Everything Must Go: Business Process Outsourcing

Eager to focus on the things they do best, companies have turned to business process outsourcers for virtually everything else.

Has Outsourcing Gone Too Far?

Farming out in-house operations has become a religion. Faith must now be tempered by reason.

Why Outsource? Multiple Perspectives on Outsourcing

Outsourcing has long been the subject of management studies. Though the issue has been analysed from multiple perspectives, a unified, coherent view of outsourcing is still lacking. In this Working Paper, Professors Dalsace and Cool, along with Nicola Dragonetti, identify the major rationales for outsourcing and test these against data for French small and medium-sized enterprises. Their results are surprising and have … [ Read more ]

Classic Outsourcing Blunders

“…the basic concept is outsourcing. And seeing as we’ve had a quarter century to work out the kinks, you’d think that by now it would be a trouble-free, fill-in-the-blanks process. But you’d be wrong. Outsourcing, it seems, is one place where it’s a snap for history to repeat itself-with some calamitous results. While many companies have undoubtedly saved money, several others have seen costs spiral, … [ Read more ]

Call Centers: Here, There, And Everywhere

Article discusses the trends and issues involving distributing and/or outsourcing customer call centers.