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Key Activities of the Outsourcing Lifecycle: Part III

This Executive Report by Dr. Sara Cullen is the third in a four-part series on the outsourcing lifecycle. The series is based on a detailed understanding of the outsourcing experiences of 107 organizations. This report picks up where Part II left off and takes you through the final building block of the Architect Phase (Design) and the two building blocks of the Engage Phase (Select and Negotiate), the first two of four phases in the outsourcing lifecycle. These building blocks will have a crucial effect on how successful your outsourcing initiative will be.
July 31, 2009 | Authored By: Sara Cullen

Remembering Ken Orr

Our friend and colleague Ken Orr passed away on June 14. Ken was a true intellectual. A highly skilled technologist, Ken was a philosopher at heart, who took a genuine interest in everyone he met; he listened closely and was generous with his kind and thoughtful words. We invite you to add your stories and memories in the comments section below.
June 15, 2016 | Authored By:

Difficult IT Conversations, Part 2

In the field of IT, measures are intended to frame discussions. Often, having the wrong measures, or no measures at all, results in difficult conversations. The substantive issues are clouded when information is sketchy, leading to disputes and fractured negotiations.
July 1, 2000 | Authored By: Michael Mah

All the World’s a Sound Stage: The Digital Transformation Journey in the Era of Hollywood Economics

The digital world, with its liberal economy, innovative startups, universally accessible infostructure, and consumerized technology, is a heavy train racing toward any business stuck on the crossing between the past and the future. In this article, we attempt to provide readers with some orientation for the difficult — though in many respects also rewarding and exciting — journey of digital transformation.
September 19, 2016 | Authored By: Borys Stokalski, Bogumil Kaminski

Risk Management for E-Business

Due to the increasing global nature of business, as well as the rapid growth of e-business, the number and scope of risks and opportunities for e-businesses is rising on an unantic
November 30, 2000 | Authored By: Carole Edrich

Smart Service Automation: Benefits, Cases, and Lessons

With the introduction of robotic process automation (RPA) and cognitive automation (CA) tools, potential adopters of these new types of service automation tools remain skeptical about the claims surrounding their promised business value. Potential adopters want to know why organizations are adopting service auto­mation, what outcomes they are achieving, and what are the practices that lead to achieving multiple business benefits. To answer these questions, we conducted two surveys of 143 outsourcing professionals along with interviews of 48 people, including service automation adopters, providers, and advisors. From the inter­views, we identified 20 adoption journeys. This Executive Report documents the RPA “triple win” — for shareholders, customers, and employees — emerging from the successful organizations we researched. We also detail eight RPA and CA adoption cases to show how automation was carried out, and the multiple emerging benefits. Finally, we outline 20 action principles, which other organizations can enact, to deliver such outcomes.
April 18, 2017 | Authored By: Mary Lacity, Leslie Willcocks

The New IT Organization

As the Internet reshapes the business landscape, companies are racing to deploy customer-and-supplier-driven solutions at every level of the enterprise.
June 30, 2000 | Authored By: William Ulrich
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