Dan Twing

Why Frontier Airlines' decision not to outsource its call center is a smart move

Last October, I wrote about mounting consumer dissatisfaction with offshore call centers. I suggested that some companies would come to the realization that they could differentiate their company through a high service model including...

GAO report highlights importance of security controls when outsourcing

The Government Accounting Office (GAO), a non-partisan audit, evaluation and investigative arm of Congress, recently surveyed federal and state health insurance operators to determine the extent of personal information being shared...

Do outsourcers really know the costs of deals they have won?

Back in April, I discussed the issue of companies understanding their own costs in order to make good decisions about outsourcing. One reader recently suggested that I turn the tables and discuss the same issue from the outsourcer's...

A winning outsourcing relationship

The Outsourcing Institute, a subsidiary of outsourcing consultancy Everest Group, is now accepting nominations for the 2007 Outsourcing Excellence Awards. Nominations can be made by the buyer or the provider, but must be made by Sept....

The IRS finds that there are critics to every outsourcing deal

Benjamin Franklin said, "In this world nothing is certain but death and taxes.. If he were around today, perhaps he would add another certainty to that list - "There are critics to every outsourcing deal."

There are no losers when you focus on win-win situations with vendors

Most vendors are not out to get your budget dollars any way they can, with complete disregard to delivering value. And customers should not view vendor interactions as adversarial. Too often, the approach to managing vendors can be...

Testing if your shopping site is ready for the Christmas onslaught

While many of us are enjoying the dog days of summer, the last thing on most minds is Christmas. But anyone responsible for an online shopping Web site should be planning now for the 2006 Christmas shopping season.

China's grand outsourcing ambitions could be scuppered by its politics

China wants to be like India...a major destination for services outsourcing. A Shanghai paper recently ran a story on the 25th anniversary of Infosys, the first global outsourcing company in India. This sort of "legend" story telling...

Outsourcing is here to stay

Jack Welch, retired GE CEO, recently responded to a question about outsourcing in his weekly column Winning. The question: How can we change things in the United States so we don't have to outsource to India and other countries...

Tips to safely outsource your security functions

When making a security outsourcing decision, you not only have to trust that the company can competently do the work, but you have to trust that you can trust them. After all, you are handing them the keys to the kingdom.

IVRs vs. offshore call center operators - which would you rather deal with?

There has been much discussion over offshore call center outsourcing. Sometimes the focus is the effect on jobs, other times the focus is the quality of customer service. I wrote about customer service issues back in October,...

10 reasons why small businesses should consider outsourcing

Mega outsourcing deals are traditionally out of reach for small and midsize businesses, but that hasn't stopped some SMBs from outsourcing certain tasks such as payroll, benefits and other HR activities. However, big technology and...

IT chargeback and outsourcing

Trends in IT management, such as ITIL and ITSM have pressed IT management to link more tightly to the business goals and run IT more like a business. IT managers have recently been encouraged to think like they are service providers...

The quality of an outsourced job is still your responsibility

Twice before, I have written about how you can outsource IT work, but not the responsibility. The first time, I focused on general security aspects in outsourcing and the second time I focused specifically on data security. This week,...

The changing landscape of desktop management outsourcing

Most office workers depend so heavily on their desktop environments these days that when something goes wrong, work comes to a halt. People don't know what to do with themselves when they can't get at their e-mails, their contact...

The true cost of SOX compliance

Section 404 of the Sarbanes-Oxley Act leaves much to be interpreted when it comes to financial controls, and even more to be interpreted around required IT controls. One IT manager told me he thought it was an interesting coincidence...

Establishing understanding and trust in your outsourcing relationship

Everyone likes a good "project gone bad" story. This may be in part why the market perception around outsourcing is that more than half of projects go bad. You don't have to look far to find an article that makes this statement.

As offshore wages rise, is offshoring still a no-brainer?

I recently had several interesting discussions with middle and senior corporate IT managers about offshore resources. A couple of these companies had their own India-based staff and a couple of them were outsourcing to India-based...

On-demand software sold through traditional channels?

Software as a Service or on-demand software is becoming more popular with many different types of applications. In addition to the many CRM applications available on-demand, like Salesforce.com or SalesNet, there are a growing list of...

Outsourced functions require mgmt. best practices

Many organizations outsource IT operations because they just want the benefits without the hassle. Others have the internal capability, but find it more cost effective to outsource certain functions. Regardless of your internal...

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