| 06/29/11Pharma R&D Outsourcing: Strategic Imperative or Selling the Family Jewels?Traditionally, most pharma firm’s value proposition has been strongly tied to its research and development (R&D) capabilities. But with industry growth predictions hovering around 1 percent over the next five years, RDO is fast becoming a necessary and strategic approach to maintaining a healthy, innovative pharma industry. |
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| 08/05/09Defining Next Generation Health Care Contact Center StrategiesContact centers - whether serving external customers, business partners or internal employees – are a mission critical component of any organization’s operations. This is especially true for health care organizations, where accuracy and empathy play such important roles in resolving customer, member and provider inquiries. Yet many health care organizations, along with their customers and employees, are not satisfied with their contact center performance. While some of this is a function of unrealistic expectations, it is also the result of poor and costly service. |
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| 06/05/09Assessing the Opportunities for Document Services Outsourcing in the Healthcare IndustryDocument services, especially those related to print, mail and related outbound patient and client communications, represent a costly and labor-intensive operational area in any healthcare organization. There are outsourcing options that healthcare organizations should evaluate as a potential means to reduce cost, improve process performance and provide a stepping stone for electronic health records management. |
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| 08/01/08Outsourcing Trends in the Financial Services IndustryThe industry is one of the most dynamic, influential and competitive global markets and is also one of the most highly regulated. Success requires innovation, aggressiveness and risk-taking while efficiently and effectively heeding regulatory mandates. Innovation in services delivery models - whether through shared services or information technology or business process outsourcing (ITO/BPO) - is increasingly common. Aggressive cost cutting - to remain competitive as well as to proactively take advantage of lower cost delivery markets - is also key to success. M&A activity is creating opportunities to reinvent delivery models and shift work historically performed internally to new, lower cost locations and/or to external service providers. This Perspective will assess various service delivery options in the financial services industry. It will also review ITO and BPO adoption and satisfaction levels as well as future outsourcing investment plans, and it will identify benefits typically sought in these outsourcing efforts. |
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| 05/01/08EquaTerra Position: Creating a Storybook EndingStorybook endings usually result from heroic effort. In the case of outsourcing, heroic means finding the courage and making the extraordinary effort to look inward as well as forward, knowing that regardless of a venture’s logic on paper or anticipated financial pay-off, people will be what makes it successful. This Position paper offers six tips for “living happily ever after” with your outsourcer, including involving stakeholders early, gathering feedback and ensuring people understand expectations. |
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| 11/01/07Are Clients Happy?In 2006, over 750 CxOs and senior executives participated in EquaTerra's (formerly Morgan Chambers) European Service Provider Performance Study. This article provides a quick insight into some of the key findings and explains why it is so important to be aware of customer satisfaction. |
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| 09/27/07Defining Next Generation Contact Center StrategiesContact centers are a mission-critical component of any organization�s operations regardless of whether they serve customers, business partners or internal employees. Yet stakeholders often remain dissatisfied with contact center performance. This is partially due to unrealistic expectations, but more often the result of poor and costly service. Over the past 10 years, contact centers have benefited from advances in information and telecommunication technologies, particularly as enablers for customer self-service, and the growth of alternative service delivery models, such as domestic and offshore outsourcing. These advances offer great potential to improve service quality and reduce costs, yet many organizations have struggled to determine how best to take advantage of these developments. Today, organizations must embrace and exploit both new technologies and service delivery models in order to attain service improvement and cost reduction. |
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| 01/01/07Outsourcing Trends in Pharmaceutical IndustryThe pharmaceutical, life sciences and biotech industries are facing many of the same challenges and pressures that are driving organizations in other industries to undertake ITO and BPO. What has been the uptake for ITO and BPO in the pharma industry? What are the benefits buyers are seeking and to what degree have they been achieved? What are the key lessons learned and the future direction of outsourcing? This Perspective begins to answer some of these questions and focuses on process areas including IT, F&A, HR, procurement and call center. |
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| 07/01/06EquaTerra Perspective: Measuring and Managing Outsourcing Satisfaction and Success -- an Executive SummaryA key challenge for any organization undertaking ITO or BPO is to ensure the goals of these efforts are actually achieved. These goals, often a combination of cost reduction and process improvement, are generally called out in contractual arrangements or service level agreements (SLAs) between buyers and service providers. Organizations often find it challenging to capture these goals in a legal contract, and an increase in performance-related – and subjective – goals from outsourcing, such as the ability to shift focus to more strategic activities, makes it more difficult to measure success against these goals. |
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