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Outsource magazine: thought-leadership and outsourcing strategy | September 21, 2017

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Introducing ‘Sourcing Architecture’: next-generation sourcing and procurement transformation

August 5, 2016 |

Sourcing and procurement (S&P) leaders continue to reference efficiency, effectiveness and continuous improvement of operations as a high priority. Most will admit that continuous optimisation is not a destination, rather a journey that has become increasingly complex. Today, an agile … Read More

The reality of a paperless office

May 13, 2016 |

In April we celebrated Earth Day, “a movement that continues to inspire, challenge ideas, ignite passion and motivate people to action.” With the environment in mind, it seems fitting to address the realities of a paperless office, and how we … Read More

Avery W. Katz: Dealing with the Incomplete Contract

July 4, 2014 | 1

Avery W. Katz, professor of law at Columbia Law School, tackles the conundrum of “incomplete contracts. The challenge? How can organisations fashion a contract that is both economically flexible enough for a business relationship to move forward efficiently, and legally … Read More

Outsourcing trends in Europe

January 9, 2014 |

At the end of last year, EY published a report on ‘Outsourcing in Europe’, which provided an in-depth review of drivers, risks and trends in the European outsourcing market. Another drab survey results set? Hopefully not, as this report is … Read More

A Healthy Development: Opportunities for Outsourcers in US Healthcare

September 30, 2013 |

Today, in our increasingly technological and fast-past world, healthcare providers are facing pressure to deliver a wide range of services to an ever-growing number of patients. They are also expected to deliver a standard quality of care, while reducing overall … Read More

Q&A: Neil Pratley, IBM

September 27, 2013 |

Neil Pratley is Business Unit Executive – Financial Services, Consumer Goods & Retail at IBM; after his participation in our video roundtable on ‘The Potential of Partnership’ earlier this year, we got back together with Neil to follow up on … Read More

Agile safety: how to transform safety assurance

August 29, 2013 |

Many companies are moving towards agile concepts as a way to improve efficiency, effectiveness and responsiveness to change. However, this can present difficulties in safety and risk-related areas. In this article the authors discuss developments in the way agile concepts … Read More

Sourcing managers must craft new strategies for a changing IT and business landscape

July 29, 2013 |

Sourcing as a business discipline addresses a broad range of the priorities of CIOs. In addition to supporting IT operations by driving operational efficiency, cost optimisation and innovation, it plays an important role in achieving business goals.

As a result, … Read More

The customer/outsourcer relationship: benchmarking value

July 25, 2013 |

The relationship between organisations and their service providers is not unlike a marriage. All is fine until it isn’t – when communications break down and service delivery starts to suffer. Both parties feel unfairly treated so the marriage guidance counsellors … Read More

Visions of the Future: The Next Decade in BPO

July 5, 2013 | 2

This article originally appeared in Outsource magazine Issue #32 Summer 2013.

This is an extraordinary time for the BPO space, with huge leaps in business technology, process, and theory taking place against the backdrop of tumultuous economic conditions, the ongoing … Read More

Why is Total Cost of Process key to the future of BPO?

July 5, 2013 | 1

This article originally appeared in Outsource magazine Issue #32 Summer 2013, as part of our feature ‘Visions of the Future‘. To read the main body of that article, click here.

BPO presents organisations with a possible way to reduce costs, … Read More

Cutting costs or maximising resources: the future of outsourcing

February 14, 2013 | 2

This column was co-authored by Lee Ayling, Partner, KPMG Management Consulting.

No one quite knows where they are with the economy. Some predictions remain laden with doom, whilst other commentators have begun to hint at signs of recovery.

The truth … Read More

A leap of faith: supply chain migration

October 18, 2012 |

The key focus when outsourcing the supply chain is to delegate those activities that take time but do not utilise your organisation’s strengths or require your specific expertise. By outsourcing, you can free up your organisation’s resources, so it can … Read More

Call Me Maybe?

October 4, 2012 |

This article originally appeared in Outsource Magazine Issue #29 Autumn 2012


In many ways these are great times for the customer contact business, with new technology providing hitherto-unthinkable opportunities for smarter and more effective contact; new delivery locations emerging … Read More

The Professionals: Ash Bisaria, Credit Suisse

August 7, 2012 |

The latest in our series presenting lessons from the outsourcing and business transformation front line comes from Ash Bisaria, VP at Credit Suisse…

Outsource: What are the three most important attributes you seek in a potential partner – and what … Read More

Efficient vendor governance in a multisourcing environment: integration is one key aspect

August 3, 2012 |

A three-year pilot project ‘GloBuS – Global Bus Software’ – funded by the Information & Communication Technology program (ICT) of the Bavarian State Ministry for Economic Affairs, Infrastructure, Transport & Technology (StMWIVT) – intends to develop an open bus system … Read More