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		<title>Sourcingmag.com Blogosphere</title>
		<link>http://www.sourcingmag.com/blog/</link>
		<description>Outsourcing Blogs at the Sourcingmag.com Blogosphere</description>
		<language>en-us</language>
		<copyright>Copyright 2004-2013Sourcingmag.com, CTQ Media</copyright>
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    	<ttl>60</ttl>

		<item>
			<title><![CDATA[Outlier Instances and KPIs Measurement]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1522</link>
			<description><![CDATA[I was reading an article about how measuring Average Handle Time (AHT) in a Financial Services company, did not allow a very eager Financial Services Agent to provide the best service she could have provided a customer.The customer wanted to do something on the Financial Services company online website, but ...]]></description>
			
			<category>
			<![CDATA[Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;F&amp;A&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Jobs]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1522</guid>
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			<title><![CDATA[Pricing as a Solution for Process Improvements?]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1521</link>
			<description><![CDATA[A simplification of Pricing your product or service could simplify a lot of your business processes and save you money in the long run! Hard to believe, but I can give you an example from my own recent experiences!Recently I was in both New York City and Washington D.C. In ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Ploys and Tactics&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1521</guid>
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			<title><![CDATA[Services and Handoffs]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1517</link>
			<description><![CDATA[Handoffs are encountered in Business Processes, whether they are In-house or Outsourced. Many are artifacts of the division of the different functions within a company. Like the Finance Department is responsible for the payment of a vendor on an Invoice even if the user has the budget and has approved ...]]></description>
			
			<category>
			<![CDATA[Blogger Bios&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Ploys and Tactics&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1517</guid>
		</item>

		<item>
			<title><![CDATA[Waste in Over Capacity]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1511</link>
			<description><![CDATA[We seldom think of Unused Capacity as a Wasted Resource! In fact, it can be a wasted resource that can be fatal to the long term survival of your company and even your industry!The Wallstreet Journal ran this story last Saturday - More Car Plants at Risk. It talks about ...]]></description>
			
			<category>
			<![CDATA[ADM / IT&nbsp;,&nbsp;BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Ploys and Tactics&nbsp;,&nbsp;Research&nbsp;,&nbsp;The Buzz]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1511</guid>
		</item>

		<item>
			<title><![CDATA[Recessions - Best Time for Business Process Improvement!]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1505</link>
			<description><![CDATA[Recessions are a great time to think about Business Process Improvement! In any case, you are already trying to cut costs, and you might as well take on larger efforts in cutting waste out of business processes. Of course, you can throw all kinds of new technologies like Document Management, ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Research&nbsp;,&nbsp;The Buzz]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1505</guid>
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			<title><![CDATA[Process Improvement Opportunities for BPO Service Providers]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1494</link>
			<description><![CDATA[BPO Service Providers, usually may not get an entire end-to-end business processes to be executed. They get bits and pieces of the business process, especially those steps that are manual, that they need to execute at their premises, in the same country or offshore.In Insurance Polciy Underwritiing or Health Care ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Research&nbsp;,&nbsp;The Buzz]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1494</guid>
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			<title><![CDATA[The 7 Deadly Sins of Performance Measurement and How to Avoid Them]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1486</link>
			<description><![CDATA[Michael J. Hammer, the famous Management Guru, wrote this article - The Seven Deadly Sins of Performance Management and How To Avoid Them in the MIT Sloan Review in 2007. It’s written for the larger topic of Performance Measurement as in Financial or Sales Performance but is just as applicable ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Ploys and Tactics&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1486</guid>
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			<title><![CDATA[Manufacturing Vs. Services - Value Stream Mapping Differences]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1483</link>
			<description><![CDATA[Value Stream Mapping, very simply put, tries to eliminate Non-Value Adding activities while speeding up Value-Adding Activities. For example, in Manufacturing a Toy, attaching two pieces of the toy together is Value Adding while filling out a Production Floor Log is Non-Value adding. This is from the point of view ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Ploys and Tactics&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1483</guid>
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			<title><![CDATA[Lean Improvement Is Green Improvement]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1465</link>
			<description><![CDATA[Green Enterprise is on the agenda of most corporations and organizations these days. Even the usually conservative Wall Street Journal published a whole section on Green Energies and Green Enterprise iniatives (Subscription may be required to see all the articles).In one of the interviews featured here, there is a very ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Ploys and Tactics&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1465</guid>
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		<item>
			<title><![CDATA[The True Cost Of Business Processes]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1431</link>
			<description><![CDATA[What percentage of a company’s revenues are spent in Business Processes - 5%, 10%, 15%? Guess again. It may be more like 30% to 60%. I did a little study about two years ago and wrote about it also here.The traditional knee jerk approaches to increasing a company’s profitability are ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1431</guid>
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		<item>
			<title><![CDATA[Don't look at TAT, look at Waiting Time]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1424</link>
			<description><![CDATA[Most Process Improvement efforts start usually looking at Turn-around Time (TAT) for each step in a process. This is useful but not as useful as looking time that is wasted in between process steps. This article shows how a hospital in Dallas reduced the waiting time to be admitted into ...]]></description>
			
			<category>
			<![CDATA[ADM / IT&nbsp;,&nbsp;BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1424</guid>
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		<item>
			<title><![CDATA[What constitutes Good Performance in Services?]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1422</link>
			<description><![CDATA[Following up on my previous blog entry on Performance Constraints here, I would like to follow up on some more ideas on how to do better Performance Optimization in Services.Usually in Services, a number of Key Performance Indicators like Efficiency Metrics (Average Handle Time, Average Speed of Answer, Average Hold ...]]></description>
			
