The Competitive Power of Dynamic Field Sourcing
|
|
- Reginald Nicholson
- 8 years ago
- Views:
Transcription
1 The Competitive Power of Dynamic Field Sourcing July 15, 2007 Martin Reader Executive Vice President Sales and Marketing Field Solutions, LLC Copyright 2007 Field Solutions, LLC page 1
2 A Strategic Imperative: A Field Service Breakthrough With globalization of sourcing for equipment and services, the competitive intensity in virtually all industries is accelerating. In a world of global outsourcing, one frontier remains: finding a high performance, cost effective Quality Field Services strategy. There is a growing demand for a breakthrough in field service, especially in the technology arena, to keep pace with the economic and performance breakthroughs throughout the rest of the product value system. Locating and delivering quality field services in North America, especially for technology and equipment providers, is increasingly a competitive factor underlying success or failure in the marketplace, and leading manufacturers are increasingly aware of this challenge and opportunity for advantage. Underlying this strategic shift, are three core realities: The customer markets are raising the requirement for North American-wide efficient, high quality field service capability. The product development and delivery economic structure is shifting, driving increased focus on economic cost benefit of effective continental field service solutions. The North American labor markets are expensive and increasingly have more specialized skills - creating new and ever increasing challenges to field service performance. The Shifting End-Client Market: Customer concentration, national and global scale, and technology touching the end-users, all drive a demand for a strategic shift in field service. In the past decade, the food service industry passed the milestone of 50% of all units being operated by national chains. In the past decade, money center banks have expanded nationally at breakneck pace through acquisition; the first national healthcare providers have emerged; the airline industry has consolidated to less than 10 major providers controlling virtually the entire industry; chain retailers, the big box retailers, have conquered the electronics, home hardware, office supply, pharmacy, linens, toys, and other retail segments previously served by local and regional retailers. Many other industries continue consolidating into the national chains such as lodging and hotels, financial services, trucking, and others. And new industries are further exploring national reach including the education market, the home health care providers, local transportation (taxi and limousine services), auto retail and repair, among others. What this means to technology and service providers is that to serve these emerging titans well, the providers have an imperative to deliver system-wide capabilities, covering wide geographic areas matching their customers systems reach, matching their customers increased focus on their own core competency, and matching their customers increasing sophistication of Copyright 2007 Field Solutions, LLC page 2
3 measuring the impact of new programs and investments on their end customer satisfaction and overall business results. The impact of a less than perfect deployment or service model has become magnified as the scale and complexity of the customer and the required service and deployment programs have expanded. Now instead of the costs of a hundred units, it is the cost of 50,000 units. Instead of the service challenge of 50 calls a week in 3 states, it is 1000 calls a week across 40 states. Instead of having a field service coordinator, the technology and equipment provider or the end client has to deploy a program office to handle the complexity of skills, timing and activity coordination to make sure the jobs get done right. How many times does management have to hear the refrain focus on your core business? Is your core business technology design build, or field service? For most technology and equipment providers it is the equipment itself, not building a national, dynamic, field service organization that can be deployed ad hoc. If you do have and continue to deploy a national service capability, then flex resources supplemental resources, available when and where you need them - can drive down your operating costs and improve your on time performance. If it is not your core business, access to an outsource field service resource, or field source, can be the enabler of your competitive product strategy. National companies worry about national performance issues, and so are measuring customer satisfaction and loyalty with ever increasing intensity. Is your field service affecting their business result? Increased sophistication in measuring program impact on the end user, and program achievement of projected return on investment in the marketplace are major levers in national companies competing against their peers and local rivals. With technology becoming the face of the national offering (think of the kiosk check-in for airlines and hotels, the demo kiosk in the computer store, the self check out aisle at the supermarket) the technology provider s service program is increasingly closer and more critical to the sophisticated national company s customer interface and experience. The Final Frontier for Cost Optimization: National Field Service In analyzing operating profit and loss, or new technology development and build pro forma, one is struck by how tightly optimized the cost structure is. Parts and assembly are procured on the global stage. Quick turn around time prototyping is outsourced globally. Software and controls revisions are no longer mailed out, but are electronically downloaded through an outsource service. Promotion and sales expenditures are optimized across channels and automated with high levels of self-service. Customer service is outsourced globally. Every operation is six sigma or lean controlled and measured. Cost optimization has not yet reached into one of the last large cost components; that of deploy/service the arena of field service. Today, just as 30 years ago, hardware and equipment manufacturers have just two choices: (1) build an expensive domestic internal national field Copyright 2007 Field Solutions, LLC page 3
