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Outsource magazine: thought-leadership and outsourcing strategy | July 29, 2014

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The “I” Word: Innovation in the finance function – the Shared Service Centre as an innovation engine

July 17, 2014 |

The concept of innovation is something that has been at the heart of every SSC setup ever since the shared services and outsourcing industry got started in the last decades of the last century. From the outset, centres have been … Read More

The “I” Word: Innovation and the contract

July 17, 2014 |

Innovation is always an interesting topic…! As a starter for ten, I would classify “innovation” as – in the broad sense – changing the services or commercial model behind them in a way to make a beneficial improvement for the … Read More

The “I” Word: Driving innovation in outsourced IT services contracts

July 17, 2014 |

In the last few decades IT departments and the services they provide have largely evolved from being an internal support function to a key enabler for businesses  – and now increasingly a competitive edge for businesses. Companies which embraced this … Read More

The “I” Word: How can you buy Scotch mist?

July 17, 2014 |

Even if all the SLAs are hit and the client is happy with the supplier’s work, “we didn’t get any innovation from our BPO supplier”. Innovation is still a frequent disappointment when we interview clients about satisfaction with their BPO … Read More

The “I” Word: Three types of innovation requiring three approaches in an agreement

July 17, 2014 |

Rewind first back to the respective business aims of both parties. The supplier’s aim is to supply great outsourcing services that maximise their margin and increase their breadth of offering so outsourcing relationships can grow and flourish. The client on … Read More

The “I” Word: Innovation in practice

July 17, 2014 |

For many years, Alsbridge had been hearing from clients and contacts that outsourcing was failing to deliver the goods on innovation. Despite great expectations, often stoked during the sales process, most outsourcing relationships really weren’t seen by buyers as innovative … Read More

The “I” Word: How can buyers best ensure they get the innovation they require from their outsourcing providers?

July 17, 2014 |

Outsource community members share their thoughts on how to find innovation within an outsourcing agreement…

John Gregory Global Business Services – Global Finance Lead, Kelloggs Buyers will sensibly build a savings target into their BPO contract to ensure focus on … Read More

The “I” Word: How can innovation and cost savings be achieved in the same agreement?

July 17, 2014 |

Outsource community members share their solutions to a tricky challenge….

Keshav R. Murugesh Group CEO, WNS Global Services and Chairman, Nasscom BPM Council Disruptive forces suddenly re-define business landscapes, with a knock-on effect on the strategies businesses need to remain … Read More

The “I” Word: What does innovation mean to you?

July 17, 2014 |

Outsource community members share their interpretations of innovation…

Tony Cavaldoro Vendor Manager, Group Operations, Amlin PLC Simply, it can be anything that involves changing the way we do things, hopefully leading to an improvement (to the cost/security/time to market/reliability).  The … Read More

The “I” Word

July 17, 2014 |

It’s an ever-present question in outsourcing: where is the innovation coming from? But as both buyers and suppliers wrestle with the age-old problem of how to contract for and deliver innovation, isn’t it increasingly clear that one of the main … Read More

Digital Enterprise: Market Leaders of Tomorrow (Part 2)

July 17, 2014 |

To read Part 1 of this article, click here.

Unprecedented changes in the market place are driving organisations to look at end-to-end digital transformation for their initiatives. This involves realigning of business strategy, widespread use of technology, reorientation of human … Read More

Analysing Analytics and its Role in Outsourcing (Part 1)

July 17, 2014 |

Analytics has played an important role in providing organisations with insight and decision-support intelligence for decades. Originally a tool for the CFO, the applications have broadened significantly over the years to include other aspects of business and operations, as diverse … Read More

Avoid Buyer and Seller Remorse: Get What You Pay For

July 17, 2014 |

At some point a buyer and supplier will talk about pricing, maybe not right away – but it’s always the elephant in the room. Pricing is also potentially the most volatile topic, and could be a deal-breaker if the negotiation … Read More

At Your Service (Part 1)

July 16, 2014 |

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

Rethinking the Role of the Contract Process in Business Changing Initiatives

July 16, 2014 |

Changing your business is hard – not only from an operational or technical standpoint, but also from an organisational change management perspective.  Include some third parties in the mix in the form of outsourcing providers, systems integrators, etc., along with … Read More

Different Worlds, Different Ways (Part 2)

July 16, 2014 |

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

In all three patterns the people involved need to be approached based on their professional, mental and emotional standing with regards to the outsourcing programme. Those who have fears and … Read More



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