Service Level Agreements (SLA) insights & best practices

Valuing Terms in Outsourcing Contracts

Brad L. Peterson, Partner, Mayer Brown LLP

If you are an outsourcing customer, outsourcing contracts are like a three-legged stool. Their value depends on what you agree to buy, what you agree to pay and the terms. Although the agreement and the other contract terms are often

Award-Winning Outsourcing Relationships — Three Key Ingredients in their "Secret Sauce"

Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.

Behind each award-winning global outsourcing relationship is a fascinating story of extraordinary people, excellence in service delivery, lots of sweat equity, some painful bumps in the road, a mutual willingness to constructively solve problems, and trust earned. Contracts were awarded

Keeping Your Head in the Clouds: Creating an Effective Cloud Strategy

Outsourcing Center, Patti Putnicki, Business Writer

If you were ranking the most talked-about topics of the year, Cloud Computing would probably rank pretty high. But, in most cases, that talk hasn’t translated into a groundswell of action. According to a recent Alsbridge eSeminar survey, one of

Manage Outsourcing Change by Communicating Remorse

Deborah Kops, Managing Principal, Sourcing Change

Most of us have been down on our knees praying that the relationship does not blow up over an error. Perhaps the cutover was delayed because the provider did not conduct sufficient user acceptance tests, or an employee committed fraud

BPO Study’s Surprising Findings on Value and Long-Term Intent in Outsourcing Relationships

Outsourcing Center, Kathleen Goolsby, Senior Writer

Buyers of outsourced services want their service providers to invest in technologies that bring continual improvement to the outsourced processes. Providers want to invest only where it is also beneficial to their margins in the long run. Therein lies a

Small U.S.-Based Finance and Accounting Outsourcer Delivers Value of Large Providers

Outsourcing Center, Kathleen Goolsby, Senior Writer

The bulk of most companies’ operational costs are in manpower, says Ragu Bhargava, CEO of Global Upside, Inc., a finance and accounting (F&A) service provider. That’s one of the reasons companies in all industries are increasingly bucking the long-held practice

Five "Gotchas" When Negotiating an Outsourcing Agreement

David Mitchell, Senior Consultant

While reducing cost is typically the primary benefit of outsourcing, you also want outsourcing agreements that allow you to realize your immediate and long-term delivery needs, provide contract flexibility and ensure that you receive maximum value for the money you

Ten Pitfalls in Outsourcing Transitions

Outsourcing Center, Kathleen Goolsby, Senior Writer

There’s no shortage of methodologies and advisories on best practices and risk mitigation strategies for the transition phase of outsourcing relationships. Even so, many buyers encounter situations they didn’t foresee when structuring their arrangement, which cause costs to rise and

Assessing Cultural Fit during the RFP Process – "No-Divorce" Outsourcing

Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.

A good cultural fit is one of the most important hallmarks between a successful and unsuccessful outsourcing relationship. Cultural fit assessment during the RFP process is far less structured than defined processes that help you quantitatively evaluate the service provider’s

Seven Examples of Resolving Financial Conflicts between Buyers and Providers of Outsourced Services

Outsourcing Center, Kathleen Goolsby, Senior Writer

At the point where outsourcing service providers or their customers have financial conflicts that will result in a monetary loss to either party, they’re walking a fine line. If they manage to resolve the issue with a mutually beneficial solution,

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Research & Insight

Service Level Agreement (SLA)

Manage Outsourcing Change by Communicating Remorse

Small U.S.-Based Finance and Accounting Outsourcer Delivers Value of Large Providers

Ten Pitfalls in Outsourcing Transitions

Assessing Cultural Fit during the RFP Process – "No-Divorce" Outsourcing

Industries

Services

Industry

Services

Cybersecurity

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