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TYPE OF OUTSOURCING

(1)DEFINITION

(2)NETWORK OF OUTSOURCING

(3)ACHIEVEMENT IN OUTSOURCING CUSTOMER SERVICE AND TECHNICAL SUPPORT

 

 

 

Definition type of outsourcing

Outsourcing can affect all areas of Information Systems. When outsourcing first become popular many companies chose to outsource the entire corporate Information System function. Since then companies have been much more selective and outsourcing specific functions and applications.

Telecommunications and Local Area Networks Outsourcing telecommunications provides flexibility to enable companies to take full advantage of new and improve services.

Help Desk

An informational source for end users where they can achieve a single points of contact for all support services.

Software Development

Outsourcing development projects has several variants. How much of a project is outsource can differ for each individual project. A single phase of a project (e.g. planning, design, development, maintenance) can be outsource or the entire projects responsibility can be assumed by the outsource application development team.

Mainframe Data Processing

Mainframe outsourcing often will take on the added responsibility of hardware ownership to help leverage resource with additional clients.

Netmation can help you analyze your existing operations and made recommendations on what activities would benefits from outsourcing, if any. Many times we have seen companies large outsourcing contracts only to regret the loss of control for certain aspects of the business. Though outsourcing can achieve benefits often too much is contract out when cheaper and more efficiency means could of easily been implemented in-house.

 

 

NETWORK SECURITY IN OUTSOURCING

 

(1)Confidentiality

Business will want to draft confidentiality agreements of outsourcers vying for or ultimately awarded their outsourcing contracts. These agreements serve a number of purposes.

(2)Network security

Outsourcers themselves will want to gain the necessary expertise to anticipate and/or address security issues. As a start, outsourcers con begin by subcontracting out such responsibilities to any number of firms specializing in network security.

(3)Existing Security

Businesses need to be sure that they are adequately leveraging their existing security experts, whether they are employees or consultants. These experts should monitor every step of the outsourcing relationship from proposal to negotiation to the post-contract operation of the network.

(4)Increased Security

For extremely sensitive information, businesses and outsourcers may want to consider developing certain in

infrastructural solutions that increase network security. For example, one network processes administrative information and a separate network processes financial tranactions.

 

 

ACHIEVEMENT IN OUTSOURCING CUSTOMER SERVICE AND TECHNICAL SUPPORT

 

ACHIEVEMENT FACTOR#1—OUTSOURCING PEOPLE SKILLS

The heart of any customer and technical support center is the people who take your calls and interface with your customers each and every day. Finding good people is a challenge, but it is not impossible; in fact, it is the key element to achievement of your overall common goals.

ACHIEVEMENT FACTOR#2—EXECUTIVE BUY IN

Even with happy people, running an outsource customer support center can be difficult if upper their management doesn’t buy into an overall quality improvement plan. We have all been in a situation where we hear" the customer is important, yet we still can’t spend any money to improve the level of customer support". No new tools, and no more people. If your outsource partner is going to be successful in this business with you, your outsource partner must have a commitment from upper management to increasing quality service and measurability.

ACHIEVEMENT FACTOR#3—CALL CENTER AUTOMATION

The days of customer support and service automation are here! Your outsource partner can’t effectively run a support center using little paper to log and track calls. In fact, your outsource partner must have a solid call/problem tracking system, front end phone system, fax on demand, on-line documentation, Internet access, and such.

ACHIEVEMENT FACTOR#4—STAY IN CONTROL

The final Achievement factor to attain is to "get in control" and "stay there". Your outsource partner can do this by ensuring that each of the other achievement factors is being fully implemented, the outsource partner’s people are working hard, and are motivated. Their upper management must be supportive of the outsource partner’s plan to continually improve the quality of customer services delivered. These four "Achievement Factor" are not something that would be nice to do, rather, they are essential to success in running a customer and technical support center in any organization.

CASES DIAGRAM