What options do internal support service organizations, like IS, have to increase efficiency without outsourcing?
Many organizations may be under pressure due to a perceived ability of an outsourcer to perform the same functions better, faster or cheaper. In most cases it is true. Established service providers can deliver much in the way of savings and best practices, but it does not mean it’s the right solution for every organization. If there is explicit management support to improve your support service group, you can take practical steps to implement best practices the professional service providers employ. For example, organizations can implement similar actions to that of an outsourcer like consolidations, service level management and charge backs, and even some best practices the outsourcers are limited to providing, like a Balanced Scorecard approach or Six Sigma program.
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