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Alphabetical Listing Agile Workforce, Agile Company - A special report from Convergys summarizes the key findings from its exclusive primary research study entitled "Workforce Agility: The New Frontier for Competitive Advantage," conducted by Saratoga/PricewaterhouseCoopers and the University of Michig... - December 2004 An Insightful Look at Important Industry Issues - Part 1 - The following is the first in a two-part series of articles dispelling prevalent industry myths surrounding accounts payable (AP) outsourcing. - August 2006 An Insightful Look at Important Industry Issues - Part 2 - The following is the final in a two-part series of articles written to dispel some of the prevalent industry myths surrounding accounts payable (AP) outsourcing. - August 2006 Ask Before You Outsource: Ten Critical Questions to Put to Potential Service Providers - Before you hand over sensitive customer data and mission-critical operations to a third party, make sure you ask and know the answers to these ten critical questions. To get the free report that will help you decide which IT Infrastructure Outsourcer is ri... - August 2001 An Assessment of the Outsourcing Market in the Banking Sector of Japan's Financial Institutions Industry - This study examines outsourcing within Japan's banking industry, probing drivers, current developments and barriers impacting the market. It reveals the market's formidable business challenges as well as an opportunity for outsourcing to tackle the problem... - November 2002 A Balanced Approach to Offshore Outsourcing: Gain Strategic Improvements in Business Performance - This informative white paper from Keane, Inc. discusses leveraging offshore outsourcing to improve business performance. Although the quest for cost savings inspired initial forays into offshore outsourcing, companies are now using offshore delivery... - December 2004 BEAT in ITO - This document is a "Summary of Questions and Answers" from the joint Bernstein and Everest Analysis of Trends (B.E.A.T.) in IT Webinar conducted on February 27, 2007. - May 2007 Best Practices: Selecting a BPO Service Supplier - In a BPO relationship, a buyer's selection of the right service supplier is critical to their outsourcing return on investment. How should today's C-suite formulate a Business Process Outsourcing (BPO)-readiness strategy? How should they engage the BPO ser... - February 2007 Buyer-Driven Supplier Consolidation Will Change the ADM Industry - The entry of labor arbitrage into Application Development and Maintenance (ADM) outsourcing led to fast growth for more than a decade. Now large buyers are starting to revaluate their strategies and consolidate multiple relationships into a coherent portfo... - April 2007 Change Without Pain - An Alternative Model for Year One of Outsourcing Agreements - Outsourcing transitions are seldom seamless or free of challenges. The six best practice actions in this paper focus on sustainability of the relationship during that tough first year. - February 2002 Compliance: Finance's Bridge to the Enterprise - Read this paper from Capgemini to learn how leading CFOs view long term compliance hurdles as a bridge to bring their business together, streamline processes and reduce costs via process improvement, shared services and outsourcing. - December 2004 Connecting the Dots from CRM's Promise to Results - The promise of increased revenue, retention and profitability from customer relationship management (CRM) has been elusive to most financial services institutions (FSIs). When and how does CRM achieve successful outcomes? The answer lies in the approach, a... - April 2004 Control: Getting It and Keeping It in BPO - For many executives, the greatest challenge of business process outsourcing (BPO) is not operational but managerial. In our research, based on 30 in-depth interviews with senior executives who steer BPO relationships for their organizations, we make three ... - April 2004 Converging on the Future: Viewpoint - Competitors are collaborating in a new outsourcing business model to accelerate transformational change across their industries while improving their business performance and reducing risk. Read what Unisys has to say. - April 2005 Crafting A Better Outsourcing Contract - When a decision is made to outsource, both parties are usually eager to get the outsourcing relationship underway quickly. However, two years down the line, the bloom is off the rose and the participants may find themselves wishing they had planned better.... - August 1998 Critical Factors for Successful VoIP Deployment - What is the best approach to deploying IP telephony? What problems will need to be overcome, and how can you ensure ROI? This paper presents a best-practices approach as a result of lessons learned by the early adopters, along with a multidimensional solut... - April 2004 Driving High-Performance Outsourcing: