Bryan Baker knows that failure is not an option. Yet, when it comes to outsourcing, he understands that success is surprisingly rare. Why? And what can companies do about it. As a principal at Xerox Global Services, a worldwide leader in document outsourcing, he can relate firsthand the degree of upfront diligence that a competent outsourcing provider must bring to the table. But, more than this, he delivers a wake-up call to companies contemplating outsourcing, counseling them on what they should do—and avoid doing.
Expertise
Data processing
Document outsourcing
Print/mail production
Background
17 years experience, financial services and insurance industries
Enterprise consultant, document production, design and financial analysis
Former senior project manager Fidelity Investments
Why outsourcing fails: A document perspective
While most business process outsourcing strategies have a primary goal of saving money, if done right, the benefits can go far beyond lower costs. Outsourcing customer communications can be an effective way to bring world-class capabilities to your organization that can actually impact both sides of the profit equation - cost savings and revenue growth.
Outsourcing is a strategic initiative that impacts many departments of a corporation, including IT, human resources, manufacturing, call center, accounts payable and more. This paper focuses on business process outsourcing of another critical area, customer communications. These are the multi-channel communications that help companies acquire new customers, welcome and on-board those customers, service them and cultivate their loyalty.
October 20 - 22, 2008 - IIR Innovation Immersion (website)
Topic: “Convergys Corporation: A Case Study of how Document Management fuels Innovation”
Customer communication is the vital link in the most fundamental aspect of innovation, the conversation between companies and their customers – it is also an operation in which innovation is critical and where outsourcing processes are highly strategic. In this presentation, Brian Baker, Xerox director, will describe how Convergys Corporation fueled its ability to innovate by implementing a global document management strategy, encompassing both outbound and inbound communication. He will address how Convergys was able to drive innovation while driving down costs for clients and their own services – and how the Company transformed their clients’ business operations.
Wigwam Resort, Phoenix, AZ April 10 - 13, 2008 - Delphi Innovation Insights Summit (website)
Topic: In its fifth year, Delphi's Innovation Insights Summit focuses on the practices, cases, technologies and methods that are shaping innovation in todays global economy.
Scottsdale Plaza Resort, Phoenix, AZ
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