change and create value, according to Capgemini - August 2004 BPO Grows Up - The time has come for large organizations to consider HR BPO as a serious strategic alternative. This paper from Hewitt outlines how more organizations turn to HR business process outsourcing to gain critical competitive value and real cost savings. - December 2004 BPO: The Year Ahead- A Perspective on Evolving Worldwide Requirements - A whitepaper based on survey results from Fortune 1000 firms predicts future BPO trends in worldwide customer requirements. - January 2008 Business Collaboration in the Utilities Industry: Creating Relationships to Drive Positive Business Results - Innovative CXOs are evaluating strategies for back office improvement and savings by forming relationships with experienced service providers to realize both immediate and sustained financial, operational and strategic objectives. - September 2005 Business Process Outsourcing: Taking the Lead with IT - Technology plays a crucial role in reaching the strategic objectives of outsourcing. Read how IT can help you reach your business goals. - August 2006 Business Process Outsourcing: The Coming Wave of Consortia Buying - Imagine competitors teaming to form buying consortia to outsource their back-office operations on a combined basis to develop industry systems and solutions for their mutual benefit. This paper discusses the evolution, current early adoption stage, and glo... - September 2004 Business Process Outsourcing: Transform the way you do business - Today, successful companies have to create lean organizations so they can rapidly adapt to new market demands. HP explains how business process outsourcing takes over tactical activities and recurring transactions of processes that don't differentia... - May 2005 A Business Process Outsourcing Case Study - Outsourcing provided by NewlineNoosh Managed Services for Print results in print related savings of more than 17% for Unilever. - June 2006 Business Transformation Portfolio Assessment - Cost pressures on all telecos have become overwhelming. Offshoring has the potential to provide dramatic cost savings. However, the improper use of offshoring can have equally dramatic consequences. Capgemini offers advice. - September 2004 Business Transformation: Proven Success Factors - Some outsourcing relationships achieve a "trusted partner" status, with both parties harvesting continually growing benefits over a long term. This type of relationship is required in business transformational objectives, but it's rare. This paper examines... - September 2004 Business Transformation Utilities: Converging on Tomorrow - Transform your business and industry: Use the combined strength of your competitors to turn common processes into shared infrastructure. Reduce costs. Increase ROI. Set standards, lower capital investments and change the way the game is played. - April 2005 The Call Center Becomes a Revenue Generator - How companies can enhance customer service, develop customer loyalty, and drive additional revenue through the call center channel. - November 2002 The CFO - Moving from back-office to frontline strategy - A case for Finance and Accounting Process Outsourcing by iGATE Global Solutions Ltd. - March 2005 CIO Challenges in Managing a Collaborative Real-Time Enterprise - Today's CIO challenge is to ensure enterprise competitive advantage by leveraging technology investments that enable business growth, as well as improved shareholder value and improved bottom line. CIOs are focusing more than ever on innovation, which nece... - September 2006 The Center of the Customer-Centric Enterprise: How can contact centers help companies build strong, lasting and profitable customer relationships? - This paper by Convergys explores how businesses can boost customer satisfaction and loyalty using practical and cost-effective solutions in their contact center. - April 2006 The CIO Agenda: Taking Care of Business - Learn the 2003 spending plans of IT executives in seven countries; the role of ROI; and the top-of-mind global outsourcing issues. To compare yourself to IT executives, download this thought-provoking survey of IT leaders. - October 2002 Channels to Anywhere: The Supply Chain for Global Talent - Today, global sourcing is largely a U.S.-led phenomenon, with American companies dominating almost three-fourths of the market, but activity in Europe and Asia--led by the United Kingdom and Japan--is increasing. Getting the right talent involves knowing t... - January 2005 Commentaries: Building Trust - Baker & McKenzie decided it was time to publish an article on building trust in the negotiation process. There is nothing new here - just ten simple thoughts were collected from some of their past deal experiences. Many of their thoughts likely apply to al... - July 2005 ComputerWire: IT Services Quarterly Review - This report is based on analysis of ComputerWire's IT Services Contract Database, which is the most comprehensive and up-to-date guide for contracts within the IT services market. The service tracks every new outsourcing, systems