Best Practices from the Masters - How do you get the most from your next outsourcing arrangement? One sure way is to borrow best practices from the masters, companies that have been outsourcing successfully for years. A new global survey of companies with deep experience in outsourcing con... - July 2004 Emergence of the Mid-Market in Business Process Outsourcing - The Business Process Outsourcing (BPO) market continues to be dominated by large-sized buyers, but the mid-market is starting to emerge strongly. This paper discusses: (1) How BPO can provide business value to the mid-market; (2) Why BPO adoption is on the... - January 2007 The Evolving Market of Multi-Process HRO - Tracking the findings from 124 multi-process HRO deals, this paper discusses deal components; changes in pricing models, delivery models, and scope; market segmentation; and other key issues and implications for buyers and suppliers in this evolving market... - August 2006 Experiences in Multi-Bank Collaboration: The Lessons from Payments - Outsourcing service providers are addressing organizational and technology-based changes in the payment industry. This paper examines true collaboration between banks, who otherwise compete against each other, and the Business Process Utility (BPU). - October 2004 Fertile Ground for a Common European HR Outsourcing Market - Europe today represents a very different business environment compared to the way it looked even five years ago. This White Paper discusses the key characteristics of the European HRO market, how it has evolved, different buyer segments, the importance of ... - February 2007 Financial Accounting Outsourcing (FAO) Annual Report - January 2007 - Breaking research: Industry Adoption Trends in FAO. - January 2007 Gain Control of Your Computing Environment - How IT Asset Management Affects the Bottom Line - What are the tactical steps and essential elements involved in an effective program for IT life cycle asset management? This paper examines those guidelines; the trends and business issues driving the proce... - July 2001 Giving the Processes and the Provider Their Due - This paper describes crucial issues and pitfalls within the procurement process and discusses the need for an integrated solution. It explains the benefits of Procurement BPO - the optimal, strategic solution - to this critical business area. - December 2002 The Great Outsourcing Divide: Where HRO has been challenged, FAO is blossoming - HRO's evolution has been more advanced in recent years than FAO, but that is quickly changing. The HRO industry is in a difficult position today, and FAO is booming more than any other BPO process. Here's what you need to know about the trends in challenge... - October 2006 Hello? Is Anyone Listening? Remember Your Customers During Mergers and Acquisitions - The contact center is often caught in the middle during mergers & acquisitions, and many businesses lose customers as a result of poor customer care. If the contact center were involved up front, the organization could prepare for customer management chall... - July 2006 How check truncation legislation could transform banking - Proposed check truncation legislation is designed to help the financial industry process checks more efficiently through digital technology. Learn more about what check truncation is and how the legislation can benefit banking institutions through greater ... - October 2003 How to Avoid a Multi-Million Dollar Mistake: Building a Good Relationship With Your Outsourcer - As more and more companies of all sizes "downsize," "rightsize," and "re-prioritize," they have profited from identifying and building on their strengths while outsourcing nonessential functions. The results of outsourcing have been dramatic for some compa... - September 1998 How to Make Full-Service HRO Work for You - Full-service human resources outsourcing (HRO) is one of the most rapidly evolving outsourcing markets. It can offer substantial value to the right buyers; if they approach this young market wisely. - November 2003 How to Make Your Accounts Payable Function Really PAY - Wise decision makers are finding that outsourcing their Accounts Payable (AP) function not only achieves short-term goals but also enables business transformation beyond AP. Because the AP function sits at the crossroads of an information highway, outsourc... - July 2002 How to Profit from Your Customers' Advice: A New Approach to Drive Business Results Using Contact Center Intelligence - This paper explores a new approach that allows managers to make use of the contact center intelligence their company may be presently wasting -- and what they can expect to gain from it. - May 2005 HRO Benchmarks: Scope, Quality, and Pricing -- Key Findings from a Survey of Large HRO Buyers - The Human Resource Outsourcing (HRO) industry is at a critical point in its short history. Buyers are increasingly looking at HRO as an opportunity