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Outsource magazine: thought-leadership and outsourcing strategy | September 22, 2017

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Live Wires #10: Climbing the RPA learning curve

December 2, 2016 | 1

Thus far our quest for robotic process automation (RPA) enlightenment has focused on some of the personalities building this emerging industry – from software providers, outsourcers and implementers. Alex Nield is Head of Solution Design for Business Services at Direct … Read More

Lessons Learnt in Transformational BPO (Part 3)

March 27, 2015 |

This is the final article in a three-part series. To go to the beginning of the series, click here.


The Implementation Phase

Implementation in a transformational BPO initiative calls for the same kind of disciplines as it does in … Read More

Lessons Learnt in Transformational BPO (Part 2)

March 23, 2015 | 1

This is the second article in a three-part series. To read the first article, click here…


Now to the key lessons learned. I have grouped them by the usual phases of a transformational BPO programme – Design, FitGap, Implementation, … Read More

Q&A: Mike Minahan, RAC

April 16, 2014 |

Mike Minahan is a director at the RAC, transforming part of the organisation via an implementation of a robotic process automation solution. As part of our series OutsourceXplores Post-Human BPO in association with Genfour, we got together with Mike to … Read More

Choosing the right technology partner to power your shared services centre

February 13, 2014 |

To enable your shared services centre (SSC) to deliver upper-quartile levels of customer service and cost effectiveness when managing transactions, you need to invest in the right technologies and infrastructure support. For new SSCs the opportunity may exist to adopt … Read More

Q&A: Rick Simmonds, Alsbridge

October 10, 2013 |

As Managing Partner and Head of Financial Services for Alsbridge, Rick Simmonds has an outstanding view across the breadth of the outsourcing space – and of the advisory sector, which is undergoing particularly rapid evolution right now. We caught up … Read More

Roles and responsibilities of key stakeholders

September 19, 2013 | 2

Key stakeholders for any project typically come from inside your organisation and are normally those who have endorsed or identified the need for project activity. However they could also be external clients or suppliers, as they might be directly affected … Read More

Bowling with bumpers: a lesson on why governance is important

September 9, 2013 | 1

About eighteen months ago, I was in Seattle at the SIG Global Leadership Summit. It was the conclusion of the Summit and for those of who work for the Sourcing Interests Group (SIG), most of the heavy lifting for that … 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

Damn the ideas: full steam ahead!

August 9, 2013 | 2

Have you ever considered that organisations are actually drowning in good ideas? Surely what all businesses crave are bright people putting forward lots of good ideas to improve their business and make it more successful? So, how can there be … Read More

Making SIAM work

August 9, 2013 |

The degree of change required to transform service provision from a prime model to one that engages multiple suppliers is significant. The many strands involved mean that it is not a simple issue that can be bought in and forgotten. … Read More

The Legal View: Termination for Convenience

October 4, 2012 | 1

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

Termination is often the last thing on the parties’ minds at the outset of a new project or business relationship. Motivated by a need and excitement to just get … Read More

The Professionals: Jeanette Hibbert, Kerry Group

July 25, 2012 |

The latest in our series of buy-side Q&As features Jeanette Hibbert, HR Services Manager – EMEA Region at Kerry Group…

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

The emergence of cloud as a key sourcing option

March 6, 2012 |

Cloud sourcing involves sourcing solutions and computing capabilities to run a business through a combination of cloud applications, cloud platforms and cloud infrastructure. Cloud computing leverages the concepts of infrastructure convergence and shared services. The concepts have been around for … Read More

BSO: the next step in BPO evolution

September 12, 2011 |

Buyer: “I’m really confused: all I have is a simple process that needs to be supported.  All I can find is either call centres looking for my business or small companies wanting to do data input.” Provider: “Am I a … Read More

Innovation: a hoary old scab, or something worth talking about? (Part 3)

July 12, 2011 |

So, what does it really take to drive innovation through an outsourcing business?

You have to want to. You have to think this is important. And you have to find the balance between ‘urgent’ and ‘important’ such that ‘important’ gets … Read More