integration and consulting... - January 2005 ComputerWire: IT Services Quarterly Review: Q1 2005 - This is the second of ComputerWire's quarterly 'state of the nation' reports on the $600bn IT services sector, covering the first quarter period to March 31, 2005. - April 2005 Computerwire: IT Services Quarterly Report: Q2 2005 - Here is ComputerWire and Everest's report on IT services spending in the second quarter. The report found a sharp fall in overall spending despite an increase in the number of deals. Read what this means in this detailed report. - August 2005 Connecting the Dots: Linking Enterprise Learning to High Performance - Connecting the right dots in the right order will transform your learning department from a cost center to a value-generating one. Learn how. - January 2008 Consumer packaged goods: Enhancing performance through business - Companies stand on the cusp of a growing BPO wave, and companies that do not recognize and act on this enormous potential risk being left behind. Read what HP has to say. - June 2005 Cracking the Code to Check 21 - Read this white paper from Unisys to learn about Cracking the Code for Check 21. Financial institutions that fail to look beyond the short-term compliance requirements and operational cost saving opportunities that Check 21 presents stand to lose op... - January 2005 Critical Success Factors in Selecting an IT Infrastructure Provider - Considering outsourcing your IT infrastructure? Verizon Business defines measurable business objectives to help recognize the value of outsourcing and the ROI for your enterprise, as well as outlining provider selection criteria. - April 2007 Delivering Justice - With an Aging Workforce - Learn how the State of California Judicial Branch addressed maintaining a leadership position even though 75% of its managers and executives will become eligible to retire in the next ten years. - September 2007 Demystifying IT and Business Alignment through Tightly Integrated Process and Tools Model - Download this presentation from HCL and Everest Research Institute. - January 2008 De-Mystifying Sourcing - "In-sourcing", "out-sourcing", "captives", "third-party", "onshore", "near-shore", "offshore", "shared services", "ITO", "BPO" and many other such words and acronyms have crowded the media over the last decade. This paper by Patni explains the sourc... - April 2006 The Deal Zone: Getting Real About IT Outsourcing Agreements - There are handbooks and summits to help you learn about the Outsourcing Life Cycle. There are consultants who put their knowledge at your disposal to formulate requirements, advise which terms and conditions to include in agreements, and negotiate deals on... - April 2007 Enabling High Performance through Outsourcing: Experts Share Lessons Learned - Executives today embrace outsourcing as a mainstream management strategy for achieving performance improvements and productivity gains. Far from a one-shot quick fix or financial trick, outsourcing plays a pivotal role in optimizing business processes, exp... - November 2005 Ensuring ERPs Fully Support the Value of Shared Services - Find out what business leaders should know. - October 2007 Enterprise Email Security: The Strategic Case for Outsourcing - Infocrossing executive briefing. Clearly, for the majority of today's companies, email has become the most essential, most widely used, and most vulnerable strategic business tool. Senior management must rethink its strategy for assuring email secur... - January 2006 The European Directive and Global Data Transfers - The European Commission recently changed the regulatory landscape regarding global personal data transfers. This Baker & McKenzie client alert describes various solutions to meet the new rules. - February 2005 Evolution vs. Revolution: business transformation without the resistance - An outsourcing relationship's success is no longer measured simply in terms of reduced costs. Outsourcing must also deliver operational and business improvements that create opportunity for the client. Read this paper by ACS. - September 2005 Finally, Outsourcing Tackles the Real Value Driver - How companies can transform the way they operate and achieve higher profitability by optimizing the workforce. - November 2002 Finding Safe Hands: Managing risk in offshore outsourcing - Deciding to outsource offshore may seem like a leap of faith. While there is a degree of risk involved, there are, at the same time, wildly differing opinions about the extent and severity of that risk. Download eFunds' point of view on managing the... - April 2006 Five Keys to Unlock the Potential of Technology in BPO - Reducing costs through BPO is not just a negotiation game: sustainable savings are a result of cost-efficient operations. Discover five key aspects of how technology helps. - March 2007 Full Study Results: Outsourcing the Back Office: The Path Toward Sustainable Benefit - This report debunks several myths and shows that outsourcing has become a "ticket" to the fast-changing game of business. - August 2006 The Future of Application Outsourcing - In this