Dan Twing


StrataVia aims to provide database administration efficiencies

I have received a number of e-mails from readers wondering if I will continue writing on outsourcing and how they can continue to receive future content. I am planning to provide similar content in the future from a blog or other...

Frontier Airlines continues to get it right on outsourcing

Back in September I praised Frontier Airlines for their decision to keep their customer call center in-house. A reader recently brought to my attention that in early November, Frontier decided to outsource their revenue accounting...

A lesson to be learned from Black Friday/Cyber Monday

Back in early August I wrote about outsourcing load testing to get online retail sites ready for the Christmas season - see “Testing if your shopping site is ready for the Christmas onslaught”. Well the Christmas shopping season is...

Unisys perspective on major outsourcing trends for 2007

I recently had the opportunity to speak to Joe Hogan, Vice President of Strategic Outsourcing Programs for Unisys. He shared insight into the major trends he sees for 2007 and how these trends will play out over the next 12 to 15...

What’s core to your business?

One of the most contentious points about outsourcing can be the debate over which functions are core and which are non-core and therefore good candidates to be outsourced. Some functions are so obviously non-core that most companies...

Capability Maturity Model Integration

The Capability Maturity Model was not widely adopted by U.S. companies outside of government or military projects even 6 years ago. But CMM and now Capability Maturity Model Integration, or CMMi, has been a strategic component of the...

The 'Winner's curse'

Clients do not win by squeezing outsourcing vendors on price to the point that they cannot deliver good results and still make a fair margin. This is a concept I have discussed in this newsletter many times and is supported in the...

The competitive reasons for outsourcing

A few weeks ago, when writing about companies shifting call center work back in-house, I touched on how outsourcing affects competition as well as the broader economic impact of jobs going offshore. Recently, I read this letter to the...

Business continutity plans of India's largest outsourcers put to the test

The largest Indian outsourcers have put significant effort behind process structure such as CMM Level 5, COBIT and other formalized approaches. They have exhibited very professional and mature approaches to IT and other business...

Another move to value customer service: AT&T brings its call center in-house

It was just two weeks ago that I wrote about Frontier Airlines choosing to do its call center in-house for service delivery reasons. Now AT&T appears to be doing the same thing with the technical support desk for its DSL service....

A look at Unisys - now more services provider than hardware manufacturer

Unisys has a legacy in computing that rivals Big Blue. From the roots of Buroughs, Sperry and Rand, Unisys was formed in 1986, and has a history back to the beginning of electronic computing in business and science. Unisys began to...

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