Baby Boom Generation of Contracts to Rebid or Renegotiate

Jerry Klawitter, Director, KPMG LLP Carlos Llaguno, Senior Associate, KPMG LLP You needed some creative solutions, needed to lower operational and labor costs, needed to free up staff for more strategic initiatives, needed to gain access to world-class capabilities, needed access to industry-specific expertise, needed to better align the internal IT organization with business requirements… [...]

Information Security and Outsourcing: In a constantly expanding enterprise, keeping up is hard to do

Greg Bell, Principal, CIO Advisory Today organizations struggle to really protect your information. That’s driven by a lot of different external trends. It could be increased regulation over certain types of data that you have to protect. It could be protecting some corporate secrets and intellectual property. Or it just could be making sure that [...]

Outsourcing Transitions that Work: Insights to the Most Critical Juncture in the Relationship

Charles Arnold, Principal, KPMG LLP The contract is signed, and the ink is almost dry. It’s taken a lot of time and effort to find the right supplier and negotiate the deal. But now, it’s finally done and the value can ensue. Not so fast. The most critical time in the lifecycle in any outsourcing [...]

Developing Sustainable Outsourcing Strategies is a Multi-Faceted Balancing Act

Jerry Klawitter, Director, KPMG LLP Today’s outsourcing buyers have a wealth of delivery, contractual, provider, and location alternatives from which to choose. Yet, despite their increasing maturity, many buyers are missing the mark in attaining the most advantageous and strategically value-added outsourcing deals. This is in large part due to the sheer complexity caused by [...]

If IT Doesn’t Get It, Neither Do You

You may think you own the global process, but if your global business services are dependent upon a disconnected or uninterested IT group, breakdowns aren’t far ahead. A longstanding fractious relationship tends to exist between process owners and technology owners.  Not to beat up exclusively on the IT folks, but with so much riding on [...]

Look Out World Here Comes China

The Chinese government through the Ministry of Commerce (MOFCOM) is highly engaged in growing BPO. There is significant commitment to build the necessary infrastructure and provide the proper business and tax incentives to make China as appealing as possible. Read this blog by KPMG LLP’s Gary P. Nowak to learn about his outsourcing location analysis trip that included Dalian China.

Is There Value in Paying Provider Performance Incentives for Over-Achieving Service Level Agreements (SLAs)?

John Masley, KPMG Management Consulting, Shared Services and Outsourcing Advisory Buyers of outsourced enterprise services–especially those with big hearts who want to do the right things for the right reasons–often ask us if financially incentivizing their service provider when it exceeds SLAs helps foster the partnership. In most cases, I recommend against it. Why? SLAs [...]

Best-of-breed Governance for Best-of-breed Deals

Mark Voytek, Managed Governance Services Leader, KPMG LLP (U.S.) In the past several years, the global outsourcing market for large single-provider deals has flattened. Instead, buyers increasingly are seeking best-of-breed providers for specific services. Shared services centers, meanwhile, are incorporating more services, more functions, and more third-party resources as they strive to improve productivity and [...]

Outsourcing and the Extended Global Enterprise

Marc Stark, Director, KPMG Shared Services and Outsourcing Advisory The Extended Global Enterprise (EGE) is the next level of maturity in global business services. In this model, leading companies are going beyond labor arbitrage and transactional processing. Instead, they’re breaking down functional silos and assembling capabilities – whether retained, outsourced, shared or distributed around the [...]

What to Look for in Next-Generation ITO Deals

Dave Brown, Principal, KPMG Advisory Services When you established your IT outsourcing agreement, you probably did the deal and put it in a drawer, so it may have been a few years since you’ve thought about IT contracts. But now that your contract is coming up for renewal, how can you make the most of [...]