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Case Studies
BellSouth Corporation: The Telecom Industry Looks to Offshore IT
Seeking to reduce IT spending but provide more services to customers, BellSouth ventured offshore.
Delta Air Lines: Cost Pressure in the Airline Industry Leads to Offshore Call Centers
Facing unprecedented industry challenges, Delta Air Lines sought cost reductions by offshoring select customer reservation processes.
ADP: The "Business Behind Business" Is Moving Offshore
A top provider of outsourced HR, ADP depends on its captive offshore subsidiary to complete back-office transactions.
American Express: Pioneering Captive Centers
Not content with pioneer status, American Express continues to build on its lead and expand its offshoring scope.
Ephinay Corporation: Offshore Finance & Accounting
An emerging financial services provider helps a major conglomerate realize cost savings by moving several F&A processes offshore.
Eastman Chemical: Supply Chain Digitization
Digital business processes, the next phase of e-business, are steadily influencing the size, shape, and services of every company. By digitizing its supply chain processes, Eastman Chemical is set to realize growth from non-traditional opportunities that have sprung from its efforts.
Progressive Insurance: Creating Value via Mobile Field Service
With customer satisfaction levels at an all-time low in the auto insurance industry, the Progressive Corporation has turned to mobile technology to speed up the claims process and to develop a unique pricing model that puts its customers in the driver's seat.
Cendian: A 4PL Service Platform for Chemical Logistics Outsourcing
Business process outsourcing is receiving renewed attention thanks to Web-enabled service platforms. This case study examines how Cendian, a fourth-party logistic provider, is helping struggling chemical companies to cut costs by delivering end-to-end logistics management with the help of a sturdy service platform.
J.C. Penney: Multi-Channel Returns Management
A best practice look at the complex business processes that constitute returns management - the other side of Customer Relationship Management (CRM). This case also highlights the business case for a technological infrastructure to manage the returns supply chain.
Yahoo: Changing the Business Model From Free to Paid Services?
The transformation from a free service to a paid subscription model has been a slow process for Yahoo! Starting 2001, Yahoo! faced tremendous execution risk as it went about the challenging task of reinventing its business by shifting its revenue model from an advertisement-based service towards a broader portfolio of diversified revenue sources.
NetFlix: Transforming the DVD Rental Business
With the help of the Internet and the U.S. Postal Service (USPS), Netflix is offering an alternate “brick and click” channel to rent DVDs. This case study analyzes the different facets of the business model of this emerging “Amazon-like” business and highlights the competitive dynamics that are shaking up the stoic movie rental business.
Boingo Wireless:802.11b Wi-Fi Aggregator Business Model Analysis
Wi-Fi aggregators represent a new breed of companies. This case study lays out the different facets of a Wi-Fi aggregator's business model. In particular, we examine a leading aggregator called Boingo Wireless. At the end, we challenge the reader to think of what they would do if they were running this company and how they would position it for success.
Amazon.NET: Creating a New E-Services Model
Everyone -- analysts, media and pundits -- is rushing to write-off Jeff Bezos and Amazon.com. In this “point of view” strategy brief we show that with some skillful maneuvering and right economic conditions, Amazon.com can come out of this dotcom downturn leaner, meaner and stronger.
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