4 service organization and work to make it as efficient as possible, and a value added point of differentiation, or (2) establish program offices and wade through up to six layers of dealer, distributor, national/regional/local field service provider, and independent contractor to deploy a national field service footprint. If you choose the latter course, as many companies do, then you are faced with fragmented sourcing, training, assigning, monitoring, payment and reporting systems. It is manual, it is time and resource intensive, and it is inherently inconsistent. You have the perpetual challenge of wooing the service layers to participate at the quality and cost level you have budgeted. The end business result is that your competitive position is driven by a complex service layer frequently out of your control. The Final Frontier of outsourcing: Field Sourcing, becomes strategic option number three for technology providers, and has the potential to break the code for cost and performance advantage and differentiation. The Field Service Labor Gap: Availability, Costs and Skills, The North American workforce situation is stabilizing, however not to the benefit of companies seeking to deploy qualified, capable field service technicians at a reasonable cost. The areas of stability all work adversely to this need: steady low rates of unemployment, steadily increasing costs of healthcare and workers compensation, steadily decreasing numbers of technology trained workers, steady demographic shift away from the core field service candidate with relatively fewer young, technology educated males entering the workforce, and steadily increasing geographic barriers (including traffic congestion) making field service work ever more onerous. The mechanism for bringing field service technicians to the work opportunities haven t changed significantly in decades. Post a job, hire to plan, elbow-to-elbow training, and make do. When there is turnover, the management team has to step in to fill the gap until a replacement has been on-boarded. In fact, 92% of all absenteeism is filled in by co-workers absorbing the workload of the absent employee, impacting their satisfaction, on time performance, and quality. Certainly some innovations have become available. More on-line recruiting services are in place. More on-line screening and verification services, and more remote training options are available today than previously. But, as field service requirements grow in scale and complexity, are these enabling technologies keeping up with service program demands? Are the economics of field service being maintained or improved? Is the quality of field service, as measured by the clients in terms of speed of response, quality of experience, and quality of technology deployment keeping up with the quality expectations of customers? Copyright 2007 Field Solutions, LLC page 4
5 To achieve a strategic breakthrough in field service in the face of the current labor environment a new paradigm is needed. One solution is the Field Sourcing model that couples an internal field resource with an ad hoc dynamic skilled labor pool. A service model - where the dynamic resources are fully screened, trained, certified, and scheduled with ease, in a single program management step, and where the customer experience is assured - is the new field service labor strategy goal. Field Sourcing : A Competitive Strategy Can field service strategy be a competitive differentiator for technology providers? It has to be. As the customers achieve enormous scale, broad geographic reach and sophisticated operating infrastructures and measurement systems, their providers must grow with them in scale, reach and measured performance. As technology gets closer and closer to the end user experience, versus being a back room operation, field service needs to become faster, more perfect, and more universally available. As technology providers further optimize their cost structures, field service must become equally optimized, not just for cost as a percentage of total revenues, but as a continually declining percentage, as a continually declining real cost per operation, and as a continually improving return on capital invested in service program management. Transformation to an optimized Field Sourcing model is a strategic imperative, and new providers will enable this transformation. About the author Martin Reader Executive Vice President Sales and Marketing Field Solutions, LLC and FieldMart.com Marty s business career includes over 25 years of experience in business-to-business services primarily serving in field-centric services companies, including thought leadership roles in marketing, service design, outsourcing