Service Level Agreements (SLA) insights & best practices

No Time for RFPs

Outsourcing Center, Kathleen Goolsby, Senior Writer

Buyers are often in a hurry to outsource so they can implement their competitive strategies. But cutting short the supplier selection process can result in a failed outsourcing relationship. Here's how to do it right.

Berlin-Based Consultants Share Insights on European Outsourcing

Joyce Ahlering

The multinational team quickly reached a consensus that Germany is an exception to the rule in European outsourcing practices. Generally speaking, outsourcing has been accepted in many branches of German business. Postal service and call centers are often outsourced to

How I Learned to Stop Worrying and Love Outsourcing Negotiations

Michael E.C. Moss, Gordon & Glickson LLC

Ask anyone how long it takes to negotiate an outsourcing deal, and the answer will likely be the same: much too long. In fact, some would say, the outsourcing will take at least as long to negotiate as you have

Outsourcing Payroll Check Printing Pays Off

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Employees get a sinking feeling when they look at their paychecks and they're wrong! If they believe the payroll department didn't calculate their overtime properly or deducted too much for their health insurance, the first thing they do is reach

We’ve Only Just Begun

Outsourcing Center, Kathleen Goolsby, Senior Writer

Jane Drasites, Director, Benefits Delivery for BP Amoco, swears that the first year in an outsourcing relationship is just like a marriage. Some marriages don't work very well. When Amoco (prior to its merger with BP) signed an agreement in

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.

Close Encounters of the HR Kind

Outsourcing Center, Kathleen Goolsby, Senior Writer

Public Service Enterprise Group, Inc. (PSEG) is a holding company in the electric and gas business with several affiliate companies in generation and distribution services in 12 countries and in 12 states in the US. Dealing at times with regulation,

Drexel Deepens Its Impact

Outsourcing Center, Kathleen Goolsby, Senior Writer

As the world increasingly becomes defined by technology, Drexel University (DU) is committed to driving innovation and being a leader in technological advancements. Drexel stays in the headlines, having created a number of nationwide firsts. In November 2000, its 62-acre

The Seven Deadly Negotiating Sins

Brad L. Peterson, Partner, Mayer Brown LLP

An outsourcing negotiation is a complex endeavor, with interwoven financial, technical, performance, people, and legal issues. However, after boiling it all down, there are seven very common mistakes both vendors and customers make in negotiating outsourcing contracts. This article will

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

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Research & Insight

Service Level Agreement (SLA)

No Time for RFPs

Berlin-Based Consultants Share Insights on European Outsourcing

Outsourcing Payroll Check Printing Pays Off

We’ve Only Just Begun

Ten Key Questions for Developing Effective Service Level Agreements

The Seven Deadly Negotiating Sins

When Employee Satisfaction is Key

Industries

Services

Industry

Services

Cybersecurity

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