Meet a New BPO Supplier: Compaq
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
IT suppliers are entering the BPO world. Compaq has created an unusual offering melding the two.
Research & Insight
Business Challenge
Customer Satisfaction
Going All the Way
Outsourcing Center, Kathleen Goolsby, Senior Writer
Boeing discovers outsourcing is the Rx for health administration.
Ten Key Questions for Developing Effective Service Level Agreements
Brad L. Peterson, Partner, Mayer Brown LLP
The first and most important step in developing an effective SLA is to ask the right questions. This article will give you those questions and some background on how to choose the right answers.
Value Drivers
John Higgins, Senior Consultant
In difficult economic times, corporations seek to improve their financial performance. One way to do this is to understand value creation. This is a technique that helps companies improve their product quality, financial performance, customer satisfaction or time to market.
When Employee Satisfaction is Key
Outsourcing Center, Kathleen Goolsby, Senior Writer
Deutsche Bank, with commercial banking and investment bank services, aims to be one of the world's leading investment banks. And it depends on its employees to make that happen. Since it relies on employee competence and commitment to excellence in
Just What the Doctor Ordered
Outsourcing Center, Kathleen Goolsby, Senior Writer
As healthcare professionals strive to focus on their core competencies and become more efficient and cost-effective, they turn to outsourcing as a solution. Buenaventura Medical Group (BMG), a 50-doctor, multi-specialty group with five locations and 100,000 patients, made that decision
Government Call Center Achieves Excellence in Customer Service
Outsourcing Center, Kathleen Goolsby, Senior Writer
A frontline measure of how government meets the needs of its customers is how successful it is in answering its telephones promptly, accurately and courteously - so states the U.S. General Accounting Office (GAO) in its August 2000 report on
The Whole Kit and Caboodle
Outsourcing Center, Kathleen Goolsby, Senior Writer
The Whole Kit and Caboodle - In round figures, the outsourcing contract between the U.S. Treasury and its supplier, Wang Government Services (a Getronics company) will be over $100 million over the life of the ten-year contract. Like the old
Judicial Middle Ground
Outsourcing Center, Kathleen Goolsby, Senior Writer
Judicial Middle Ground - A goal to realign resources to be more client-centered led to outsourcing at Justice Canada, the federal Department of Justice that is the attorney general for Canada. Linda Holmes, Director of Informatic Services and Technology Division
Swan Saga
Outsourcing Center, Kathleen Goolsby, Senior Writer
When CNA Insurance, a business-to-business property and casualty insurer, paddled fast but still encountered a weight that kept it from soaring toward its goals, it hired the wings of Hewitt Associates as its human resources outsourcer in 1998 and really