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Outsource magazine: thought-leadership and outsourcing strategy | July 25, 2017

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OPINION: Design thinking should be life-centric…

February 27, 2017 |

As the drone flew over the factory in North Carolina and captured pictures and videos both inside and outside the factory, little did the company whose factory was being photographed realise that their practices would be questioned. Here is a … Read More

Outsource talked without me!

December 6, 2016 |

Regular readers will know that each month I publish a column waxing lyrical about that month’s Outsource Talks webinar (typically a passionate, exuberant piece written from the heart, as I genuinely greatly enjoy hosting these “talkshow”-type events and, along with … Read More

Writing Competition: 2nd Place

August 16, 2016 | 6

What will be the most important drivers of change in the global sourcing arena over the next decade, and why?

For the last few decades outsourcing has been on a journey… literally! Outsourcing once meant having another company do your … Read More

Robots: a possible solution to the UK’s National Living Wage dilemma?

May 6, 2016 | 1

2016 has presented the British labour market with some of the most worrying forecasts and challenging new laws the country has seen in a long time.

Halfway through March, George Osborne announced the Office for Budget Responsibility’s GDP growth forecast, … Read More

Sun Tzu’s ‘Art of War’ applied to the outsourcing business: a pre-sales strategic view

October 16, 2015 |

Most of you might have heard about Sun Tzu, the ancient Chinese general, who is believed to have authored The Art of War, probably 2,500 years ago.

My interest in Sun Tzu came about when I was preparing to present … Read More

The secrets of high-performing call centre teams (Part 2)

August 5, 2015 | 1

To read the first part of this article, click here.

2) Learning-Style Coaching

Coaching members of staff can easily solve these problems. Learning-style coaching is an amazing way to tap into a person’s full potential. Your learning styles have more … Read More

The secrets of high-performing call centre teams (Part 1)

August 3, 2015 | 1

Are your employees, at all role levels, performing to their highest limits possible? I know your answer is a certain “yes”.

On the rare occasions they are not, how comfortable are you as a manager in supporting your employees to … Read More

Improving efficiency and ensuring innovation through contracts

March 31, 2014 |

From a contractual perspective, BPO service providers need to implement innovative initiatives to enhance revenues, profitability, and operating margins. In addition, they require specific incentives in order to focus on client performance. Therefore, it is imperative that clients and BPO … Read More

Keys to Driving Supply Chain Outsourcing Success

April 9, 2013 |

This article originally appeared in Outsourcemagazine Issue #31 Spring 2013.

Companies have outsourced supply chain operations for decades to glean more efficient labour-based processes and improved asset leverage/utilisation while simultaneously focussing their internal operations on core competencies. As the need for … Read More

SSOs: moving up the value chain

April 3, 2013 |

Many articles have been written on how shared service organisations (SSOs) can and should move up the value chain. Typically, we talk of complex work, process work, knowledge processes, etc. when we talk of value. The emphasis is to show … Read More

Get Productive

September 28, 2011 |

This article originally appeared in Outsource Magazine Issue #25 Autumn 2011

The benefit of efficiency isn’t that you can do the same as you’re doing right now with fewer employees and less overhead: it’s that you can do better, even … Read More

What’s really on the CFO agenda?

August 11, 2011 |

Take a handful of senior executives from various BPO suppliers, add a dash of client-side insight, mix well, add alcohol and simmer gently for 120 minutes, questioning regularly…

As an advisory firm that helps Chief Financial Officers (CFOs) manage the … Read More