Articles


Broad Industry Topics

Center Points for Essential Outsourcing Contracting Terms, by Rich Fogel, Partner, TPI, and Chris Kalnik, Partner and Chief Knowledge Officer, TPI
With the benefit of unequalled access to the range of contracting terms that result from negotiations between buyers and the industry’s leading service providers, TPI has concluded that there are important “center points” for certain contracting terms that reflect the evolution of the global outsourcing marketplace during the past two decades.

Through understanding the reasons for today’s essential contracting key terms and conditions and by acknowledging the “new center,” industry participants will have a greater likelihood of reaching and maintaining successful outsourcing agreements.


Customer Relationship Management

Outsourced CRM: Keep the Strategy, Lose the Infrastructure, by Peter Allen and Mike McMenamin (207kb, PDF)
In this article, Allen and McMenamin discuss maintaining control over CRM strategy; deciding if outsourcing makes sense; challenges of outsourcing CRM; the sourcing relationship management success formula; and staying connected and retaining customers. Also included are industry examples of successful CRM practices.


Finance & Accounting

Ensuring Information Security when Outsourcing, by Karen Ikeda, published in FAO Today magazine. (69KB, PDF)
In today’s challenging business climate, every organization needs to get more out of the resources at its disposal. And nowhere is this truer than in the CFO’s office and the finance and accounting (F&A) organization. TPI Partner Karen Ikeda discusses the process that can increase value in your sourcing relationship and mitigate the security risks associated with F&A outsourcing. This article appeared in FAO Today’s Nov/Dec 2005 issue.


Global Service Delivery (Offshoring)

Managing Offshore: Mastering Global Service Delivery, by Mark Mayo (810kb, PDF)
This article (Pages 16-19) discusses the differences among providers in terms of customer references. The relatively recent increase in the use of large-scale, global service delivery models has brought to light factors of significant variations in time zones, complicated travel logistics, and cultural and communication issues that have further complicated remote service delivery. Corporations can overcome these challenges and derive the anticipated value of their global sourcing relationships, by addressing two major aspects of these relationships.


Human Resources

Change Management: a Key to Successful Outsourcing, by Scott Gildner, Partner & Managing Director of HR Advisory Services, TPI, Inc, published in HRO Today magazine. (133KB, PDF)
TPI Partner Scott Gildner discusses Change Management: a Key to Successful Outsourcing. Read the full article, published in the June issue of HRO Today magazine.

HRO Enters a New Phase, by Scott Gildner, published in HRO Today magazine. (143KB, PDF)
Reaching quality goals has proven elusive, but as large providers eye value-added services, expect an explosion of new offerings to draw more buyers to the table, according to Scott Gildner, TPI Partner & Managing Director of HR Advisory Services.

HRO Europe: A Match Made in Heaven, by Dennis McGuire (74kb, PDF)
This article provides reasons why TPI anticipates that HR will be a leading, if not the leading, form of BPO in Europe.

HRO Today: When HRO Moves Offshore, by David McGee (64kb, PDF)
This articles provides questions that executives should ask when deciding to move offshore or not. Outsourcing contracts generally include provisions to ensure the client retains certain important control rights. When an enterprise engages a provider to deliver essential services, it is customary that the relationship be built upon a foundation of business terms that recognize the client’s retained accountability. McGee also discusses control rights and concerns.

IHRIM: Seven Steps to a Successful HR Transformation by Rosemary Collins (109kb, PDF)
No matter how narrowly you define it, HR transformation carries high expectations of a substantial organizational change. Here's how savvy HR organizations achieve success.


Service Management & Governance

Computerworld: Managing the Seams Between Multiple Outsourcing Relationships, by Shawn McCray (21kb, PDF)
In this article, Shawn McCray discusses how many companies, including Boeing, Motorola and Proctor & Gamble, are outsourcing to multiple service providers, choosing the best one for each type of work. While this model has many advantages, it poses challenges as well, since successfully managing the “seams” where services intersect requires a well-considered and consistently applied strategy.

Sourcing Management: The Foundation and Tools, by Shawn McCray (323kb, PDF)
This article provides key building blocks associated with an effective Sourcing Management organization, in addition to insights from recent research supporting technology. McCray discuss forming a foundation based on sourcing management competencies; taking steps to ensure consistent policies, responsibilities and process; and utilizing sourcing management tools as part of a robust Sourcing Management strategy.


Shared Services

Shared Services: Are You Ready to Move Forward?, by Bill Frech, Partner, Finance & Accounting practice, TPI, Inc, published in FAO Today magazine. (60KB, PDF)
Interest in shared services is on the rise again. This operational model promises many advantages. But if your firm is considering its first foray into SSO, it is important not to jump on this bandwagon without thoroughly assessing your organizational readiness for such a strategy.