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Offshore Centers Can Offer More than Low Costs

Harvard Business Review

Captive offshore operations centers — company-owned delivery units located in low-cost countries such as India and the Philippines — have come a long way. Originally designed to provide labor cost arbitrage, they are now on the brink of being a source for strategic advantage. But that's not by accident.

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Shadow IT Is Out of the Closet

Harvard Business Review

An impatient marketing or finance manager would, on the sly, secure some extra budget money and hire a contractor to build a little database that tracked mailing addresses or top-line financials. Slowly but surely, as the little database grew bigger and bigger, the manager would wedge the cost into her operating budget.

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How One Company Made Its Analytics Investment Pay Off

Harvard Business Review

The ABU was set up as a centralized profit center with ambitious targets and with direct reporting to the chief operations officer; most often, similar units are organized as cost centers with no specific targets. This setup fosters focus on high-yield projects, actionable analytics, and speed of execution.

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The Internet Shouldn’t Run on Dirty Energy

Harvard Business Review

In a recent, high-profile example, HP announced in July that it will power all of its Texas data centers with wind energy for 12 years while lowering its operating costs. Here’s why now is the time right to invest in renewable energy sources for the internet: Renewable energy can help reduce a cost center.

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How Cybersecurity Teams Can Convince the C-Suite of Their Value

Harvard Business Review

One of the things that surprised me most about security at Facebook is the level of attention and support that we receive from the company’s senior management team. The system was an important development for our team because it gave us a clear, direct metric to demonstrate our value to senior management. Driving Financial Goals.

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Call Length Is the Worst Way to Measure Customer Service

Harvard Business Review

Given that the service department is a cost center in most companies, service leaders have long relied on AHT as a critical lever for keeping staffing levels, and therefore costs, in check. Most fear that doing so would cause call length to skyrocket, increasing costs. Related Video.

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Develop Your Company’s Cross-Functional Capabilities

Harvard Business Review

You’ll often find customer relationship management within marketing, budgeting within finance, supply-chain management within operations, outsourcing within procurement, training within HR, and new product development within R&D. When functional boundaries prevail, there is no construct for managing capabilities.