and human resource strategy and analytics. Previously Marty has been General Manager of Productivity Analytics and also Chief Marketing Officer with Reed Group, a leading occupational health services provider. Prior to Reed Group, Marty was General Manager of the Strategy and Analytics Practice for The Cedar Group a global Human Resources technology consultancy. Marty oversaw the Cedar Workforce Technologies Research initiative, and managed the consulting practice that delivers HR technology strategy assessment, business cases, and research guidance to HR software and service providers such as Oracle, PeopleSoft and ADP as well as directly to large corporations. Previously, Marty has held senior management and marketing positions with global leaders including Marriott, Ecolab, G&K Services, and IBM. Marty earned his MBA in finance and marketing from Cornell University, and his BA in economics from Colby College. Copyright 2007 Field Solutions, LLC page 5
6 About FieldMart FieldMart connects clients to field service providers. From single order break/fix to complex national field programs, technology providers achieve a breakthrough in the Total Cost and Performance of their field operations with the perfect balance of automation, quality assurance, and program customization. Our mission is to deliver highest quality field service results, create extraordinary value, and continually enhance our clients and members field service experience. FieldMart, Quality Field Sourcing delivers a strategic competitive advantage to our clients by providing a single source automated, dynamic North American field service infrastructure enabling transformation of their field service system into an optimized efficient and high quality performance model. For more information visit us at or call Marty Reader, EVP Sales and Marketing at Copyright 2007 Field Solutions, LLC page 6
Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy
Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy Recruitment Process Outsourcing (RPO) has undergone a seismic shift over the past few years. Long viewed as
More informationOracle Buys Taleo Adds Leading Talent Management Cloud Offering to the Oracle Public Cloud
D R A F T Oracle Buys Taleo Adds Leading Talent Management Cloud Offering to the Oracle Public Cloud April 5, 2012 Oracle is currently reviewing the existing Taleo product roadmap
More informationHR Technology Strategies that Work in Healthcare. Background
HR Technology Strategies that Work in Healthcare Shawn Davis Intermountain Healthcare Background Shawn Davis Director, HR Workforce Solutions & Analytics IHRIM Board of Directors (2009-2011) HRIP Certification
More informationSMART SOURCING A MARKET FOCUSSED RECRUITMENT SOURCING STRATEGY
SMART SOURCING A MARKET FOCUSSED RECRUITMENT SOURCING STRATEGY EXECUTIVE SUMMARY The key drivers that drive talent acquisition in good times and bad times, in tight labor markets or soft ones largely remain
More informationRecruiting Recovery Finding Hidden Budget Dollars in Optimized Recruiting Practices
Recruiting Recovery Finding Hidden Budget Dollars in Optimized Recruiting Practices HRsmart October 3, 2012 2 Introduction Carl Kutsmode Partner Talent Acquisition Management Consultant with over 18 years
More informationSTRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES
STRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES BERLIN, 21 MAY 2015 Julia Howes Mercer Workforce Analytics & Planning A WORKFORCE TSUNAMI IS APPROACHING COPYRIGHT MERCER 2015 STRATEGIC
More informationHUMAN RESOURCES IN PUBLIC EDUCATION Where are we? Where should we be? Where HR Divisions should be. Where most HR Divisions are
HUMAN RESOURCES IN PUBLIC EDUCATION Where are we? Where should we be? Human Capital Management Human Resources Department Personnel Department Levers: Differentiated Pay Career Ladders Distribution of
More informationU.S. Nuclear Regulatory Commission. Plan of Action Strategic Workforce Planning
U.S. Nuclear Regulatory Commission Plan of Action Strategic Workforce Planning January 19, 2001 Strategic Workforce Planning Plan of Action January 19, 2001 Content Overview This plan of action outlines
More informationLawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care
Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Healthcare organizations continue to experience an alarming erosion of their operational foundation,
More information7+ years in Human Capital Management Consulting. Industries: Telecom; Media; Automotive; Energy; Airline; Banking
2 years at Cox Enterprises 7+ years in Human Capital Management Consulting Industries: Telecom; Media; Automotive; Energy; Airline; Banking Previous Employers: Wipro Consulting Services, Buck Consultants,
More informationORACLE TALEO: COMPLETE CLOUD TALENT MANAGEMENT SOLUTION. Cyril Kayem HCM Principal Sales Consultant Oracle Middle-East & Africa Operations
ORACLE TALEO: COMPLETE CLOUD TALENT MANAGEMENT SOLUTION Cyril Kayem HCM Principal Sales Consultant Oracle Middle-East & Africa Operations Why Should You Care? Oracle Acquires The #1 HCM Recruiting Cloud
More information9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS
Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a
More informationOUTSOURCING. Outsourcing Mission-Critical. Communications to Improve. Customer Relationships. DST Output
W H I T E P A P E R OUTSOURCING DST Output Outsourcing Mission-Critical Communications to Improve Customer Relationships 1 OUTSOURCING Successful outsourcing allows companies to focus on their core competencies
