SLA
How to Build a Successful Outsourcing Partnership
October 10 by Dave HughesIn the latest "Ask the Expert" column, Dave Hughes provides some simple steps to help you establish and maintain a successful BPO partnership
Negotiating SLA’s for Good Vendor Management
December 08 by Jeanette NydenThis past summer, I co-negotiated a complex supplier agreement. Like many of you who’ve rushed the deal over the finish line, my colleague literally got the signature the late afternoon of the last da...
The Paradox of SLA’s in Trusted Relationships
July 27 by The Shared Services & Outsourcing Network EditorEd Hansen, Partner at McCarter & English, exposes the divergent issues underlying outsourcing agreements The reason Service Level Agreements exist within contracted services is because, fundamenta...
Customer Service and Outsourcing – Bridging the Gap
May 06 by SSONInterview by Alex Holderness, SSON We’re starting to see some real changes in the Shared Services industry. Whilst the earlier focus on delivery cost remains important, the all-in cost t...
Q&A: Michael Colicchio, Celanese , Hungary
January 10 by SSONJust 30 months ago, Michael Colicchio, Director for Global financial Shared Services for Celanese was approached to launch and manage a Shared Service Center for Celanese in Budapest, Hungary. The...
SLAs: Key tool for customer relationship management?
January 10 by SSO NetworkBased on my experience, I believe a good service level agreement, backed up by solid performance metrics, a robust pricing mechanism and a strong customer management plan, results in a win-win partner...