issue of Insights by Trigent, we offer two perspectives on how companies will go about outsourcing software services in the years to come. The conclusions: shifts in the economy, in technolgy, and in the IT industry are going to bring... - August 2005 The Future of Healthcare Eligibility Outsourcing - Healthcare Eligibility Outsourcing has reached a new level of respect and necessity among healthcare providers. Read the latest update from NCO Financial Systems, Inc.. - August 2005 Gaining Competitive Advantage through Business Service Management - For service providers. This free whitepaper addresses how providers can increase both margins and customer satisfaction through better management of business and contractual obligations. Prepared for Digital Fuel by Ian Hayes. - October 2005 Getting Full Business Value from HR Outsourcing with Strategies for Retained HR and Change - Recent survey highlights from the most successful HRO initiatives, along with a case study and lessons learned in delivering strategic business value after HRO reshaped the internal HR function. - October 2007 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 Guidelines For IT Management: Planning for Offshore Outsourcing - The appeal of offshore outsourcing will continue to grow for the forseeable future. Read this informative paper by Patni for a hands-on approach to planning and implementing an offshoring strategy. - January 2005 Hello? Is Anyone Listening? Remember Your Customers During Mergers and Acquisitions - The contact center is often caught in the middle during mergers & acquisitions, and many businesses lose customers as a result of poor customer care. If the contact center were involved up front, the organization could prepare for customer management chall... - July 2006 High Performance in Human Resources: Outsourcing gives companies more control (not less) to improve HR and enable high performance - It runs counter to our usual way of thinking: outsourcing operational management of HR processes through outsourcing actually increases your control over those same processes. By outsourcing with the right partner, organizations can not only lower their co... - May 2006 High Performance Outsourcing: Gaining Control through Outsourcing in the Manufacturing and Consumer Industries - The benefits of outsourcing reach far beyond the well-known advantages of reduced costs and increased efficiency. Outsourcing is being embraced for the ability it gives executives to predict business results and support strategic planning. - April 2004 How to Build Your Brand Image and Increase Revenues - How can retailers use the contact center strategically to drive both revenues and brand image? This white paper reveals the answers. - October 2006 How to Kill HRO - What happens if you forget the economics of HR operations, and obliterate standardization? It is becoming increasingly apparent to the general public that the old "lift & shift" approach to Human Resources Outsourcing (HRO) is a perilous game. Read what SA... - April 2007 How to Succeed in Outsourcing Application Development - In this issue of Insights by Trigent, we evaluate various processes employed in establishing an outsourced development function, examine some common misconceptions, and make recommendations for reaching a successful outcome. - February 2005 HP Services Global Service Desk with eSupport - Innovative technology and business processes that transform IT support for your employees - May 2005 The Impact of the Recent L-1 Visa Law Changes on Outsourcing - The new L-1 Visa Reform Act will negatively impact the offshore outsourcing industry and offshore outsourcing customers in the long term. This advisory from Baker & McKenzie offers advice on how to deal with the new rules. - February 2005 The Impact Of Technology On Cost In Business Process Outsourcing - Squeezing a BPO service provider to get the lowest price may not generate sustainable economic value. Leveraging economies of scale, process optimization and accessing labor arbitrage will. This requires joint business and IT capabilities - from both you a... - September 2006 IT Outsourcing 2.0: bridge to the data center of the future - A new approach to the mature, time-honored practice of information technology outsourcing, ITO 2.0 - September 2007 IT Outsourcing Destination: RUSSIA - The White Paper "IT Outsourcing Destination: RUSSIA" opens the Research Series published by RUSSOFT, the nationwide Russia's Trade Association of software development and IT services companies. This paper is intended for software and IT Sourcing dec... - November 2005 Key Challenges in Transitioning BPO Projects - Transition management is a key element of success in outsourcing and is especially critical in BPO where process complexities introduce more risk. This paper focuses on these issues and the findings of a recent survey about four transition challenges and p... - October 2006 Leading-edge Solution Accelerates Business Transformation for Information-Products Companies - History is full of instances where a competitor's innovation disrupted--and even