This teaching case was created for a global consumer products business. Interviews from several outsourcing managers and executives within the company have contributed to the case. This case focuses on how a business can build initiation into an outsourcing relationship when it has not been expressly mentioned in the outsourcing agreement. Both fictitious firms in this case are Bentley & Brooks (B&B) (the customer) and AlphaCorp (the provider). Both firms are based on, but are not accurate portrayals of, actual companies which are anonymous.
The case is a composite of numerous real outsourcing cases among the two organizations. B&B has outsourced much of their human resource operations and the IT support. They have been disturbed by AlphaCorp, their international outsource supplier, has not been able to bring innovation to the association. In the outsourcing contract, innovation was not identified, but was certainly discussed during negotiations and the outsourcing proposition. Moreover, the ability of AlphaCorp to produce consistent quality of service on a global basis has been irregular, particularly in Latin America. You may be asked to take on the function of a who employee B&B is part of a team looking into the innovation problem.
PUBLICATION DATE: October 23, 2012 PRODUCT #: JIT044-HCB-ENG
This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS
Related Case Solutions & Analyses:
Citibanks e-Business Strategy for Global Corporate Banking (2008)
Combating the Effects of Turnover: Military Lessons Learned from Project Teams Rebuilding Iraq
KKBOX.com
We Can Hear You Now (A): Customer Survey Design for a Six Sigma Project at Crutchfield Corp.
Technical Note: No Assets No Products No Business Plan: Risks Associated with Special Purpose Acquisition Companies
lululemon athletica: To Franchise or Not
Customer-Introduced Variability in Service Operations
UCB: Managing Information for Globalization and Innovation (A) (Abridged)
KPMG Forensic: Money Laundering at Agnes Insurance
Southwest Airlines in Baltimore