More informationWhite Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence
Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,
More informationIBM Certification White Paper. The value of IT Certification
IBM Certification White Paper The value of IT Certification Contents 1 Overview of IT Certification 2 Value to Organization 5 Value to Individual 7 Value to Solution Provider 9 Summary 10 Recommendations
More informationRecruitment Process Outsourcing Market Segment: Overall
NEAT EVALUATION FOR CIELO: Recruitment Process Outsourcing Market Segment: Overall This document presents Cielo with the NelsonHall NEAT vendor evaluation for Recruitment Process Outsourcing (Overall market
More informationPEOPLESOFT HUMAN RESOURCES
PEOPLESOFT HUMAN RESOURCES Created by industry veterans, Oracle s PeopleSoft Human Resources applications combine advanced technology to support complex business process with the simplicity of familiar
More informationIT Workforce snapshot
2013 IT Workforce snapshot TEKsystems IT Workforce Snapshot is designed to provide a high-level view of trends impacting IT spending, IT employment, workforce supply and demand, compensation and geographical
More informationHow Insurance Companies Can Beat the Talent Crisis
Financial Services How Insurance Companies Can Beat the Talent Crisis Staying competitive through integrated talent management How Insurance Companies Can Beat the Talent Crisis Staying competitive through
More informationTop 6 Healthcare HR Tech Trends for Strategic Decision Making
Healthcare Top 6 Healthcare HR Tech Trends for Strategic Decision Making April 8, 2015 Stacey Harris, Vice President, Research and Analytics @StaceyHarrisHR Ricky Arredondo, Healthcare Solutions Architect
More informationTalent DNA that drives your business
Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment
More informationTechnology and Management Trends For Emerging HR Leaders 2015
Technology and Management Trends For Emerging HR Leaders 2015 The Human Resources landscape is changing at a rapid pace. The traditional HR role has evolved from that of a business function to that of
More informationManaged Solution. for Staffing Industry
Managed Solution for Staffing Industry Abstract As staffing industries are being challenged with revenue growth, the focus area for them is to reduce their back office costs continually, streamline the
More informationWhite Paper. The Hidden Benefits of Human Resource Business Process Outsourcing (HR BPO) SOURCING ANALYTICS
Helping Companies Optimize Their HR/ Benefits/Payroll Service Partnerships White Paper The Hidden Benefits of Human Resource Business Process Outsourcing (HR BPO) Contents Executive Overview 3 About the
More informationSUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
More informationIs Recruitment Process Outsourcing Right for Your Organization?
Is Recruitment Process Outsourcing Right for Your Organization? Here s What to Consider In a move to control costs as well as plan for the future, companies are increasingly turning to recruitment process
More informationThree Strategies for Implementing HR in the Cloud
Three Strategies for Implementing HR in the Cloud Adoption of cloud-based, software-as-a-service (SaaS) human resource management systems (HRMS) has become one of the hottest trends in HR. According to
More informationSourcing Gets Smart. Revamping Strategies, Rethinking Technology. April 2012 Madeline Laurano
Sourcing Gets Smart Revamping Strategies, Rethinking Technology April 2012 Madeline Laurano Sourcing Gets Smart: Revamping Strategies, Rethinking Technology Sourcing is the foundation of any successful
More informationdeeper Transformation in the contact center environment
IBM Business Consulting Services Transformation in the contact center environment Balancing cost, the customer experience and revenue enhancement to truly differentiate the contact center. deeper Executive
More informationBusiness Intelligence
Leveraging Pre-Built Analytics for HCM Business Intelligence Phinu Koovakada Oracle BI Practice Manager Advanced d Technology Group 1 Copyright 1998-2010 KBACE Technologies, Inc. Agenda Economic Challenges
More informationManaging Third-Party. Service Providers. An Astea White Paper WHITEPAPER
Managing Third-Party WHITEPAPER Service Providers An Astea White Paper Introduction For companies with a rapidly growing customer base, meeting an expanding demand for field service can be daunting. You
More informationCareers in Management Information Systems
Careers in Management Information Systems In today s high-tech and globally competitive world, effective information systems management plays an important role in business success. However, a critical
More informationThe Evolution of Cities
Connected Cities The Evolution of Cities Systems of Intelligence Systems of Business Intelligence Mobile Engagement PCs Systems of Record Data Science Social Cloud Mainframe 1960's 1980's TODAY Disruptors
More informationDefinitive Guide to Managed IT Services
Evolution of the MSP Information Technology represents less than 10 percent of the global economy. Think of it this way: restaurants are food services companies. Airlines are transportation companies.
More informationGlobal Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com
WHITE PAPER Monetizing the Cloud: XaaS Opportunities for Service Providers Sponsored by: EMC Brad Nisbet March 2011 Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015
More informationCedarCrestone 2013 2014 HR Systems Survey Highlights. In Denver!