destroyed--a well-established company's core business model. This paper discusses a disruptive business solution offered by Acxiom, which will help information-products... - December 2004 Learning from the Past - Abstract: Ensuring that your internal customers "stay at the center" is key for BPO success. Standardization, integration, and ease of use can get you there. Find out how. - January 2007 Looking to the Outside - This overview brochure focuses on a new part of human capital management. This brochure addresses one of today's technology trends: outsourcing. - August 2006 Making 'Req to Check' a Reality - This white paper examines the relevant challenges, trends, opportunities, services, and related issues that impact the decision to outsource procurement. - July 2003 Manufacturers Seek Resources to Regain World-class Status - Manufacturing companies must grow to remain competitive, yet executives at many large, global companies face obstacles and uncertainty when it comes to product innovation, operational excellence and customer growth and retention - three areas they must imp... - November 2007 Managing Business Services Sourcing for Profitability - Ensure that underlying IT services are aligned with business goals and develop better SLA design and metrics to ensure success in outsourced or in-sourced business services. Prepared for Digital Fuel by Enterprise Management Associates. - September 2005 Managing Outsourced IT with ITIL ITSM - ITSM focuses on delivering and supporting IT services that are appropriate to the business requirements of the organization. This paper highlights the imporantce of ITIL and ITSM standards in managing oursourcing engagements. - August 2007 Managing relationship equilibrium in outsourcing - Relationships between the service provider and the client are key to the success of an outsourcing engagement. Learn how HP uses their governance model along with the Total Customer Experience and Quality Program to engage with their customers to a... - December 2004 Managed Services IT: Helping Caldwell Memorial Hospital become the Hospital of the Future - Small Community Hospital Leverages Managed Services to Bolster IT and Compete with Larger Health Systems - April 2007 Managed Services IT: Providing a Strategic Advantage for Altoona Regional Health System - Siemens Helps Altoona Regional Health System Increase the Value of its IT - April 2007 Managing the Move to an Outsourced Environment - Many problems encountered in outsourcing (disruption, delay, accountability gaps and personnel issues) result from a poorly executed transition. This paper describes HP's comprehensive Transition and Transformation Methodology that makes the move to... - September 2004 Mellon Treasury Insights - SOX and other risk factors have further complicated the already intensive disbursements process. Learn why many companies are seeking outside expertise to improve control over their payments and mitigate risk. - April 2005 Modern Industrialization: Re-defining IT infrastructure to achieve high performance - Where is IT in executive committee strategy discussions today? Is the conversation about total cost of ownership and data center uptimes, or is the focus on how well IT is enabling strategic business expansions, expediting new product rollouts, rapidly int... - October 2007 Moving to ASP.NET: Part 1 - In this issue of Insights by Trigent, we discuss the benefits that companies are seeking to gain in migrating to ASP.NET, and the various approaches they can adopt. - February 2005 The New Global Workforce - Moving Global HR from Cost Center to Competitive Advantage - Millions of dollars in savings are realized each year by companies that outsource HR functions. Download a special report, free from Convergys, and learn how companies can leverage HR outsourcing for a strategically optimized workforce and a more pr... - December 2005 A New Data Management Services Strategy For Supporting CRM Processes - CRM strategies often fail because of difficulties of accessing information in data silos and the impact that an exponential increase in volume of data has on the quality and usability of that data. This paper discusses Acxiom's Customer Information ... - October 2004 The New Industrial Revolution - Successful Automation of Desktop Migration - In this paper, Getronics shows how modern, integrated tools and processes -- when globally supported by an outsourcing partner -- can be used to eliminate the difficulties which historically have made it so tough to get business justification for th... - August 2005 Operational excellence: The new force driving high performance through outsourcing - This paper discusses how operational excellence is essential to driving greater business value through outsourcing. - November 2007 An Ounce of Prevention: The Importance of Testing - This informative white paper from Keane examines the strategic importance of software testing. To ensure that stable software is operating your business, serving your customers, and supporting your partners, you must make testing an integral part of... - April 