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Outsource magazine: thought-leadership and outsourcing strategy | August 20, 2017

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Horacio Falcao and the value of value negotiation

July 14, 2016 | 1

Professor Horacio Falcão, a Senior Affiliate Professor of Decision Sciences at INSEAD, warns companies should not start – nor necessarily end – on “price” when it comes to negotiations.

Falcão has written on the concept of value for several years … Read More

Embrace ambiguity: building a case for business value

June 28, 2016 |

Sourcing executives today are all about innovation and adding business value: buying smarter to drive business benefits such as increased customer satisfaction, reduced error rates and insights into product design. In other words, procurement operational strategy aspires to demonstrate alignment … Read More

High performers recognise the BPO value multiplier effect

August 14, 2015 |

The full business value available from business process outsourcing (BPO) today is being realised on a relatively limited scale due to the misconception of BPO as a labour or process substitute rather than a value multiplier. Findings from the recent … Read More

Align to inside-outsource

August 3, 2015 | 2

This article is a continuation of ‘Investigate to inside-outsource’; to read that article, click here.

“Good morning. Please finish up what your are doing and grab your seats,”  Peter the plant manager, told his team.

As the group took their … Read More

Investigate to inside-outsource

July 27, 2015 | 2

“Good morning, Peter.  Nice to see you,” I greeted him, shaking his hand and taking a seat at the small conference table in his office.

“Good morning, and thanks for making the drive up to discuss my outsourcing issue,”  he … Read More

At Your Service (Part 2)

July 18, 2014 |

To read Part 1 of this article, click here…


One of the most influential thinkers in this field is the practical and thoughtful Frederick Reichheld of Bain Consulting [Ref 1]. It was he who most clearly articulated the lifetime … Read More

At Your Service (Part 1)

July 16, 2014 | 2

The best customer service is distinguished by the passion and energy of the staff delivering it. Whilst all know good service when it is seen, measuring it can be a challenge – and managing it well can be harder. What … Read More

Taking care of the customer experience

July 9, 2014 |

The power of recommendation holds even greater weight these days. The way an organisation’s recruitment function is handled can have a lasting effect on a company’s reputation, attracting or repelling critical talent, as well as consumers. The recruitment process … 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

OPINION: Give the frog a chance!

February 7, 2014 | 1

Many of us know the parable of the boiled frog. A frog dropped in water too hot to live in will quickly jump out of it. However, if you put a frog in cold water and warm it slowly it … Read More

The Legal View: How Outsourcing can Change the Legal Profession

December 20, 2013 |

The perfect storm which has turned into a tornado for many law firms is leaving the 11,000 practices having to decide what the future holds for them. Can a traditional practice survive all these pressures? The answer is most definitely … Read More

Growth businesses should not be scared of outsourcing

December 20, 2013 |

No business type in Britain is more reluctant to engage in outsourcing than SMEs. In a recent study by the Open University Business School, just 14 per cent of firms with a turnover below £100,000 used outsourcing as compared with … Read More

Go East: Interviews from European SSO Week 2013

October 14, 2013 | 1

In May, hundreds of sourcing’s finest gathered in Prague for SSON’s 13th Annual European Shared Services & Outsourcing Week, one of the most important events on the annual outsourcing and business transformation calendar. Outsource was once again privileged to partner … Read More

Show Us The Money

October 7, 2013 |

An explosion in payment options, functionality and complexity is underway. What does this mean for business and outsourcers, all of whom need to optimise revenue, increase cross-sales while building the trust of the public?

This article is written from my … Read More

The customer/outsourcer relationship: benchmarking value

July 25, 2013 |

The relationship between organisations and their service providers is not unlike a marriage. All is fine until it isn’t – when communications break down and service delivery starts to suffer. Both parties feel unfairly treated so the marriage guidance counsellors … Read More

How will BPO providers’ business models evolve over the next decade?

July 5, 2013 |

This article originally appeared in Outsource magazine Issue #32 Summer 2013, as part of our feature ‘Visions of the Future’. To read the main body of that article, click here.

If the last decade has seen the emergence of BPO, … Read More