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EVEREST VOICE
History Revisited: The Next FAO Growth Spurt Is Coming: FAO had a major growth spurt in 2002 and 2004. What will happen this year? Will there be another? Phil Fersht and Paul Nowacki dissect the past to predict the future.
FOCUS ON: Failed Relationships
How to Rebound from a Failed Outsourcing Relationship: It's very possible for buyers to form highly successful relationships with a new provider after experiencing a failed relationship. But there are pitfalls. What are the best practices that ensure success in these situations the second time around? Here are some industry experts' insights.
EDITOR'S CORNER
Bernd-Uwe Pagel of SAP: Berndt-Uwe Pagel, Senior Vice President of BPO for SAP, discusses the software company's role in BPO. He explains why IT agendas have to change, standardization is important, and suppliers have to become profitable. And he shares the most important lesson he learned from his dad.
FOCUS ON: HR
How A Small IT Firm Prospered After Outsourcing Its HR to a PEO: TechGuard had trouble recruiting because of its lack of benefits. It outsourced HR to solve that problem. Then it learned HR outsourcing provided a lot more valuable benefits. Here's one firm's story.
FOCUS ON: Telecommunications
Service Provider Shares Risks, Rewards, and Revenue with Major Convention Center: The Connecticut Convention Center has an innovative revenue-sharing arrangement with Total Communications. After construction, the provider assumed responsibility for maintaining the communications infrastructure, something center managers knew nothing about, for "a piece of the action." The result: the CCC will end up saving $1 million over the life of the nine-year agreement.
FOCUS ON: Libraries
Outsourcing's Impact on Corporate Archiving and Library Functions: Most corporate, law firms, and hospital libraries are cost centers and must justify their existence and continually reduce or contain costs. Many libaries are nearly "dead" or need to transform to digital assets. And more companies--like Toyota Motor Sales USA--find they need to create an information archive. Read this story to learn what outsourcing can achieve.
FOCUS ON: Restaurants
Outsourcing Serves Reduced Labor and Food Costs with Increased Restaurant Management: Labor and food costs comprise 60 percent of a fast-food restaurant's overall costs. Software solutions can efficiently manage the business, but they're often not cost-effective for small to mid-size businesses and franchisees. Here's how many restaurant owners benefit from a restaurant-management solution in an outsourced hosted ASP model.
The Insurance Issue
FOCUS ON: the Insurance Industry
Gotchas For SMB Insurance Companies: Insurance carriers with under $300 million in premiums face major challenges in adopting outsourcing because of their complex processes and products and intense government regulation. Here are some things to think about to "insure" outsourcing success.
FOCUS ON: IT
Outsourced SOA Eases and Streamlines Insurance Quote Process: Western Reserve Mutual Casualty had an information bottleneck problem with its quotes. The process took a long time and there was a problem with improper data entry; the quotes were close but off by a few dollars. Outsourcing solved the problem.
FOCUS ON: Flood Insurance
Core-Sourcing Helps Insurer Add Flood Insurance To Its Offerings: A Florida property and casualty company wanted to add flood insurance to its product line but couldn't find the IT dollars to add a new application. Outsourcing did that seamlessly.
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