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- Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- The Do's and Don't of Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- SLAs For Managing Applications Development Outsourcing
- Outsourcing is the process of procuring services from outside vendor rather than developing it in-house. Outsourcing deals that include applications development are increasingly common. However, organizations struggle with suitable service level agreements in the aforesaid area. The paper examines the avenues to measure and manage such outsourcing deals. ...
- White papers 2001-11-16
- Blueprint For An Exchange Service Level Agreement
- The Service Level Agreement SLA is a legal document that spells out the specifics of the exact services and service levels between a company and an outsourcing vendor. The SLA process is the methodology adopted by the vendor in rendering the aforesaid services. The paper details the mechanics behind a...
- White papers 2003-01-01
- The Forgotten Five: What Your SLA Does Not Cover
- In the IT business domain, the Service Level Agreement SLA is a contract between an organization and the outsourcing vendor that spells out the terms and conditions of the service between the aforesaid entities. It is a tool to monitor the effective enforcement of the service clauses. However, there are...
- White papers 2000-06-12
- Managing BPM: To O or Not to O
- The paper provides a perspective that evolves from the Supply-Chain Operations Reference SCOR framework, and then some more interesting perspectives about what seems to be evolving. SCOR provides an excellent process reference to support 'globalized' supply-chain, enabling an easy language to describe material flow, workflow, and transaction flow between companies...
- White papers 2005-07-01
- Enterprise Management
- The client is a leading agribusiness company. The client runs SAP at multiple locations globally. Because of multi-location and multi installation nature, the administration and supports costs were very high. There was an urgent need to have a resource pool of trained SAP resources and to reduce the total cost...
- Case studies
- Homeloan Management Limited: Provider of Back-Office Processes to the Financial Services Industry Takes Control of a Growing Business
- Homeloan Management Limited is the UK's foremost provider of systems and process outsourcing solutions to the mortgage sector. HML needed a solution that could help it proactively diagnose issues with both its own and its customers' systems to ensure that service level agreements were met. The solution provided was a...
- Case studies
- Support and Enhancement of SAP Applications for a Fortune 500 Company
- To manage growing business needs, a Fortune 500 company implemented SAP R/3 at its USA and UK geographies, while the other geographies were running on legacy systems. The client was looking forward to reduce dependency over multiple technologies by migrating most of the applications to SAP. Wipro provided end-to-end services...
- Case studies
- Structure Of Service Level Agreements (SLA) In IT Outsourcing: The Construct And Its Measurement
- The increased reliance of companies on IT outsourcing has turned management attention to a set of skills of managing relationships with service providers. While practitioners proclaimed that a key to managing outsourcing relationships was with SLA, there existed very little understanding of how effectiveness and impact of SLA on IT...
- White papers 2006-06-25
Additional Resources
- Subcontracting Your Web Site
- Operating a web site is essential for your business, but it can be a large and complex challenge. To do it right, you need to consider security issues, e-commerce transactions, storage space, programming, and myriad other requirements. These assets are essential, but acquiring and managing them can distract your IT...
- Articles 2007-10-19
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