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

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Six Sigma

The Golden Age Of Outsourcing

August 11, 2017 |

At the turn of the 21st century, outsourcing was going full blast, moving from obscurity to mainstream. It quickly improved corporate profits and promised long-term benefits through continuous improvement…at least that’s what was supposed to happen. Now, robots are arriving … Read More

Building service capability

February 16, 2016 | 1

The concept of “capability” has long been used in strategic analysis to establish defensible leadership. What are the capabilities that are being established by leading service providers and customers? How do you assess the difference between hype and substance?

The … Read More

Did George Bernard Shaw have it right?

November 4, 2015 |

“It’s easy for you to say. You’re not the one being challenged each day to prove how your inside-outsourcing service partners add value,”  Amy exclaimed, visibly frustrated.

Amy had the unenviable position in her company of deriving value from a … Read More

From Process Excellence to Business Transformation

October 29, 2014 |

To achieve tangible business value from continuous improvement initiatives we must move beyond process excellence and the primary focus on method and tools. Lean and Six Sigma techniques have been adopted by many industries; however, we are seeing 50-70% of … Read More

How widespread do you see the adoption of robotic process automation being within your own organisation over the next 12 months?

April 23, 2014 | 1

As an ITO we are always looking for ways to expedite while securing quality. For this reason software reuse, software factory and agile methods are in play and being advanced on an ongoing basis, driven by our strategic agenda (not … Read More

How do you introduce transformation into BPO?

April 10, 2014 |

In the last issue of Outsource, Rachael Stormonth – Senior VP, Research at NelsonHall – addressed the question, “What does innovation mean in BPO?” That article defined transformation programs as “programs where the desired destination is known and mapped out, … Read More

What does innovation mean in BPO?

January 3, 2014 |

Innovation, in particular its application in outsourcing and the delivery of IT services, is one of those buzz words that you hear being bandied about with increasing frequency. The “I word” has progressed in recent years from being commonly included … Read More

Numbers, Numbers Everywhere…

January 2, 2014 |

Samuel Taylor Coleridge related his ‘Rime of the Ancient Mariner’ in which the grey-beard loon narrates his story of torture at sea after all his shipmates went down. Now you know how service managers came to be as they are.

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Head-to-Head: Peter Moller & Michel de Zeeuw

October 11, 2013 |

The Global Business Services (GBS) model is enjoying a protracted stay in the limelight at present, adopted by some of the world’s foremost businesses. But do all those organisations claiming to have implemented it really have what they think they … Read More

Quality trumps cost-cutting in outsourcing shift

May 29, 2013 |

Businesses are increasingly prioritising quality over cost in terms of which countries and which firms they turn to for their outsourcing needs. Companies are seeking more sophisticated skills and capabilities to adapt to the ever-faster pace of change in business … Read More

Value Stream

February 18, 2013 |

Jargon (noun): the language, especially the vocabulary, peculiar to a particular trade, profession, or group…

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Outsourcing management “as a service”

February 5, 2013 |

The dependence on service providers for delivery of services is on the rise. More and more IT and BPO leaders are realising that timely execution of strategic programs to meet business needs is an uphill task and requires matured sourcing … Read More

Q&A: Ankur Mithal

January 8, 2013 |

Ankur Mithal has spent over two decades in the worlds of finance and, latterly, BPO, and recently authored Some Method, Some Madness: Managing BPO in India, a ground-breaking attempt to “capture the essence of managing the diverse and ever-changing domain … Read More

Are You Fat?

October 4, 2012 |

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

It is worth dusting off those old shared service centre business plans. When organisations set up SSCs in the 1990s and early 2000s, most paid lip service to outsourcing. … 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

What’s next for outsourcing?

August 29, 2012 |

The global crisis and subsequent economic downturn caused significant operational and financial challenges for most US firms, and now we see a similar play-out in Europe. The next round of outsourcing is being driven out of compulsion to cut cost … Read More