Gartner Research

Case Study: CVS's HR BPO Contract With IBM Offers a Lesson in Setting Shared Goals and Mutual Objectives

Published: 22 September 2009

ID: G00170472

Analyst(s): Robert H. Brown

Summary

In 2006, pharmacy company CVS Caremark signed a 10-year HR outsourcing contract with IBM. This case study serves as a three-year "check-in" to assess how both parties have successfully achieved their goals.

Table Of Contents
  • Overview
  • Introduction
  • The Challenges
  • Approach
  • Results
  • Critical Success Factors
  • Lessons Learned

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