CedarCrestone 2013 2014 HR Systems Survey Highlights HR Technologies, Deployment Choices, and Metrics 16 th Annual Edition In Denver! Lexy Martin Vice President, Research and Analytics CedarCrestone alexia.martin@cedarcrestone.com
More informationBest Practices for Transforming to a Multi- Channel Contact Center
Best Practices for Transforming to a Multi- Channel Contact Center Sponsored By: 1 Table of Contents Executive Summary...1 Introduction...1 Contact Centers Need to Change...2 Transforming into a Multi-Channel
More informationStandardization in the Outsourcing Industry
Standardization in the Outsourcing Industry November 2010 Outsourcing provides rapid business transformation and cost reductions through labor arbitrage and consolidation of business processes spread across
More informationTop Tier Staffing, LLC. General Information
36 General Information What s In It For You Introduction Staffing Services Managed Services Consulting Services RPO FAQs Contact Info Top Tier Staffing, LLC ASA Member American Staffing Association MWBE
More informationSolutions overview. Inspiring talent management. Solutions insight. Inspiring talent management
Solutions overview Inspiring talent management Solutions insight Inspiring talent management Inspiring talent management Intuitive technology that people love to use Lumesse is the only global company
More informationMSP NEAT EVALUATION FOR KELLYOCG: NEAT Evaluation: MSP (Talent Management Focus) Market Segment: Talent Management Focus
NEAT EVALUATION FOR KELLYOCG: MSP Market Segment: Talent Management Focus This document presents KellyOCG with the NelsonHall NEAT vendor evaluation for MSP (Wider Talent Management focus market segment).
More informationAre you ready to improve patient satisfaction and increase revenue?
Are you ready to improve patient satisfaction and increase revenue? NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions. An NCR White Paper 2009 Experience
More informationThe Challenge for HR Professionals:
The Challenge for HR Professionals: Using workforce analytics to support business strategy and fact-based decision-making 2015 National EMSI Conference September 23, 2015 Welcome Lindsay Scott Principal,
More informationBest-In-Class HR, Benefits, and Payroll Solutions for the Public Sector. trusted efficient responsive best practices
Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector trusted efficient responsive best practices The ADP Advantage Best practices are critical when you are challenged to do more with
More informationStrategic Employee Onboarding: First Impressions Are Everything
ONBOARDING Strategic Employee Onboarding: First Impressions Are Everything Cornerstone OnDemand Whitepaper Series 2007 Cornerstone OnDemand, Inc. All Rights Reserved. Table of Contents Onboarding: More
More informationSelf-Service Big Data Analytics for Line of Business
I D C A N A L Y S T C O N N E C T I O N Dan Vesset Program Vice President, Business Analytics and Big Data Self-Service Big Data Analytics for Line of Business March 2015 Big data, in all its forms, is
More informationContact me personally at (941) 932-0282 (direct) or send me a message on the web form below.
Michael Bovaird Headhunter & Staffing Specialist If you are an employer looking for temporary or contract staff for your company in the area of SAP, JAVA, BI or IT Staffing, contact me and I will find
More informationTapping into the Recruiting Power. Employees. Tapping into the Recruiting. of Existing. Employees. a Recruiting Trends white paper, sponsored by
Tapping into the Recruiting Power of Existing Power Employees Tapping into the Recruiting of Existing Employees a Recruiting Trends white paper, sponsored by Tapping into the Recruiting Power of Existing
More informationCONTACT CENTER OUTSOURCING
CONTACT CENTER OUTSOURCING Evolving Delivery Models Shape a Dynamic Market By Mike McMenamin, Director www.isg-one.com INTRODUCTION The economic recession of 2008 has had a significant impact on the global
More informationPart 3: Business Case and Readiness
The Fundamentals of Managed Service Provider (MSP) Programs Part 3 of 3 Part 3: Business Case and Readiness By Jennifer Spicher contents This is the final of a three-part series designed to outline key
More informationAgilysys Hospitality Solutions. Satisfying Guests, Ensuring Profitability. Document Management. Self-Service. Property Management Solutions
Satisfying Guests, Ensuring Profitability Agilysys Hospitality Solutions Property Management Solutions Activities Management Point-of-Sale Solutions Inventory & Procurement Solution Document Management
More informationManaging HR on a Global Scale
Survey Highlights Managing on a Global Scale Findings From Hewitt s 2009 Global Study What does it mean to be a global organization? As companies large small continue to exp their global footprint, the
More informationWHITEPAPER MAXIMIZING HOME-BASED AGENT EFFECTIVENESS THROUGH INTELLIGENT AGENT SELF-SERVICE
WHITEPAPER MAXIMIZING HOME-BASED AGENT EFFECTIVENESS THROUGH INTELLIGENT AGENT SELF-SERVICE MAXIMIZING HOME-BASED AGENT EFFECTIVENESS THROUGH INTELLIGENT AGENT SELF-SERVICE Executive Summary Contact center
More informationOracle Cloud: Oracle HCM Cloud Service Update. Chris Leone Senior Vice President HCM Cloud Product Development
Oracle Cloud: Oracle HCM Cloud Service Update Chris Leone Senior Vice President HCM Cloud Product Development Safe Harbor Statement "Safe Harbor" Statement: Statements in this presentation relating to
More informationHitachi Consulting Growing to $1 Billion Organization Leveraging the Power of the Oracle Cloud. March 27, 2015. Better
Hitachi Consulting Growing to $1 Billion Organization Leveraging the Power of the Oracle Cloud March 27, 2015 Better Chris Buri Chris Buri is the Vice President and CIO of Hitachi Consulting and joined
More informationIBM Cloud: Rethink IT. Reinvent business.