2005 Outsourcing and procurement mastery: How procurement masters leverage outsourcing on the path to high performance - Ten percent of worldwide companies outperform their peers because they do things differently. Learn how to achieve procurement mastery. - January 2008 Outsourcing Finance and Accounting Leads to High Performance - What constitutes a high-performance finance function? An Accenture-commissioned study demonstrates how outsourcing routine financial transactions makes the process more strategic. - August 2004 Outsourcing Delivers Value Companies Demand - A Capgemini sponsored study of 288 senior finance executives found that 72% of executives in a position to judge the value of their companies' outsourcing efforts say they "met or exceeded" expectations. 73% of survey respondents said they are interested ... - June 2006 Outsourcing for Business Growth - It's no longer a quetion of whether to outsource, but how. This paper shows how to better manage strategic outsourcing partnerships to mitigate potential business risks; determine the right global delivery mix while optimizing your outsourcing workforce an... - August 2007 Outsourcing for Strategic & Tactical Objectives - Though cost saving is one of the most significant benefits that offshore sourcing offers, there are many important strategic benefits that an organization can look forward to when it takes a sourcing decision. This paper by Patni describes the many ... - April 2006 Outsourcing services from HP: Capabilities Guide - This guide outlines how organizations can move quickly into markets with transformational technology provided by HP outsourcing services. - July 2005 Outsourcing to Canada: Legal & Tax Considerations - Is your company interested in offshoring or nearshoring to Canada? Read this new white paper about key legal and tax considerations to think about when contemplating Canada as your next offshoring site. - October 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 People and the Productivity Challenge - This special free report from Convergys HR Services looks at how absence management, learning and wellness programs can help cut costs and drive higher productivity. Increased productivity is vital to companies that compete in a global arena--and to... - September 2005 Profit Recovery and Finance & Accounting Outsourcing - Including profit recovery services in your F&A outsourcing relationship can deliver additional value and, in many instances, offset a large percentage of the costs associated with the transition phase ofoutsourcing. - January 2008 Proven Outcomes - Jefferson Regional Medical Center is delivering medical excellence through a collaborative partnership with Siemens Medical Services. Strategic management of technology targeted system investments and fostered collaboration between clinicians and IT staff ... - August 2006 Quantifying the ROI of Human Capital - Most companies don't treat the billions of dollars spent on workforce programs as investments that affect economic value according to Hewitt. Treating human capital as "invested capital" for financial planning purposes allows for more strategic deci... - April 2005 Recruitment Proccess Outsourcing: Seven Fatal Practices (Why RPO sometimes fails and what makes it successful) - Since 2002, there have been RPO successes but also far too many deals that didn't achieve the anticipated ROI. This paper discusses healthcare institutions' internal practices that will cause an RPO relationship to fail to achieve ROI and hinder hiring the... - September 2006 Reducing costs and enhancing flexibility in the adaptive enterprise through outsourcing - Justifying the business value of IT expenditures is a fact of life for C-level executives today according to HP. Although not all value add can be calculated in dollars and cents, CIOs, CFOs, and CEOs are looking for hard data on return on assets, I... - November 2004 Reduce risk and improve productivity through efficient record-keeping - The term "records management" use to suggest a world of dusty filing cabinets. However, the rapid growth of information used to transact business and the increase in both public and private sector regulation are creating an urgent need for a structured app... - April 2006 Refining IT at Sunoco: A Case Study in Multi-Sourcing - Does your outsourcing strategy hold water? Or, are you facing the same issues confronting many IT organizations today? Read about what many experts have deemed a best practice: an effective infrastructure management model that enables, supports and contr... - September 2005 Refining IT Through Outsourcing - Free Workbook & Complimentary Book - Tim Murtha, former CIO of Sunoco shares his 40 years of experience in Information Technology and outsourcing in a new workbook. This workbook is complementary to Refining IT at Sunoco: A Practical Guide to an Effective Infrastructure Management Model that ... - June 2006 Retailers Leveraging Outsourcing to Drive Value - An NCO Customer Management, Inc. case study. Retailers have expanded their operations well beyond their traditional, brick-and-mortar