|
Service Level Agreements: A Better Mousetrap
Is there a better mousetrap to catch your supplier in the maze of service level agreements? Bruce Leshine and Mel Van Howe believe the performance decrements model is a better method because the emphasis is on making sure the supplier corrects problems in a timely manner rather than generating credits that are inconsequential to both parties.
IT Forecast: Look for Growth, Changing Deal Types, and a More Global Delivery Model
Read about ITO in 2005: the move to global sourcing, the impact of Sarbanes-Oxley,
and new activities for ASPs.
Harnessing the Full Power of Offshore Outsourcing - Part III: Designing to Fully Capture Offshore's Potential
In the final installment of our offshore savings series, Stephen Dunn, Joe Fernandes, and Samir Jog share four principles to help a company achieve full value from its offshoring effort.
Defining the Role of the Technology Lawyer
Here's why you need a technology lawyer when you do your next outsourcing deal. Kevin Colangelo of Kramer Levin Naftalis & Frankel explains why your attorney needs to understand server configurations as well as contract law.
When Outsourcing CRM, Total Business Value Eclipses Labor Arbitrage
In the past, cost was the overriding consideration when companies outsourced their call centers. Work went offshore because few American suppliers could compete with the offshore providers. Today companies have discovered cultural compatibility between buyer and provider is just as important as the savings. Here's what they learned.
The Art of Governance
Companies take great care in selecting their suppliers. But after they outsource, many don't devote any more time or effort to the original business challenge because they believe it's now the outsourcer's challenge. Mike Atwood believes this is a major mistake. Read why.
A Surprising New Study: SLAs Now Have Teeth
A new study by Oblicore found 59 percent of its respondents do not monitor their SLAs well. Yet 64 percent have added financial penalties if their suppliers do not perform.
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.
Customizing Service Level Agreements in Call Center Outsourcing Yields Better Results
Service level agreements (SLA) increase the probability that the operation of your outsourced call center meets your expectations. Attorneys from Latham & Watkins outline the crucial elements that need to be in those SLAs.
Taking Control of IT Performance
Fifty percent of IT outsourcing contracts for small and medium businesses don't have service level agreements. Here's why all buyers need them... and which ones to have ...to increase your chances of outsourcing success.
Pay Attention to SLAs!
DoubleClick had to pay a large SLA penalty. Here's what the company did to ensure it didn't have to pay another.
Getting Ready to Outsource
Proper preparation happens before the outsourcing procurement begins. Frank Usher discusses five critical steps before the RFP hits the streets.
A Comparison of Asset Acquisitions and Outsourcing Transactions
How does asset acquistion differ from outsourcing? Attorneys at Baker & McKenzie
explain the legal nuances.
Industry Giant Seeks
Soulmate
ENTEX and Microsoft. This synergy of interests is a cornerstone of ongoing
success.
In Pursuit of Best Practices
When Halliburton Company merged with Brown and Root, outsourcing seemed
a logical answer to merging two separate benefits administration groups.
Keeping the Personal
Touch in Outsourcing
Jim Peiffer, Dresser's computer services manager, walks us through the
evolution of his company's relationship with Alliance Data Systems.
Negotiating Effective
Service Level Agreements (SLAs)
Although SLAs are included in rudimentary "best practices,"
many customers still fail to negotiate an effective SLA that will provide
value in the outsourcing relationship.
Raising the Bar
Leading organizations have discovered that in addition to cost benefits,
outsourcing presents an opportunity to improve the level of service.
SLAs and the Bottom Line
Randy Johnson, a partner in Coopers & Lybrand, looks at measurements
that can increase the power of SLAs in improving a company's bottom line.
|
