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

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Of exit and Brexit

May 16, 2017 |

Outsourcing agreements come to an end, just as do some political treaties. What can those steering the perils of partition learn from each other?

There are few experiences as visceral as the turmoil of politics. As a British citizen, I … 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

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

Avoiding the gotchas of outsourcing transition

June 17, 2016 |

The transition period of bringing a new provider into an environment is critical to the success of an outsourcing initiative. An effective transition sets the stage for a long-term partnership, while a poorly managed one can damage the relationship beyond … Read More

Implementing a successful multisourcing model

April 8, 2016 |

A multisourcing contracting strategy is designed to break entrenched relationships with key technology providers and create a suitably tensioned environment where the business can access a wider range of service providers offering greater innovation and price competition, but without compromise … Read More

The changing demands of retained service organisations

March 23, 2016 |

In the 1980s it was simple: there was little sourced service. Then came the bandwagon and many jumped on, keeping the thinnest retained shell. What are the challenges now as the pendulum of fashion and practice continues to swing?

Trends … Read More

Ready, aim… Don’t shoot the messenger!

March 11, 2016 |

Every once in a while I come across a situation marked with incongruous and unexpected elements that, when summed up, can only be labelled as completely bizarre. One such situation started in the boardroom of Walker Ideas, a very successful … Read More

Data warehousing: moving from a T&M to a Managed Service model

March 9, 2016 |

I often get asked whether managed service is just hype and nothing but glorified “time and material” (T&M) in a different guise. Usually we understand a managed service to be measured, and paid for, based on a pre-defined effort and … Read More

How to determine whether there is a business case for BPO/transformation (Part 3)

October 2, 2015 | 1

To read the preceding section of this article, click here…

9.0 Key pitfalls to avoid

To conclude, here is the “top ten” of mistakes I have seen organisations make when considering whether to launch a BPO/transformation proposition. I guess that … Read More

Ensuring the OCM domain delivers full value in BPO programmes

June 22, 2015 | 2

I recently had to step in to personally lead the Organisation & Change Management (OCM) workstream of a business process outsourcing (BPO) programme I was running. For me, this is not that big a deal because even before I entered … Read More

The Optimism Illusion

October 24, 2014 | 1

Many of you may have been, like me, entertained at Volkswagen’s recent series of ‘well worth it’ television adverts.  For those who have been trapped on a remote desert island, or been relying on the City of London public Wi-Fi … Read More

Quick, painless and easy LPO: 8 facets of client onboarding

September 4, 2014 |

I am often asked, in my consulting practice, about the most challenging offshoring projects I have experienced – the most problematic ones and the actions I undertook, the methodologies I employed to drive them to eventual success. While this is … 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

Reasons for outsourcing: why would you do it in the first place?

July 31, 2014 |

So the question is “why would you outsource part of your business?” Reducing costs, getting a third-party supplier to handle a part of your business you don’t want to be that involved in, getting access to experts and emerging technology … Read More

Fuelling innovation in the digital era

June 16, 2014 | 1

Innovation is the most sought after and at the same time the most underachieved outcome of many modern outsourcing relationships. The primary issue is that the driver for these engagements is cost reduction versus service enhancements. In the digital era … Read More

Making insourcing work

April 30, 2014 |

Why do companies insource? Assessing the outsourced/insourced services mix is a healthy exercise  and should be conducted regularly to ensure that the chosen approach is best suited to the needs of the business.

Insourcing is one option for organisations that … Read More