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EVEREST VOICE
How Mature Are Offshore ITO and BPO Offerings?: The answer to that question is a factor in the decision to offshore. Stephen Dunn explains why it's a good time to begin pilots or adopt a fast-follower strategy.
FOCUS ON: Offshore
Foreign Outsourcing Invigorates US Economy: Daniel Griswold of the Cato Institute debunks offshoring myths using Cato research. He explains the economic benefits of offshoring and puts the job loss issue in perspective.
FOCUS ON: Outsourcing Failure Series Part 3
The CON-fidence-Games Aspect of Outsourcing Arrangements: In our study of what makes outsourcing relationships fail, we found executives on both sides of the fence whose corporate scenarios cause them to appear to be taking advantage of each other. This article examines outsourcing's "con games" and what the parties need to do to win.
FOCUS ON: SLAs
A Surprising New Study: SLAs Now Have Teeth: A new study by Oblicore found 59 percent of its respondents do not monitor their SLAs well. Yet 64 percent have added financial penalties if their suppliers do not perform.
FOCUS ON: Banking
Banks Outsource to Keep Their Global Customers Happy: KeyBank's corporate customers need letters of credit for global trade. But the bank didn't want to make the requisite capital investment. So it outsourced that process to ABN-AMRO, another bank. The happy result: the new services offered by the outsourcer helped KeyBank attract new customers.
The BASELINE: Quick Reads
FOCUS ON: Canada
Handling an Emergency: Outsourcing Provider Delivers Creative Solutions in Times of Crisis: Neither a banking software glitch nor an international blackout kept Ceridian Canada's payroll customers from receiving their paychecks.
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