Items tagged with : SLA
A framework for outsourcing success: a 5-step continuum
Before an organisation begins building an outsourcing framework it must first decide that outsourcing is a viable alternative and that all other optio...
12 May 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, All Columns,A perfect storm is coming for call centres
Today, call and contact centres are operated at high efficiency standards. That’s due to high costs in labour, brick and mortar and technology. We man...
08 March 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns,An integrated services model: helping CIOs achieve their business goals
The existing landscape and challenges for CIOs The cost of buying or leasing the IT hardware and know-how to operate an in-house infrastructure, a fu...
28 July 2011 | Articles, IT, Global, All Columns,Critical aspects of governance in outsourcing: insights from industry
This article was written in conjunction with Kaustuv Halder and Markus Biehl. Kaustuv Halder is a graduating student at Schulich School of Business, ...
03 October 2011 | All Columns, Global, Canada, Functions Other, Legal, Logistics, Customer Service, Procurement, IT, HR, Finance & Accounting, Articles, North America / Caribbean,Don’t fear the outsourcer: let it free you...
On any given day, an IT department’s schedule will include a rather hefty chunk of day-to-day ‘housekeeping’ – tasks that are fairly mundane but neces...
02 August 2011 | Articles, IT, Global, All Columns, Logistics,Don’t let clouded thinking make you forget the network
According to a recent study by the Cloud Industry Forum, nearly half of UK organisations are using some form of cloud computing, and almost all of the...
02 June 2011 | Articles, IT, Functions Other, Global, All Columns,Enterprise versus mass market cloud
All men may have been created equal, but not all clouds are. Cloud computing has dominated the IT agenda of late and is set to continue grabbing head...
07 July 2011 | Articles, IT, Global, All Columns,Good Reviews
This article originally appeared in Outsource Magazine Issue #27 Spring 2012 Peter Drucker is credited with challenging businesses to “do what you ...
05 April 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Head-to-Head: Euan Davis & Dawn Evans
The outsourcing space – and Outsource magazine – stands or falls on the quality of the thought-leadership within it. And what better way to tap into t...
16 December 2010 | Articles, Global,How Measurement Systems Analysis Can Improve Service Quality In Digital Mailrooms
A digital mailroom is a service where incoming mail is digitised and processed electronically. In a nutshell: usually the incoming documents are scann...
15 April 2011 | Articles, Functions Other, Global, All Columns,Innovation: a hoary old scab, or something worth talking about? (Part 2)
Margin. It all comes down to margin. Margin for the outsourcer. Margin for the customer. In my last article, I looked at definitions of innovation ...
20 June 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Measure what matters to achieve outsourcing success
We often think of service level agreements and metrics as a key way to hold the service provider accountable for meeting its contractual obligations. ...
10 October 2011 | Logistics, Customer Service, Procurement, IT, HR, Finance & Accounting, Articles, Legal, Functions Other, Global, All Columns,Outsourcing your business IT functions to the cloud
Outsourcing business IT operations to the cloud is a hot topic for companies at present. Many voices are extolling its virtues, with key benefits from...
18 February 2011 | Articles, IT, All Columns,Relationship quality measures: "Mind the gap!"
Quality aspects drive us personally and influence the way we look, the products we use, the materials we buy and the way we conduct ourselves in our e...
03 May 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Rigorously Agile
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 Agile methodologies are currently a major trend in software developmen...
28 September 2011 | Articles, IT, Global, All Columns,SLAs: are they worth it?
A great deal of money is spent in developing and drafting SLAs and performance management regimes for outsourcing contracts – an industry has grown up...
19 November 2010 | Articles, Legal, Functions Other, Global, All Columns,Stage "n"… Ready or oblivious/evolution or revolution?
Somewhere in South East Asia the rain gently hits upon the window of the multi-story office building where people are intently engaged in providing se...
22 February 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Stop being a slave to SLAs
There’s no denying it: SLAs (Service Level Agreements) for outsourced IT services are often convoluted, confusing and misleading. Why? Because many se...
05 May 2011 | Articles, IT, Customer Service, Global, All Columns,Tailoring governance to suit the deal
In our practice, we are thrilled to see more and more attention being paid to good governance and relationship management early on, during the negotia...
18 May 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,The Future’s Bright...
This article originally appeared in Outsource Magazine Issue #24 Summer 2011 …the future’s outcome-based, as the need to avoid “detail confusio...
27 June 2011 | Articles,The value of appearing well connected
If I told you, I was well connected, what would I actually mean? It might mean that I live in area with a fantastically fast broadband speed. It might...
13 January 2011 | Articles, Global, All Columns, UK,There is even more to SLAs than meets the eye...
Following from my article 'There is more to an SLA than meets the eye’, Faisal Zahir posted a very interesting question that deserves exploring a...
28 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,There is more to an SLA than meets the eye
Service Level Agreements are like chairs. We use them every day without questioning them too much, and then something reminds us how important they ar...
21 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Trust Me… I’m an Outsourcer
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 Not a day goes by without trust being mentioned as a critical factor i...
28 September 2011 | HR, Finance & Accounting, Functions, Articles, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,What do we really think of BPO advisors?
Take a handful of senior executives from various BPO suppliers, add a dash of client-side insight, mix well, add alcohol and simmer gently for 120 min...
25 August 2011 | All Columns, Global, Finance & Accounting, Articles,Why Cloud will Change the Future of Sourcing
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Euan Davis presents the Executive Summary of HfS Research’s ground-break...
29 March 2011 | Articles, IT, Global, All Columns,Why does signing a cheque deliver higher quality for SMEs?
The world in which we live Many of us pay for our internet, telephone, utilities and even settle our credit card bills using standing orders and dire...
18 April 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Wouldn’t you increase your talk time with your customers, if you could?
Problem First off, we need to be honest with ourselves. Today’s business requires support and customer service to our clients. Based on today’s econo...
18 May 2011 | Articles, Customer Service, Global, All Columns,
Outsource magazine and the ACCA announce an exclusive partnership
