August 2008 Issue
Table
of Contents
Welcome to the 12th annual Outsourcing Center Outsourcing Excellence Awards. These "Oscars of Outsourcing" showcase the top outsourcing relationships in the world. The program continues to be the only one that brings together the buyer and supplier to celebrate the mutual success and business value achieved through their outsourcing relationship. Our panel of six independent judges selected eight relationships that best represent the give-and-take necessary to achieve remarkable results in an outsourcing engagement. Here are their stories.
Helping Harvard Pilgrim Emerge from Receivership to Become a Leading Payor
U.S. News & World Report named Harvard Pilgrim Health Care the No. 1 commercial health plan for the last three years. That’s a dramatic recovery from the deathbed days of 1999 when the insurance company lost $227 million and fell into receivership. Outsourcing was the transfusion it needed.
Growing the Business to Drive Value
From the outset, Microsoft and Accenture implemented several best practices for success in strategic relationships. They included a gain-sharing incentive to keep their interests aligned and established performance-based milestones. Microsoft also made sure Accenture had enough funding to make the right decisions to keep the partnership successful.
Improving Customer Service Became the Key to Competitiveness
The worldwide mortgage markets have seen significant change even before today’s credit crunch. Cheltenham & Gloucester (C&G), the mortgage arm of the Lloyds TSB Group, had to change its fundamental business model to compete. Outsourcing and offshoring gave the mortgage operations the remodel it needed.
A Supplier Comes to the Rescue as a Hurricane Brings New Changes to IT
After Hurricane Katrina, Touro Infirmary's IT department had to get the IT infrastructure up and running amid the devastation. Siemens stepped in to help even before the two signed a contract so the hospital could reopen. Today the IT department is working on projects like electronic medical records and computerized physician order entry (CPOE) that would have been impossible before.
ENMAX Learns to Operate Successfully in a Deregulated World
The province of Alberta deregulated its retail energy markets in 2001. ENMAX Energy, an energy retailer in Alberta, Canada, faced a dilemma: It had a strong presence in the electricity market but its customers wanted a total energy solution that included natural gas. Outsourcing solved the immediate need to add natural gas to the mix and helped ENMAX grow its business.
How the “Unknown Unknowns” Forged a Great Relationship
National Life Group was unhappy with its IT supplier. It did not want to alert this supplier it was shopping, so its new supplier had a difficult time pricing the service since it could do no up-front diligence. Both buyer and supplier were surprised at the magnitude of the surprises. But they worked together through the difficult times, laying the basis for a successful future.
Fundamentally Changing the Way Universal Music Operates...for the Better
The music industry has changed more in the last two years than the last 20. That made Universal Music question everything about its business, especially since past financial success fostered a culture of focusing on creative flair rather than commercial best practice. Outsourcing its procurement to buyingTeam changed everything...for the better.
Offshoring Meets the Bank’s Business Demands
Royal Bank of Canada had more ADM projects than people to meet the expanding list, requiring it to somehow augment its ADM resources. Offshoring was the answer. However, a few areas of the bank had dabbled in offshoring with mixed results. No one shared learnings across the enterprise or coordinated governance or infrastructure. This relationship with iGATE did both and helped the bank grow.
 FAO Contract Characteristics: Ev erest Research Institute's report gives insight into changing contract characteristics by analyzing contract profiles, solution design and contract agreement. Preview document available.
Emerging Supplier Dilemma in the Remote Infrastructure Management Market: Examination of changes in the Infrastructure Outsourcing (IO) market impacted by maturing Remote Infrastructure Management Outsourcing. Preview document available. |
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 Locking in on High Performance
- Visibility, control and alignment: The challenge of maximizing the return on learning - August 2008
Putting partnership before process in recruitment process outsourcing
- Improved number of hires, operating efficiency and reduced costs.How enterprise-wide recruitment process outsourcing for a fortune 500 company produced proven results year after year. - August 2008
Remote Infrastructure Management: The New Outsourcing Frontier
- CompuCom's newest white paper by Tom Vetterani is now available. This white paper focuses on the trend toward remote managed services and how organizations can leverage these services to drive down costs while ensuring the highest level of service quality ... - August 2008
Maturing Outsourcing Market -- Impact on the Suppliers and Sourcing Advisory Markets
- Outsourcing - Supplier implications of a maturing market - August 2008
The Dawn of a New Era in HRO: Redefining the HR Outsourcing Provider Role & Relationship
- In the new world of HRO, engaging the individual and enabling employees and employers to act with confidence sets the definition for success. - August 2008
The Power of Partnering in Accomplishing Your Green IT Agenda
- There's a two-sided dilemma in achieving corporate green IT agenda items: the cost of not becoming green is high, and the cost of becoming green is also high. This paper discusses a solution for eliminating this dilemma and also reducing risk in implementi... - July 2008
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For a list of upcoming journal topics for 2008, click here.
Leveraging Opportunities from an ERP Implementation to Drive Enterprise Transformation.
- Download the Everest white paper by Marvin Newell -- Principal, Everest Group -- which discusses: two primary levers in transformational initiatives, potential magnitude of the transformational impact, and actions that an organization's leadership should ... - June 2008
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