There was an interesting short article in Computer World on Monday, August 27 that described a trend in which outsourcing customers are bringing disaster recovery back in-house. Having witnessed this debate on an ongoing basis several times, I read this article with a combination of cynicism and intrigue.
Outsourcing has had a difficult year in North America. There are many explanations, some point to quality concerns, some to governance concerns, and some to a reduction in value caused by the combination of labor shortages and currency fluctuations. All of these represent a change in the risk-reward analysis that many […]
To the uninitiated, call center outsourcing projects can appear quite complex, as they involve a wide variety of interrelated tasks and require participants from nearly all areas of an organization. The first implementation is a significant learning experience to all involved, as few internal projects have the same scope, with the added variables of an […]
TPI’s Peter Allen, in a recent blog posting in The Deal, asked whether it was better to offshore a business process using a captive or third-party model. Interestingly, the article offered no real conclusion to the question of which is better, but did highlight the most important aspect – and the biggest shortcoming – […]