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Outsource magazine: thought-leadership and outsourcing strategy | September 24, 2017

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Three tips for growing a mid-sized business in a world of change

April 26, 2017 |

Businesses have never faced such complex political, economic, social and digital forces as they do today. For example:

  • In the UK, Theresa May has formally announced the country’s intention to leave the European Union.
  • Gartner predicts 20.8 billion connected … Read More

Humans and machines will collaborate for better customer interactions

March 7, 2017 |

In today’s business climate, it is innovation levels coupled with speed to market that will determine a company’s success. This was one of the reasons why, in 2016, we saw more interest in trends around optimising business processes – from … Read More

Getting multiple suppliers to work together

October 12, 2016 |

Multi-supplier service is all the rage, together with its linking agent Service Integration and Management (SIAM). Wonderful in theory… How does one practically get multiple parties to collaborate towards a common end?

It was recognised early in the development of … Read More

The Outsourcing Conundrum: Preface and Introduction

March 24, 2015 |


Businesses seeking strategic growth often turn to outsourcing, with external resources performing non-core activities. “Inside-outsourcing” (IOS), a more recent and growing trend, can offer further competitive advantage. With “inside-outsourcing services” IOS, a service is outsourced by an organization … Read More

Wipro Digital positioned in the ‘Winner’s Circle’ of HfS Blueprint Report on Marketing Operations and Digital Customer Experience Management

December 15, 2014 |


Wipro Digital recognized for its capabilities to design and deliver digital transformation focused on the end customer.

Bangalore, India and London, United Kingdom, December 11, 2014 – Wipro Digital, the digital transformation business of Wipro Ltd. (NYSE:WIT), … Read More

The 3Ps of inside-outsourcing

August 26, 2014 |

Inside-outsourcing occurs when a scope of work being outsourced is actually performed inside the walls of a customer’s facility, as opposed to being completed off-site. This minor difference adds a level of complexity to providing services, making the business very … Read More

The roots of inside-outsourcing

August 4, 2014 | 1

In 1974, in the dark of night, I walked onto the rooftop of an automotive assembly plant, was handed a high-pressure water-blasting gun, and was introduced to outsourcing. It is somewhat ironic that 40 years later the root cause of … Read More

Robotic Process Automation for utilities

February 14, 2014 |

Robotic process automation (RPA) is currently the hot topic in outsourcing. Whether an organisation’s driver is the very significant cost reductions such automation brings, the in-year payback, the relatively discreet (and therefore low-risk) implementations, or the markedly improved quality, the … Read More

Why do good people make bad calls in a crisis?

September 5, 2013 |

A major incident is the stuff of nightmares. Something has already gone colossally wrong, and there is so much potential to make it worse. Reputations and more are on the line and everyone is tense. What is it that differentiates … 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

Steering the Flow

October 4, 2012 |

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

Since prehistoric times, the tributaries to the Amazon delta have undergone numerous changes to their main course: large and small movements, as well as additions, deletions and other changes … Read More

The digital workplace: think strategically, act tactically

October 13, 2011 |

Managing the digital workplace brings some tough challenges, and calls for a mixture of clear strategic thinking combined with pragmatism about how employees respond to the changes you envisage. Most knowledge work does not happen within processes but is more … Read More

‘Back office’ shared services and 100 years of scientific management

October 5, 2011 |

For many managers and consultants the essence of developing so-called ‘back office’ shared services seems to be that there is a single perfect process which can be applied to each type of transaction; by then combining all the times this … 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

Testimonial presented by Bob Lento, President, Convergys Information Management, the Global Software and Services Division.

April 4, 2011 |

DCG is an international software development consulting firm helping companies frustrated with development costs, hampered by poor quality or struggling to estimate and achieve on-time delivery. We have successfully helped global organizations and their partners to make timely, effective … Read More

Testimonial on CMMI Services from David Consulting Group

April 4, 2011 |

Sanchez Computer Associates, (now part of Fedelity National Information Services), a leading financial services software developer, reported savings of $2 million in its first six months after achieving Level 3 of the Software Engineering Institute’s Capability Maturity Model® (CMM®). … Read More