to streamline processes, reduce direct and indirect costs, get access to the latest technology and tools, co... - October 2007 Indian Suppliers: Spicing Up the FAO Industry - During the past two years, the change in provider landscape in Finance and Accounting Outsourcing (FAO) has been a major game-changer in outsourcing. The Indian providers now account for nearly 30% of all FAO contracts and are putting increasing pressure o... - October 2006 Infrastructure Management Outsourcing - Infrastructure Management Outsourcing (IMO) is an emerging trend in the otherwise mature Infrastructure Outsourcing (IO) market. IMO can be an enabler of the asset-light approach to IT transformation, presenting a viable alternative to the traditional IO m... - November 2006 Insourcing versus Outsourcing: Outsourcing is a difficult decision that many executives face and,making the case is sometimes even tougher. While we recognize that outsourcing is not an option for everyone, it is an option for many. Learn how it can enable a company to pursue new opportunities. Read a free white paper by (i)Structure on insourcing versus outsourcing. Integrated People + Processes + Tools = Best-of-Breed Service Delivery - This paper examines the catalyst for collaborative tools and processes that fit together seamlessly. As integration becomes the world-class business model for excellence in services, it also alters existing "best practices" among service providers. This pa... - August 2001 IT Outsourcing in the Small and Medium Businesses - Small and Medium Businesses (SMBs) have unique IT needs, stemming from low IT budgets and small project sizes and lack of scale in operations. Traditional approach to outsourcing often does not work in this unique business segment. Nonetheless, the SMB mar... - January 2007 Key Tax Considerations in Structuring Outsourcing Agreements - Failure to engage in thorough tax planning while structuring an outsourcing relationship can reduce the savings for the client, and/or reduce the profits for the service provider, and create a tax and compliance risk for both parties. Tax planning is even ... - September 2007 Law Firm Profitability Requires Non-Legal Expertise - Law firms are struggling with lawyer churn, ability to attract clients, ability to improve services to clients, growing pains, changes in competition and technology, and a poor economy. This paper addresses challenges unique to the legal industry in its ad... - March 2003 Made in Japan: Why the Bank Consolidations Strategy is an Origami Tiger - This is a study of whether Japan's mega-merger bank consolidation strategy can most effectively strengthen Japan's banking industry and revive its economy.It also examines critical business principles at issue within Japan's culture and evaluates outsourci... - November 2002 Multi-client Shared Services: Outsourcing's New Model - This paper discusses the new multi-client shared services outsourcing model. Readers will learn why it's growing in popularity with mid-size companies, how it differs from a one-size-fits-all (ASP) model, and how it enables end-to-end services and industry... - December 2002 Next-Generation Talent Management: Insights on How Workforce Trends Are Changing the Face of Talent Management - The rules for managing people are dramatically changing, thanks to their importance to the bottom line. Demographics, economic, technological, and sociopolitical phenomena are driving the most drastic workforce changes in decades, creating a workforce that... - May 2005 The Operations Maturity Model - How do you fully leverage existing IT resources and maximize the return on (judicious) IT investment. In other words, how do you both control your IT costs and increase the performance of our IT operations? Read this informative paper. - October 2002 Outsourcing Order-to-Cash (O2C) and Procure-to-Pay (P2P) - This white paper provides a "first look" at findings from Everest Research Institute's exploration of the current state and future direction of the O2C and P2P segment of the FAO market. This paper presents viewpoints on the value proposition driving inter... - October 2007 Outsourcing Relationships: Why Are They Difficult to Manage? - In outsourcing relationships, some information you are never told until it's too late! Managing a long-term outsourcing relationship is no easy task. Over the years, Everest has worked with clients to pinpoint the root causes of dysfunctional or unsatisfac... - January 2002 Outsourcing Trends and Contract Restructuring Risk - Breaking Research: Joint study on outsourcing deal renewal trends by Everest Research Institute and Bernstein Research reveals US$118 billion in ACV is up for renewal in 2006-2008, with a significant proportion expected to restructure. - October 2006 Reduce Costs and Improve Performance -- Simultaneously - The need for CFOs to contribute strategic value equals the demand for timely, accurate financial information