Resistance to change is a natural occurring issue among employees in private and public sector organizations. One of the challenges of the Efficiency Unit of the Hong Kong Government is to help civil servants understand how their positions in the department influences the operation of the unit, and how changes can positively affect the overall performance of the department.

Business process automation remains a high priority for CIOs. In this piece, a big city CIO and inveterate business process improver shares his thought on what works.

While the recession has prompted many companies to put IT projects on hold, MasterCard Inc. moved ahead with plans to create an IT service management program aimed at improving service delivery and cutting costs.

Revenues from the Malaysian IT/ITeS outsourcing industry are expected to grow at a CAGR of 15% to reach $1.9 billion by 2013, according to a joint publication by Outsourcing Malaysia and ValueNotes . Currently, IT outsourcing services in Malaysia have a greater share of the overall outsourcing market, followed by BPO services; while knowledge services outsourcing, still in its nascent stage, has a smaller share.

Most contact centers were not built with all the applications you would ever need, ready to scale with you. Rather, the applications were added as needed to respond to changing requirements. Your experience is quite common: less than ideal application integration and a re-creation of the old processes with new technology.

This case study highlights the importance of proper planning, strategic thinking and a willingness to embrace a radical idea to achieve transformational change across the entire enterprise. Coca-Cola Hellenic Bottling in Greece not only pulled off the merger of two smaller bottling businesses into one big company, but did so with startling positive results.

Innovation in the public sector is not about making new applications and new gadgets, but about creating unique solutions that demonstrate powerful results and satisfy multiple objectives. Start with developing a strong understanding of their culture and their public mission.

Working in virtual teams has provided executives the power to manage workflow from virtually anywhere in the world. Problems arise, however, when geographical and cultural differences get in the way. Still, at least 65% of executives polled by the Economist Intelligence Unit say the advantages outweigh the disadvantages.