Software Group Thought Leadership White Paper June 2011 IBM Cloud: Rethink IT. Reinvent business. 2 IBM Cloud: Rethink IT. Reinvent Business. CIOs and senior IT executives increasingly examine cloud computing
More informationWhite Paper: Five Global Trends Shaping the Future of Workforce Management Solutions
White Paper: Five Global Trends Shaping the Future of Workforce Management Solutions June 2014 ihs.com Introduction Having recently published the 4 th edition of the Workforce Management Solutions report,
More informationASTA Agency Sales & Revenue Trends Comparison of Full Year 2014 with Full Year 2013
ASTA Agency Sales & Revenue Trends Comparison of Full Year 2014 with Full Year 2013 ASTA Travel Agency Benchmarking Series February 2014 NOTICE TO USERS OF THIS INFORMATION: Copyright 2015 American Society
More informationHosting JDE EnterpriseOne in the Cloud Hear how one company went to the cloud
Hosting JDE EnterpriseOne in the Cloud Hear how one company went to the cloud October 2015 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T Agenda Organizational
More informationSpeaker ebook. American Aerospace & Defense Summit 2015. Q&A with the speakers from the. Massimo Masini. Michael Heil.
Speaker ebook Q&A with the speakers from the American Aerospace & Defense Summit 2015 Michael Heil President Ohio Aerospace Institute Debra Hensley Quality & Production Staff Specialist Massimo Masini
More informationUsing Cloud to Deliver Innovation and Efficiency
IBM Northeast Europe Using Cloud to Deliver Innovation and Efficiency Christian Klezl Vice President & Cloud Leader IBM Northeast Europe October 18th 2010 IBM Northeast Europe IBM Northeast Europe Cloud
More informationCrossing Boundaries for Contact Centers
Crossing Boundaries for Contact Centers Knocking Down Geographies and Walls Blair Pleasant President & Principal Analyst COMMfusion LLC Brad Herrington Senior Manager, Solutions Marketing Interactive Intelligence,
More informationPartnering with a Total Rewards Provider
CHAPTER 8 Partnering with a Total Rewards Provider changing market expectations place businesses under constant pressure to raise performance. So all eyes often turn to human resources (HR) to increase
More information5 Unexpected Ways Continuous Improvement With Lean Six Sigma Can Improve Your Company
A Whitepaper from Juran Global The Source for Breakthrough Lean Six Sigma 5 Unexpected Ways Continuous Improvement With Lean Six Sigma Can Improve Your Company 0 Juran Global Our expertise has been developed
More informationEnvironmental Services Business Case Development. Presentation to CHICA Saskatchewan Mark Heller
Environmental Services Business Case Development Presentation to CHICA Saskatchewan Mark Heller September 20 th, 2013 My Background Sector Experience 25 years of healthcare experience Led environmental
More informationCross Country Healthcare Jefferies 2014 Global Healthcare Conference
Cross Country Healthcare Jefferies 2014 Global Healthcare Conference JUNE 2014 Forward Looking Statements This presentation contains forward-looking statements. Statements that are predictive in nature,
More informationPART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER
THE FUNDAMENTAL S OF MANAGED SERVICE PROVIDER (MSP) PROGR AMS PART 1 OF 3 PART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER CONTENTS p3 Introduction p4 Why an MSP is Important p6 What Is an MSP?
