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Category: sourcing-change
The healthcare payor BPO situation in 2011: Will Reform shatter a complacent industry?
Despite the value health care payors provide their customers, payors’ processes are complex, manually intensive, and prone to error. One consumer’s visit to the hospital generates substantial legal paperwork, complex approval processes, coordination of benefits with other insurers, and a blizzard of bills, notices, and follow-up calls that require months to resolve. This post elaborates on the new HfS Research report on the current state of healthcare payor Business Process Outsourcing.Read More
Meet The Don of BPO (Part 2)
Welcome to Part 2 of the Don Schulman interview, where he talks to us about whether shared services are really dying, the changing role of advisors, and where he sees the BPO industry moving in the future, and what he means by "verticalizing the horizontal". Read More
HfS welcomes Jyoti Banerjee to educate the services industry on why today’s top businesses are also the top sustainability performers
We're seeing hard evidence that today's most successful business are also the better sustainability performers. So what can we do to encourage business leaders to be sustainably-smart as they redefine their global operations strategies?Read More
Offshore outsourcing killing innovation? Time to change that record, please Professors…
The provocative interview of two Harvard Business School intellectuals in CIO Magazine is making the rounds and generating some interesting discussion. It will undoubtedly stoke the already heated fires of the sensationalist anti-outsourcing crowd and provide fodder to those who say that offshore outsourcing detracts from the “client” companies’ and countries’ competitiveness. The problem is that the argument being made, that outsourcing higher-end, higher value business processes will lead to erosion of the ability to innovate is at once obvious and flawed. Read More
The undisputed facts about outsourcing, Part 7: Service-culture is the new differentiator
We asked a cross-section of buyers with significant influence over outsourcing decisions, to reveal the critical attributes they seek in a provider. At the same time, we asked providers what attributes they believe their clients deem critical. And - guess what - their are significant gaps between what clients want and what providers think they want.Read More
Listen to Cassandra when it comes to sourcing change management
Earlier this year, HfS Research leveraged its vast network of global enterprises to solicit the opinions of buyers and providers of outsourcing attempting to understand how they view the role and importants of change management for outsourcing engagements. The web based survey was completed by 237 respondents with 96 buyers and 141 service providers.Read More
The biggest political threat (yet) to the outsourcing industry
The Swiss, in their typically punctilious fashion, now have an "Anti-PowerPoint Party" with the self-stated goal of having the number of boring PowerPoint presentations on the planet to decrease and the average presentation to become more exciting and more interesting.Read More
The CPO in 2011: The Toughest Job in the Global 1000
We talked with Microsoft Chief Procurement Officer, Tim McBride, about his procurement execution and BPO experience as part of a case study in a paper entitled "The CPO in 2011: The Toughest Job in the Global 1000".Read More
Will the industry analyst business be dead in five years?
Love them or loathe them, analyst firms and their unique individuals stoke the emotions of many who come in regular contact with them. But are thee days of the traditional industry analyst numbered?Read More
The undisputed facts about outsourcing, Part 4: Mid-market buyers are enjoying better outsourcing outcomes than enterprises
Outsourcing of IT and business process has always been a game for large enterprises, where well-executed large-scale employee transitions have resulted in profitable endeavors for both providers and buyers. But while the large buyers like saving the money, it’s actually mid-market sector ($1bn-$3bn revenues) which is getting a lot more out of the experienceRead More
