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Outsource magazine: thought-leadership and outsourcing strategy | September 23, 2017

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Outsourcing realities: what business executives need to know

March 6, 2017 |

Congratulations! It’s been three years since you decided to outsource accounts payable. Or, accounts receivable, or customer care, or payroll, or HR, or procurement, or any one of a dozen business process functions typically outsourced, in part or in full. … Read More

What is wrong with outsourcing and how can you correct it?

December 7, 2016 |

In this day and age, there is no organisation that does not require outsourcing governance as a part of its operations. It could be critical or a support function, but outsource they all do.

What is intended to be a … Read More

Outsourcing accounts payable: how automated technology enhances transparency

December 2, 2016 |

Outsourcing the accounts payable (AP) function has many benefits, in particular enabling organisations to streamline essential operational processes and be more efficient. As with many outsourced functions, AP often requires expertise and technology that necessitate significant capital expenditure if they … Read More

Asking the right questions

September 19, 2016 |

The formation of a good sourcing agreement relies on clear thinking and agreement between the parties on what is to be done, why and how. The market and technology are changing so rapidly that the next agreement is likely to … Read More

Q&A: Nipun Sehgal, Enlighta

August 5, 2016 |

Nipun Sehgal is the Founder and CEO of governance and relationship management software company Enlighta. Continuing our series of interviews with attendees at April’s SIG Summit in Orlando, Florida, we got together with Nipun to find out a bit more about … Read More

Walk a mile in your BPO provider’s shoes

August 5, 2016 |

Organisations that enter business process outsourcing (BPO) transactions inevitably experience challenges with BPO providers – often resulting from unmet expectations, difficult transitions and erratic steady state delivery. While it is reasonable to expect the value promised by a provider to … Read More

The Nuance of Language and Effective Vendor Management

April 3, 2016 |



“You keep using that word. I do not think it means what you think it means.”

That’s what the swashbuckling character Inigo Montoya says in the 1987 cult movie The Princess Bride, in response to the villainous … Read More

Delivering contracts with teeth

April 1, 2016 |

All too often, businesses are faced with bold promises about the services they will receive from their outsource providers; they are drawn in by the “ideals” pitched to them and ultimately, find themselves disappointed with the outcome as those services … Read More

Keeping track of SLAs in the complex web of supply and demand

December 7, 2015 |

The rapid digitisation of the last few years has seen the business world take on a previously unseen level of depth and intricacy. Countless service providers are on hand to lend their expertise and enable firms to achieve new levels … Read More

Managing your services with outsourcing

September 21, 2015 |

Have you ever considered outsourcing your service desk to a supplier? Handing over the control of your department’s front piece might sound complicated and risky, but there are many advantages to outsourcing your service desk tasks, including the fact that … Read More

Third-party governance and risk management (TPGRM): turning risk into opportunity

August 27, 2015 |

The threat of reputational damage and large financial penalties has thrown the issue of third-party management back under the spotlight, as these are starting to have a knock-on effect on shareholder wealth.

Recent examples have seen significant financial and reputational … Read More

Multisourcing: far more than just signing the deal

June 23, 2015 | 5

The evolution of multisourcing to the market norm for all managed services has presented a range of new challenges for clients doing so. At ISG, we have tracked the continuous growth of multisourcing, and have seen the number of Forbes … 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

Recruitment process outsourcing: challenges and opportunities (Part 2)

February 16, 2015 |

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

The issue of a provider’s ability to deliver (or not) on a global level was one which elicited a good deal of comment from the attendees – but one perspective … Read More

Recruitment process outsourcing: challenges and opportunities (Part 1)

February 6, 2015 |

Late last year Outsource hosted a breakfast roundtable in association with Futurestep, a Korn Ferry company, investigating the current state of and future potential for the recruitment process outsourcing (RPO) industry. Bringing together HR professionals from a wide range of … Read More

“I Accept”: risks and challenges in cloud contracts

September 2, 2014 |

Many cloud computing contracts are standard form contracts with pre-decided terms that you can either accept wholly or reject, but cannot modify. All you get to do is choose “I Accept”. These agreements are therefore also known as “click and … Read More