More informationSimplifying Human Resource Management
Simplifying Human Resource Management The Drive For Less Complexity And More Cost Control Executive Summary Today, there are Oracle Human Capital Management (HCM) solutions available to optimize every
More informationThe Next Generation of VMS Technology. Underwritten by:
The Next Generation of VMS Technology Underwritten by: Christopher J. Dwyer Research Director Ardent Partners February 2014 REPORT SPONSORSHIP 1 The views and opinions in this report represent those of
More informationHOLISTIC TALENT SUPPLY CHAIN MANAGEMENT
A HARVARD BUSINESS REVIEW ANALYTIC SERVICES REPORT HOLISTIC TALENT SUPPLY CHAIN MANAGEMENT Copyright 2015 Harvard Business School Publishing. sponsored by HOLISTIC TALENT SUPPLY CHAIN MANAGEMENT AS MARKETS,
More informationHELPING YOU GET ON WITH BUSINESS
HELPING YOU GET ON WITH BUSINESS We feel like Flex HR is a division of our company. They free us up to do what we do best Wendy Heath, Owner, Heath Construction HELPING YOU GET ON WITH BUSINESS A message
More informationHelping our clients win in the changing world of work:
Helping our clients win in the changing world of work: Recruitment Process: Why Outsource? A Manpower Insights Paper The future of RPO looks strong despite or perhaps aided by the current global recession.
More informationQuantifying HR: Basics of HR Analytics Carrie L. Riggle David B Turetsky
Quantifying HR: Basics of HR Analytics Carrie L. Riggle David B Turetsky Contact Information David B Turetsky, HCS ADP, LLC. Vice President, Chief Product Officer, ADP DataCloud Cell: +1 (508) 287-3474
More informationADP Comprehensive Outsourcing Services
E S S E N T I A L S ADP Comprehensive Outsourcing Services Your organization requires clear focus on strategic priorities; rely on ADP Comprehensive Outsourcing Services to Manage your vital workforce
More informationWhat every Recruiting Manager. needs to know about. Online Recruiting. What every Recruiting Manager needs to know about Online Recruiting
What every Recruiting Manager needs to know about Online Recruiting What is online recruitment? Any recruitment activity that uses the Internet as the primary medium of communication is covered by the
More informationThe Business Value of IT Certification
Sponsored by: Microsoft Authors: Cushing Anderson Matthew Marden Randy Perry The Business Value of IT November 2015 EXECUTIVE SUMMARY Business Value Highlights Higher productivity for server, database,
More informationthe difference is in the DELIVERY
the difference is in the DELIVERY HR, BENEFITS, & PAYROLL TECHNOLOGY MODEL FLEXIBLE HR, BENEFITS, & PAYROLL SOLUTIONS CO-SOURCED TO ENSURE SUCCESS HR, Benefits, & Payroll Consulting Consultation to identify
More information447, ROAD NO. 270, NEW MAADI, CAIRO, EGYPT TEL:
Accounting Finance Certified Public Accounting Tax Accounting Human resources Training and Development Procurement IT Hardware Set up and Maintenance Legal Aids Strategic Management 447, ROAD NO. 270,
More informationClick here to visit EPIC's updated website featuring our three services: Outsourcing, Consulting and Managed Services > EPIC Connections.
Welcome to This Month's Insights In this issue: Featured Articles: "Removing Language Barriers...Improving the Customer Experience", "Selecting the Right Phone Append Process","Leveraging Big Data to Improve
More informationBeyond Payroll Investment Summary
Beyond Payroll Investment Summary The minimum requirements for payroll and staffing services is rapidly evolving. Coupled with the need and market demand for disruptive technology and innovation; providers
More informationBetter Onboarding to Enable Organizational Agility
RTM Consulting Better Onboarding to Enable Organizational Agility A Guide for the Support Services Executive Randy Mysliviec President & CEO RTM Consulting 2 2012-2014 All rights reserved. Better Onboarding
More informationIntroduction. 1. Superior broadband technology. 2. Economics of the legacy content distribution model. 3. Favorable regulatory status quo
Finding Opportunity in Disruption: Driving a New Era of Value Growth in the Cable Industry Introduction The cable industry has generated impressive growth over the last half decade, building on its traditional
More informationPart 2: sourcing models
The Fundamentals of Managed Service Provider (MSP) Programs Part 2 of 3 Part 2: sourcing models By Jennifer Spicher contents This is the second of a three-part series designed to outline key components
More informationCustomer Interaction Analytics Speech Analytics The Next Frontier
Customer Interaction Analytics Speech Analytics The Next Frontier www.wipro.com RAJESH SEHGAL & SHALABH SRIVASTAVA PROCESS LAB, MISSION QUALITY & OPERATIONAL EXCELLENCE, WIPRO BPO Table of Contents Customer
More informationHRO in the cloud? What does the new generation of HR systems mean for HR sourcing?