businesses. Today's customers demand the ability to research and purchase products online. As such, the call center... - January 2006 The Rise of Progressive Sourcing - Identify which IT and technology-intensive business processes you should insource, and which should be outsourced. Align your sourcing strategy and management practices to boost productivity and business performance without increasing costs. - January 2007 The road to agility: achieving an Adaptive Enterprise through outsourcing - This white paper by HP describes a strategy that helps enterprises successfully align their IT capabilities with the needs of their business. - June 2005 Sales Readiness Through Learning - Fast-changing technologies. Growing volumes of information to process. Rising customer expectations. How can a salesperson begin to compete in this complex, competitive age? New learning tools may provide the answer. Read this paper from Convergys h... - November 2005 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 Securing Sensitive Data in Outsourced Environments - CIGNA needed a strong, flexible information protection and data privacy solution to support the company's growing outsourcing initiatives, protect in-house applications and achieve HIPAA compliance. Read how Verdasys filled this gap... - September 2005
SLA Management for Utility-Based Computing: A Case Study - This paper by examines challenges for offering services on a utility-based computing basis and looks at a case study of a service provider that was able to efficiently measure and report on services quality and costs with the Digital Fuel's SLA mana... - January 2006 Smarter Sourcing: Measuring and Communicating the Success of Sourcing Relationships - Traditional Service Level Agreements offer tangible measurements of the operational value and financial merits of a sourcing relationship. But what about the less obvious gauges of business value? Learn more about Balanced Scorecard, Six Sigma, Total Quali... - February 2007 Sourcing Management with Oblicore GuaranteeTM - Move from ad-hoc, vendor management to a structured "sourcing management" strategy. Download the white paper by Oblicore, the leading provider of Service Delivery Management software. - January 2007 Speech Applications and Security - Costs for organizations that must deal with a security breach of any kind can be devastating, but the requirements necessary to implement and maintain a secure speech installation is new ground for virtually any IT organization. Convergys has proven techni... - August 2006 Standardization Versus Personalization in HRO - Your business is unique - but not all of your outsourced HR may need to be. Standardization in HRO is often perceived as unnecessary pain. But by building extensive uniqueness in their HRO contract, many organizations involuntarily miss out on substantial ... - October 2006 A stepwise approach to outsourcing revenue cycle - Healthcare organizations are discovering they have to focus on their core mission to stay healthy in today's competitive environment. CapGemini explains how an outsourcer who combines business process expertise with a deep understanding of healthcare issue... - August 2004 Sub 1% Finance & Accounting - A well-run finance and accounting operation should run below 1 percent of revenue. However, many companies are spending more because of using legacy systems and processing routine transactions that do not add value. Capgemini explains how outsourcing this ... - August 2004 Successful Wireless Outsourcing Requires Talent and Technology - The wireless telecommunications market is going through an intense transition period according to NCO Group Inc.. The industry is being reshaped through several changes, including a rising saturation rate, regulatory developments, mergers between le... - October 2005 Take My Back Office -- Please! - The word may be relatively new but the concept is not: "Outsourcing" has been around since corporations first contracted with other companies to pitch their trash and dish out the hash at the company cafeteria. -- From Take My Back Office...Please - August 2000 Technologies Driving Improved Contact Center Performance - Customer contact centers are continuously challenged to improve and expand interaction with customers in a cost-effective manner. With the current focus on improving the customer experience and the business process, it's clear the next generation of contac... - October 2005 Technology in BPO RFP's - Best Practice Examples - The importance of IT within BPO is substantial, but often difficult to articulate in RFPs. BPO RFP documents should include sections with explicit, IT-related requirements. In this document, SAP has compiled best practice examples on how the related requir... - August 2006 Transaction-based Pricing Model for Outsourcing: Why and When - In this paper by iGATE Global Solutions Ltd., we review the characteristics of a transaction-based pricing model for outsourcing (TMO). - September 2005 Transformational Offshoring: Why and How? - This Paper by Patni discusses some of the biggest