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

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William Hooper

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

Getting multiple suppliers to work together

October 12, 2016 |

Multi-supplier service is all the rage, together with its linking agent Service Integration and Management (SIAM). Wonderful in theory… How does one practically get multiple parties to collaborate towards a common end?

It was recognised early in the development of … 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

Contracting for multi-supplier DevOps

July 27, 2016 |

Just when multi-supplier (also known as SIAM) contracting is starting to get under control, DevOps emerges. This article looks at the interaction of the two for the design of retained and sourced IT operations. The implications for service contracts are … 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

Shrink an agile business case

March 11, 2016 | 1

There is a fiction that suggests that business decisions are made on purely utilitarian grounds. Psychologists have shown convincingly that people value the avoidance of loss far more highly than capturing gains. There are many and significant implications for those … 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

Trust, betrayal and business relationships

November 20, 2015 |

Outsource agreements are characterised by long durations and high switching costs. Some fail; some drive innovation and soar; most get by. What is the role of trust in such a service and what can you do to obtain the best … Read More

Whose fault is it anyway? Why IT projects fail (Part 2: the supplier’s fault)

September 14, 2015 | 2

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

IT projects are complex, prone to delay and often fail to deliver the expected benefits, or any at all.  Whilst each project is different, the reasons for failure are often … Read More

Whose fault is it anyway? Why IT projects fail (Part 1: the customer’s fault)

September 4, 2015 | 3

IT projects are complex, prone to delay and often fail to deliver the expected benefits, or any at all. Whilst each project is different, the reasons for failure are often similar. Sometimes the fault lies with the supplier, sometimes with … Read More

Integrating service

May 22, 2015 | 2

Service Integration and Management (SIAM), also known as multisourcing, is all the rage. What is the essence of integration, what do you get from it and how do you make it work?

I am suspicious of fashion, as anyone who … Read More

The Mathematician and the Music Maker

April 7, 2015 |

There are many models by which a service may be priced and a deal constructed. Whatever the approach used, there are considerations that both of the parties should weigh before they agree. What is likely to be going on and … Read More

A healthy influence

March 5, 2015 |

Success in delivering change is dependent upon the ability of project managers and others to wield influence, build support and overcome resistance. Services, projects and companies are social entities supported by human endeavour. Their functions are shaped by personal agendas … Read More

A contract to transform

February 16, 2015 |

The UK government has been shocked by the weaknesses in its commissioning and contract management of services revealed by the G4S and Serco incidents. At a time that both public and private sectors depend ever more heavily on their service … Read More

A letter at Christmas

December 15, 2014 |

My dear son,

It is a cold December evening. Manchester’s wind is raging on the window of my hotel, tears running down its face. A sad end to a good day. It was good to share a meal with you … Read More

A winning approach outshines the competition

October 10, 2014 |

The success of any endeavour is hugely influenced by the quality of the approach taken. Whilst some deliver with élan, others fail pitifully. The injection of constructive competition can stimulate energy and challenge participants to raise their game.

The approach … Read More