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Table of Contents

The Baseline: Quick Reads

What's in a Word

Ask the Experts

Book Review

Improving Business Performance: Outsourcing Finance & Accounting in the Manufacturing & Consumer Industries

Outsourcing to India: Key Legal and Tax Considerations for U.S. Financial Institutions

What's in a Word?

A-Z in Outsourcing Info Searches

What is the value of advice? It depends. Sometimes you get advice that isn't pertinent, doesn't include risks, or can't be acted on. But there is a wealth of valuable advice in Outsourcing Center's white papers from people who have been around the block many times in the world of outsourcing. In this issue, we're taking you on an A-Z journey that links white paper content to actual keywords our readers have recently been researching on our site.

Even though you may have visited our research site before, your company's needs may be different now; and this compendium of thought leadership and advice may have just what you're looking for.

Accounts payable

• How to Make Your Accounts Payable Function Really Pay (2002)

Best practices

• Impact of Best Practices in Outsourcing Arrangements (2003)
• The Snowball Effect: Characteristics of Outstanding Outsourcing Relationships (2002)

Build vs. buy (the outsourcing decision)

• Transitional Outsourcing: New Approach to an Old Problem (2002)

Business Transformation Outsourcing/BTO

• Metrics and Incentives in Outsourcing: Driving Peak Performance (2002)
• Business Transformation Outsourcing: Partnering for Radical Change (2002)

Call centers

• The Call Center Becomes a Revenue Generator (2002)

Change management

• The Fearsome "O" Word - How Change Management Mitigates the Risks of Employee Resistance to Outsourcing (2004)

Check processing

• How Check Truncation Legislation Could Transform Banking Data centers (2003)
• Integrated People + Processes + Tools = Best-of-Breed Service Delivery (2001)

eLearning

• Making the Most of Learning with Business Process Outsourcing (2003)

Finance and accounting (F&A)

• Reduce Costs and Improve Performance - Simultaneously (2003)
• Outsourcing Finance and Accounting in the Manufacturing and Consumer Industries (2004)

Financial institutions

• Connecting the Dots from CRM's Promise to Results (2004)

Governance

• BPO Big Bang: Creating Value in an Expanding Universe (2002)
• Outsourcing Relationships: Why Are They Difficult to Manage? (2002)
• Growing Beyond Illusions: Guidelines for Changing and Improving Outsourcing Relationships (2002)

Help desk

• Integrated People + Processes + Tools = Best-of-Breed Service Delivery (2001)

Hospital

• University of Pennsylvania Health System: Outsourcing Intervention Turns Hospital's Financial Condition from Red to Black (2001)

Human resources/HR

Incentives/gainsharing

• Metrics and Incentives in Outsourcing: Driving Peak Performance (2002)
• Risk Reward Pricing (2002)

Japan outsourcing

• An Assessment of the Outsourcing Market in the Banking Sector of Japan's Financial Institutions Industry (2002)
• Made in Japan: Why the Bank Consolidations Strategy is an Origami Tiger (2002)

Key factors of success

• Impact of Best Practices in Outsourcing Arrangements (2003)
• The Snowball Effect: Characteristics of Outstanding Outsourcing Relationships (2002)
• Governing Attitudes: 12 Best Practices in Managing Outsourcing Relationships (2002)

Law firm outsourcing

• Law Firm Profitability Requires Non-Legal Expertise (2003)

Managing outsourcing relationships

• Control: Getting It and Keeping It (2004)
• Governing Attitudes: 12 Best Practices in Managing Outsourcing Relationships (2002)
• Outsourcing Relationships: Why Are They Difficult to Manage? (2002)

Negatives of outsourcing

• See: Ask the Experts

Offshore

• Offshore is Not Offhand: Recommendations for Effective Offshore Outsourcing (2002)

Provider due diligence

• Ask Before You Outsource: Ten Critical questions to Put to Potential Service Providers (2001)
• Sole Source Outsourcing (2003)

Purchasing/procurement

• Making 'Req to Check' a Reality (2003)
• Giving the Processes and the Provider Their Due (2002)

Questions to ask about BPO

• See entries for HR, F&A, Procurement in this A-Z list
• BPO Big Bang: Creating Value in an Expanding Universe (2002)

Remote workforce

• Up to My Knees In Alligators: What Executives Need to Know About Supporting a Remote and Mobile Workforce (2003)

Risk, risk management

• Reducing the Complexity of IT Environments (2003)
• Risk Reward Pricing (2002)

Security

• The CIO Agenda: Taking Care of Business (2002)

Shared services

• Multi-client shared Services: Outsourcing's New Model (2002)
• To Share or Not to Share: An Analysis of the Effectiveness of a Shared Services Strategy vs. an Outsourcing Strategy (2002)
• Outside Upside: Finding Focus Through Finance Outsourcing (2003)

SLAs/Service level agreements

• A Guide for Establishing Service Level Specifications for Outsourcing Relationships (2001)

Total cost of ownership/TCO

• Gain Control of Your Computing Environment (2001)

Transition management/transition costs

• Change Without Pain - An Alternative Model for Year One of Outsourcing Agreements (2002)
• Transitional Outsourcing: New Approach to an Old Problem (2002)

Utility

• When Agility Outweighs Efficiency (2004)

UPHS

• University of Pennsylvania Health System: Outsourcing Intervention Turns Hospital's Financial Condition from Red to Black (2001)

Value

• The Operations Maturity Model (2002)

Virtual organization

• Untethered Organizations - Accessing Leverage Through Outsourcing (2002)

VoIP

• Critical Factors for Successful VoIP Deployment (2004)

Why outsource

• Reduce Costs and Improve Performance - Simultaneously (2003)

You can't be good at everything

• For numerous case studies - browse back issues of Outsourcing Journal and BPO Outsourcing Journal

Zudha

• We were surprised to find this keyword show up in the search engine! But we found the reference on our site: click on "Z" in our Supplier Directory

Publish Date: May 2004

Copyright © 2004 - Everest Partners, L.P.

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