at a lower cost. Outsourcing is an attractive strategy to accelerate cost and process improvements that increase shareholder value. - December 2003 Reducing the Complexity of IT Environments - This whitepaper describes several IT trends that have come into play during the last 18 months and how they affect today's businesses. - July 2003 Risk Reward Pricing - Becoming even more responsive to market needs, relationships between buyers and suppliers of outsourcing services have turned the corner, beyond reducing costs, and have recognized outsourcing's fundamental usefulness in business process reengineering (BPR... - January 2002 The Role of Tools in IT Infrastructure Outsourcing - The infrastructure tools market has grown significantly over the last 20 years, expanding the tool capabilities into multiple areas of IT infrastructure operations and management. Tools landscape can be categorized into Infrastructure management (IM) and i... - October 2007 Service Integration: The Next Level in HR Outsourcing - For global corporations, the outsourcing of non-core functions has become not just a smart business move, but a critical strategy for maintaining a competitive edge and increasing market share and shareholder value. Corporate leaders know they need to unde... - March 2003 Show Me the Assets! The Changing Role of Asset Ownership in Infrastructure Outsourcing - The ownership of IT assets is one of the key factors in determining the dynamics of an outsourcing engagement. This white paper traces the evolution of approaches to IT asset ownership and transfer over the last three decades, explores the factors driving ... - March 2007 Sole Source Outsourcing - When is sole sourcing a viable, cost- and time-saving option -- if applied wisely. Here is how. - October 2003 Technology Innovation--Delivering Higher Value in Finance and Accounting Outsourcing - With today's FAO suppliers demonstrating proven capability to deliver cost savings, the onus is quickly moving toward the innovation and process excellence buyers can achieve when evolving into an outsourced F&A environment. Technology is recognized as a l... - March 2007 Technology Transformation - Buyers, do you want to get more value from your FAO relationship? If so, you have to examine the technology requirements, which become significantly more complex as companies add higher business impact functions to the outsourcing mix. Phil Fersht examines... - June 2006 Transitional Outsourcing: New Approach to an Old Problem - What strategies can a CIO deploy when the IT team needs to perform an implementation but is hindered from doing so because they don't have the new skills and must also continue performing daily functions of the IT department? This paper discusses a unique ... - August 2002 To Share or Not to Share: An Analysis of the Effectiveness of a Shared Services Strategy vs. an Outsourcing Strategy - Are you considering implementing or divesting a shared services strategy? This paper provides key success/failure factors for internal shared services groups. It also presents a decision-making approach to determine whether a company should use shared serv... - June 2002 Unlocking the Potential of Procurement Outsourcing - The Procurement Outsourcing market has a high growth potential and looks to become the next "game changer" in outsourcing. This paper discusses the key challenges that the industry must first address in order to meet buyer and supplier needs and drive grow... - July 2006 Up to My Knees in Alligators: What Executives Need to Know About Supporting a Remote and Mobile Workforce - This white paper describes the rapidly changing remote support services market and examines the increasingly complex issues driving current problem and support failures. It concludes with an effective solution for these business challenges, along with the ... - May 2003 What Buyers Need to Know about Accounting for Outsourcing Implementation Costs - Buyers of outsourcing services incur costs from the point of exploring outsourcing options to the point of transitioning work to a supplier as well as costs associated with exit or restructure of the contract, software implementation, and many more cost it... - February 2007 What's Happening in China: A Curtain-Raiser on the IT and Business Process - This whitepaper focuses on the Chinese IT and Business Process Services exports market, and provides a fact-based assessment of China as a global sourcing destination. The whitepaper includes the Everest Research Institute's insight on the current state of... - June 2007 When Agility Outweighs Efficiency: BPO Viewpoint - Organizational flexibilty and adaptability are becoming more important to corporate success than operational performance and efficiency, according to results from a recent Global Future Forum survey. This paper presents information on creating competitive ... - May 2004
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