Business Challenge Archives

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

Outsourcing Customer Interaction Management

Jerri L. Ledford, Business Writer

Before Del Monte Foods decided to outsource its customer interaction management, the company held yearly sales meetings. Representatives received five-inch binders filled with information about products, clients, and company information. The system proved to be very ineffective because it was

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

Change Enhances Outsourcing Demand

Dr. Wendell Jones

Three factors in today's global, competitive economy increase the demand for outsourcing: Technological change, Technology management, Business change.

Straight From the Horse’s Mouth

Outsourcing Center, Kathleen Goolsby, Senior Writer

Straight From the Horse's Mouth: President Bush's Outsourcing Initiatives - Will Bush's campaign promises become more than notions? A February 14, 2001 memo from the Office of Management and Budget (OMB) chief told agency leaders to expand outsourcing and advance

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

Can an External Service Provider Really Do This Better Than We Can?

Dr. Wendell Jones

Critics of outsourcing often rest their opinions on assumptions that internal functions should be able to do what outsourcing vendors do if the internal organization applied good management practices and worked smarter and harder. Sometimes this may be true, but

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

Revenues Determine Rating

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Revenues Determine Rating ASPs Have Their Own Top 10 List - David Letterman popularized the Top 10 list. Now the ASP world is mature enough to have its own. IDC, the Framingham, Massachusetts global market advisory firm, decided to compile

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