			<category>
			<![CDATA[ADM / IT&nbsp;,&nbsp;BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1422</guid>
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		<item>
			<title><![CDATA[Importance of Visualization in Process Improvement]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1418</link>
			<description><![CDATA[Process Improvement is nicer to talk about as a concept and a ’Vision" thing than when it comes to actual action. I have seen many a company having company-wide, grandiose "Quality Improvement" goals with respect to business processes but failing miserably when it comes to realizing them in practice.I have ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1418</guid>
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		<item>
			<title><![CDATA[What's your Number 1. Process Improvement Technology?]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1416</link>
			<description><![CDATA[We were going on a vacation and wanted to do a bunch of errands like suspending the delivery of our local newspaper, the Wall Street Journal, asking the US Postal Service to hold our mail for some time. etc.I remember doing the same errands about a decade ago and what ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;F&amp;A&nbsp;,&nbsp;General&nbsp;,&nbsp;HRO]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1416</guid>
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			<title><![CDATA[Shared Services, Domestic Outsourcing and Lean Six Sigma]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1377</link>
			<description><![CDATA[Domestic Outsourcing is growing at phenomenal rates in India, much more than Offshored Services into India. Banks, Telecom Companies are all growing at such a breakneck speed and on top of that, you see the need to support your customers in 14+ local languages to begin with, you see the ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;F&amp;A&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1377</guid>
		</item>

		<item>
			<title><![CDATA[The Rise of Shared Services]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1372</link>
			<description><![CDATA[While a lot of attention has been paid to the terms "Outsourcing" and "Offshoring", "Shared Services" has been gaining a lot of momentum just since 2005. Shared Services are where companies centralize functions like Finance and Accounting, Human Resources (like benefits administration, new employee orientation, etc), Training, Recruitment, Purchasing, etc.Very ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1372</guid>
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			<title><![CDATA[How different are Service Processes from Manufacturing Ones]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1359</link>
			<description><![CDATA[Quite often, not a lot of thought is put into translating Six Sigma and Lean Methods from Manufacturing to Service Processes. Are they similar or different? Yes in some ways they are similar, and in other ways, they are not. Not knowing the differences can be quite costly!I have talked ...]]></description>
			
			<category>
			<![CDATA[Blogger Bios&nbsp;,&nbsp;BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1359</guid>
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			<title><![CDATA[Imploding Captive Offshoring Centers? Not Convincing]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1350</link>
			<description><![CDATA[CIO Insight Blogger Allan Alter writes with a provocative title about a new Forrester Group Study of Captive Offshoring Centers - Captive Offshoring Centers are Imploding. Allan cites the Research Study saying that the cost per person per month of a Captive Offshoring Center is about $4,944 as compared to ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;F&amp;A&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Jobs&nbsp;,&nbsp;Offshoring]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1350</guid>
		</item>

		<item>
			<title><![CDATA[How to Insource Business while Offshoring]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1336</link>
			<description><![CDATA[Sometime ago, I wrote a blog entry about how U.S and U.K companies should really exploit local fast growing markets in India and China, and not just stop with offshoring Software Development and BPO/ITES to them. Seems like my empirical observations about what is happening in India was right on ...]]></description>
			
			<category>
			<![CDATA[Blogger Bios&nbsp;,&nbsp;BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring&nbsp;,&nbsp;Research]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1336</guid>
		</item>

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			<title><![CDATA[Surprising and Dumb Results from Low Cost Country Sourcing Survey]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1320</link>
			<description><![CDATA[I participated in a Low Cost Country Sourcing (LCCS) Survey conducted by Darden School of Business at the University of Virginia. Recently they sent me an executive summary and there were the usual reasons for someone to look at LCCS. Not surprisingly, these were "Low Cost"!What was even more suprising ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Companies&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1320</guid>
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			<title><![CDATA[Reach Out and Fix Something! - BPO vs. Process Redesign]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1316</link>
			<description><![CDATA[Quite often, technology is viewed as a process automation solution - increasing the efficiency of an existing process and making it go faster and cheaper. However, there are some game changing developments in technology that creep up on you slowly (over a looong 5-year period as technology changes very fast!) ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1316</guid>
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			<title><![CDATA[Whale Oil, Technology and Business Process Redesign]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1306</link>
			<description><![CDATA[The history of whale oil is instructive for how technology can sometimes alter the rules completely. This will be the case with business processes if you just keep your eyes open for some fundamental rule-changing developments in the application of technology.The mid-18th century saw the peak demand for whale oil ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;Cool Tools&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1306</guid>
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			<title><![CDATA[Contracts cannot Compensate for Lost Customers]]></title>
			<link>http://www.sourcingmag.com/blog/blog.asp?bi=1285</link>
			<description><![CDATA[New Blogger Bob D’Amico has a very funny but profound cartoon in this forum about Contracts and Workplans!How so true in the context of Outsourcing, especially of Business Processes! We have already heard about Customer Service disasters with some computer companies who are still providing offshore customer support but with ...]]></description>
			
			<category>
			<![CDATA[BPO&nbsp;,&nbsp;Call Centers&nbsp;,&nbsp;General&nbsp;,&nbsp;Globalization&nbsp;,&nbsp;HRO&nbsp;,&nbsp;Offshoring]]>
			</category>
			<pubDate>Sat, 30 Dec 1899 00:00:00 -0700</pubDate>
			<guid>http://www.sourcingmag.com/blog/blog.asp?bi=1285</guid>
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