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Come see us again: why customer service matters in healthcare

Posted: 05/02/2017 - 23:09

The notion of healthcare quality being measured only based on the level of medical care given to patients is on its way to a complete disappearance. From our position in the healthcare contact centre space, we have been witnessing more and more organisations focusing on the patient experience to gain and maintain a competitive advantage. This evolution toward value-based service benefits the patient, the healthcare provider and the payer. Value-based models encourage healthcare providers to deliver the best care at the lowest cost.

‘Long-termism’: as crucial in talent management as in wider business strategies

Posted: 04/07/2017 - 19:57

Commentators have long debated the extent to which ‘short-termism’ (the concentration on short-term objectives for immediate profits) in business impacts both individual organisations and the wider economy. According to recent research, however, companies deliver significantly improved results when leaders manage with long-term strategic goals in mind and resist pressure from investors to focus excessively on meeting short-term financial targets.

The 'mid-market reality check': what are the real procurement priorities for UK medium-sized businesses in 2017?

Posted: 03/07/2017 - 08:03

There always seems to be plenty of commentary around what’s driving innovation and growth in both large enterprises and startups. By comparison, the mid-market seems slightly neglected; this seems an oversight given the crucial role it plays in the UK economy. Although this market segment represents just 1% of UK firms, medium-sized businesses are increasing revenues by an average of 6.7% each year and the mid-market is expected to boost the economy by 18% over the next five years.

Avoiding the black hole of marketing procurement

Posted: 02/14/2017 - 06:51

John Wanamaker once commented, “I know half the money I spend on advertising is wasted; the trouble is I don't know which half.” Likely this is often said of marketing as a whole - and in fairness, applies to other business functions as well. Have you struggled with this conundrum when considering your sourcing options for marketing spend? Proper mechanisms to track performance, ROI, and effectiveness need to be in place to ensure that the money spent is adding value and not being spent because you have always done it that way.

The future of outsourcing: through 2017 and beyond

Posted: 02/07/2017 - 10:00

This year will see the BPO industry transform itself in a multitude of ways, meaning that businesses must adapt or face the prospect of falling behind their competitors. With a month of 2017 already behind us, what can we expect to come to the sector over the course of the rest of the year – and beyond - in terms of new services and advances in the technology at the heart of the industry?

Q&A: Raleen Gagnon, ManpowerGroup Solutions

Posted: 01/20/2017 - 03:19

Outsource got together with Raleen at last October's SIG Summit in Carlsbad, California, to hear about some of the key developments in the global labour market - and how procurement departments need to refine their approach to procuring people...


Outsource: Raleen, let’s begin with an introduction… Can you tell our readers what you do at ManpowerGroup?

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