|
Last fall Editor Beth Ellyn Rosenthal interviewed 86 companies that felt they had excellent outsourcing relationships. Almost all of them could have won. However, industry judges selected nine relationships that best represent the give-and-take necessary to achieve remarkable results in an outsourcing engagement. Here are their stories.
Lessons from the 2007 Outsourcing Excellence Awards
Common themes ran through the relationships of the Awards winners—whether the buyer was collecting child support payments in Louisiana, handling a medical collections process in Boston, or supplying cell phone service to rural India. Peter Bendor-Samuel shares the lessons learned.
OMFN Knew It Selected the Right Supplier When Perot Systems Expertly Handled a Deluge of Volume During Migration
Old Mutual had earned the unhappy moniker: the worst in the industry. It outsourced to become competitive. During the first two migrations, events conspired to triple volume. Read how the two partners learned to work together under the crushing volumes.
Unisys Goes into Overdrive for the Illinois Tollway's E-Commerce Solution
Illinois’s Governor announced drivers did not have to wait more than 15 minutes to pay tolls; the only way to make this possible was to use an electronic toll-collection system. The Tollway needed an e-Commerce solution. When tolls were about to double, the Web site saw a 1,200 percent increase. Read how Unisys made it happen.
How HP Achieved the Fastest Core Banking Migration in India for Bank of India
Bank branches used aging software. A customer couldn’t make a deposit in any branch but its own. The global banks were arriving with systems that made this possible, so the Bank of India couldn’t respond to customers’ needs fast enough. HP’s banking solution solved the problem.
ACS Helps a Louisiana Agency Weather the Storm
ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.
An Offshore Pioneer Shares Its Recipe for Long-Term Success
This was one of the first North American offshoring relationships. Nortel outsourced to India in 1991 because it couldn’t find enough employees with the specialized knowledge it needed. At same time, Wipro wanted to expand beyond India. The timing was right for both partners to attempt something new. What’s remarkable: both partners are still happy after 16 years!
The Story of a Turnaround: Before Outsourcing, a Key Division Struggled; Today It Excels
Service was so poor with Aon’s first outsourcing supplier that it was losing customers. Then it switched to Alfinanz, which had both IT and industry experience. Now Aon is so successful it is challenging its biggest competitors and winning most tenders!
RX for Healthcare Outsourcing Success: Abandon Traditional Roles
No one wants to wait three months to be paid. The Department of Surgery outsourced its bill collection, which cut days in accounts receivable from 94 to 50. But the change wasn’t easy; the two partners had to change how the surgeons operated (their back office.)
What a Journey! Accenture Helps Thomas Cook Become Profitable in a Changing Marketplace
Thomas Cook was losing money; its viability was in question. It decided to outsource everything--HR, F&A, and the IT--to Accenture. Multi-process deals are very difficult and being successful is a milestone. But it worked. Now Thomas Cook is making 83 million pounds profit.
Bharti Airtel, Nortel Innovate a Utility Computing Model to Influence Consumer Behavior
Bharti Airtel is a fast-growing Indian telco. It felt labor costs in India were too expensive. It wanted to solve customer care issues at the machine. So it offshored its solution…to North America. The Indian company selected Nortel for its call center technology. Together they changed the behavior of a nation.
|