Alsbridge Insights HRO in the cloud? What does the new generation of HR systems mean for HR sourcing? Executive Summary A number of new cloud based multi-process HR systems are competing for the attention
More informationState of the States: IT Trends, Priorities and Issues
State of the States: IT Trends, Priorities and Issues OSC Financial Conference 2012 Doug Robinson, Executive Director National Association of State Chief Information Officers Fiscal recovery: budgets are
More informationSupporting Customer Journeys and Your Business with a Cloud Contact Center. ebook
Supporting Customer Journeys and Your Business with a Cloud Contact Center ebook COMPANIES ARE ACCELERATING MOVEMENT Contact Center Applications Are Going to the Cloud Frost & Sullivan / Sept 2014 Report
More informationOracle ERP Support Benchmark Findings
Appendix K Oracle ERP Support Benchmark Findings City of Virginia Beach ComIT Master Technology Plan (Appendix K) 1 City of Virginia Beach Oracle ERP Support Benchmark Findings 23 September 2013 Prepared
More informationOperations Excellence in Professional Services Firms
Operations Excellence in Professional Services Firms Published by KENNEDY KENNEDY Consulting Research Consulting Research & Advisory & Advisory Sponsored by Table of Contents Introduction... 3 Market Challenges
More informationManaged Service Providers for Mid-Sized Companies:
Managed Service Providers for Mid-Sized Companies: How companies spending less than $100 million a year on contingent labor can achieve greater efficiency, compliance and cost savings. 2013 Monument Consulting.
More informationState of Louisiana s Workforce Planning Model Right People, Right Skills, Right Jobs, Right Time
State of Louisiana s Workforce Planning Model Right People, Right Skills, Right Jobs, Right Time Table of Contents Introduction 2 What is Workforce Planning?...3 Why is Workforce Planning Important?.....3
More informationBuilding Your Strategic Business Case for HR Technology. Speaker: Kristie Evans Managing Principal HR Project Manager PM Instructor
Building Your Strategic Business Case for HR Technology Speaker: Kristie Evans Managing Principal HR Project Manager PM Instructor Agenda Today s Goals HR Value Outcomes Break 10 am Methodologies Business
More informationOutsourced Call Center Provider Enables People with Disabilities to Work from Home
Outsourced Call Center Provider Enables People with Disabilities to Work from Home Challenge Direct Interactions was looking for a call center solution that would meet five very specific criteria. A solution
More informationHelping Companies Build Great IT Departments Since 1981
Helping Companies Build Great IT Departments Since 1981 Overview The State of the IT Employment Market in Houston and Its Impact on Compensation In 2006, Houston experienced signs of full economic recovery.
More informationRandstad Managed Services A better brand of managed services
Randstad Managed Services A better brand of managed services Staffing procurement plus. In today s world of work, contingent staffing has become a function of both Human Resources and Procurement, reflecting
More informationC LOUD E RP: HELPING MANUFACTURERS KEEP UP WITH THE TIMES
June 2013 C LOUD E RP: HELPING MANUFACTURERS KEEP UP WITH THE TIMES MORE I NNOVATION, L ESS C OST W ITH S AAS E RP Data Source In late 2012 and early 2013 Mint Jutras collected more than 475 qualified
More informationThe Recruitment Quotient:
ADP Research Institute The Recruitment Quotient: Raising Your Talent IQ Contents 3 Introduction 4 Candidates Expectations: Higher Than You Might Expect 5 Employment Brands, Social Media, and the Consumerization
More informationTRUCK DRIVER SHORTAGE ANALYSIS 2015
TRUCK DRIVER SHORTAGE ANALYSIS 2015 Bob Costello Chief Economist & Senior Vice President American Trucking Associations Rod Suarez Economic Analyst American Trucking Associations Published October 2015
More informationImproving Dealership Operations With the DCM Dealer Capabilities Model
QMA/AMI Management LLC Automotive Retail & Distribution Business Advisory Services Improving Dealership Operations With the DCM Dealer Capabilities Model What do we do first? How do we stay focused? WHAT
More informationOrganization transformation in times of change
Organization transformation in times of change Insurance is sold, not bought is a phrase of unknown attribution, but common wisdom for decades. Thus, insurers and most financial services organizations
More information