Service Level Agreements (SLA) insights & best practices

The Gruntled Employee: A Holistic Model Addressing Behaviors in Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Some operating models clash with outsourcing's ability to achieve objectives. Here's a different approach, a more holistic model focused on organizational culture and behaviors. CSC is using it and experiencing notable successes!

Avoiding Outsourcing Pitfalls

Jon F. Doyle, Attorney, White & Case LLP

Jon Doyle of White & Case shares six key provisions that any outsourcing agreement should have to help mitigate unavoidable problems when offshoring.

American Outsourcers Revamp to Compete with Offshore Suppliers

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Two American suppliers created offerings that allow them to compete with Indian outsourcers. Here's what they did.

Consortia Buying: An Upcoming Trend in Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

The consortia buying of business process outsourcing services is about to explode worldwide and will be become a major trend among Global 1000 and mid-market companies.

Getronics Offers Expert Advice on IP Communications

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Convergence, which means running voice, data, and video on a common infrastructure, brings a lower cost of ownership and the ability for companies to adapt quickly to changing business environments. Getronics explains how to manage a convergence project.

Are You Ready to Let a Supplier Deliver Converged Voice and Data Services?

Richard Sealy, Consultant

Today outsourcers can merge voice and data into a single infrastructure. However, this new paradigm disrupts well-established conventions. Richard Sealy discusses what the next generation of telecom service outsourcing contracts must do.

A Surprising New Study: SLAs Now Have Teeth

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

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.

Foreign Outsourcing Invigorates US Economy

Daniel Griswold, Cato Institute

Daniel Griswold of the Cato Institute debunks offshoring myths using Cato research. He explains the economic benefits of offshoring and puts the job loss issue in perspective.

The CON-fidence-Games Aspect of Outsourcing Arrangements

Outsourcing Center, Kathleen Goolsby, Senior Writer

In our study of what makes outsourcing relationships fail, we found executives on both sides of the fence whose corporate scenarios cause them to appear to be taking advantage of each other. This article examines outsourcing's con games and what

What Causes Outsourcing Failures?

Outsourcing Center, Kathleen Goolsby, Senior Writer

Outsourcing Center has been studying the risks and causes of outsourcing failures. This article presents some of the findings from the Center's 2004 survey on Leading Causes of Outsourcing Failures. This is the first in a series of five articles

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Research & Insight

Service Level Agreement (SLA)

The Gruntled Employee: A Holistic Model Addressing Behaviors in Outsourcing

Avoiding Outsourcing Pitfalls

American Outsourcers Revamp to Compete with Offshore Suppliers

Getronics Offers Expert Advice on IP Communications

A Surprising New Study: SLAs Now Have Teeth

Foreign Outsourcing Invigorates US Economy

Industries

Services

Industry

Services

Cybersecurity

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