challenges faced by organizations in aligning their applications to the business. The role of an offshore strategy in transforming those applications so as to align them with their business while the... - February 2006 Trend Report: Challenges in Adopting Service-Oriented Architecture - Currently the market reflects four segments in the way companies prioritize their point of adoption of Service-Oriented Architecture (SOA). This paper discusses the challenges of SOA adoption and steps to establish a foundation for successfully achieving t... - August 2007 Trend Report: The Hybrid Model--Solution for Challenges in Managing an Offshore Captive Center - This paper discusses four key challenges and best practices in managing an offshore captive center, along with the trend of using a hybrid model (part captive, part outsourcing) as the solution. - July 2006 Trend Report: Key Challenges in Implementing an Enterprise Master Data Management Program - Managing master data is becoming a priority with organizations focusing on implementing a Master Data Management (MDM) program on an enterprise-wide level. Many organizations encounter significant challenges in implementing MDM programs. This paper discuss... - January 2007 Trend Report: New Strategies for Outsourced R&D - A recent survey conducted by Outsourcing Center and sponsored by Wipro Technologies revealed a trend and shift in motivations for outsourcing R&D processes to an offshore service provider. This paper looks at the changing drivers as well as the evolving ou... - May 2006 Two-in-a-Box Model Creates a Global Services Delivery Edge - How a tightly aligned relationship architecture leads to better partnerships and delivers more outsourcing value. - January 2008
Using Predictive Analytics to Drive Customer Value - There are several techniques for customer analytics according to NCO Customer Management, Inc.. When data is complex and highly dimensional, and the process that gives rise to the data is not well understood, machine learning techniques generally pr... - March 2006 Utility Computing: The current and future business reality - This paper, sponsored by ACS, discusses the emerging and viable set of capabilities that Utility Computing is offering now and the direction it is heading. - November 2004 Value Proposition of Next-Generation Remote IT Infrastructure Management Services - This paper discusses key issues of remote infrastructure management as well as elements of the value proposition in next-generation models. It also provides decision-making recommendations on provider-selection criteria and several scenarios considered as ... - March 2007 The Strategy Infrastructure Connection for the Chicago Park District. - The Chicago Park District teamed up with Unisys to help guide its future evolution. The Chicago Park District successfully leveraged technology to bring value to the day-to-day operations requires a comprehensive technology solution offering increased avai... - January 2007 Visible Breakthrough: The Strategy Infrastructure Connection for the City of Charlotte. - The City of Charlotte recognized that creating a single point of-contact for end-user IT support would not only reduce costs and enhance the quality of service to end-users, but would allow the City to better leverage technology across all business units. - December 2006 What do you need in order to reduce energy costs? - INFORMATION! Learn how to get the information you need to turn your energy resources into power. - March 2006 When it Comes to Procurement, Traditional Outsourcing is not the Answer: Understanding the Managed Services Advantage - While procurement and supply chain cost reduction initiatives have been around for decades, businesses are only just beginning to understand the compelling savings opportunities, according to Ariba, Inc.. This new approach, managed procurement serv... - March 2006 Which Way to Better Results? - Learn how companies are making better decisions about human capital management through predictive analytics. A new methodology, Human Capital ForesightTM, provides the predictive analytics companies need to quantify business impact before they ... - January 2006 Why a Good BPO Service Provider is Not Enough for a Successful BPO Service Delivery - A tight collaboration between BPO provider and his software vendor(s) will help establish processes that are both well designed and will sustainably meet day-to-day operational requirements. - June 2007 Why not more outsourcing? It's about control - Less than one percent of healthcare organizations outsource their revenue cycle processes because they don't want to give up control. Capgemini explains why outsourcing routine administrative transactions is actually a better way to control cash flow - August 2004 You're Offshoring. Now What? - Conventional offshoring of applications can take you only so far. It can decrease your costs, but it can't increase your power. The time is right to explore new ways to achieve more value from your business applications. - November 2007
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