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Outsource magazine: thought-leadership and outsourcing strategy | May 4, 2015

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Lessons Learnt in Transformational BPO (Part 3)

March 27, 2015 |

This is the final article in a three-part series. To go to the beginning of the series, click here.


The Implementation Phase

Implementation in a transformational BPO initiative calls for the same kind of disciplines as it does in … Read More

The App Dev economy

March 26, 2015 |

Every now and then, the outsourcing market throws up an aberration around which course-changing events happen.

We recently published our annual app development economy report and one stat caught our attention: the cost of app development in Indonesia is 25x … Read More

The outsourcing challenge for CIOs

March 26, 2015 |

The IT outsourcing market has matured significantly over the past decade, and in the last year alone we’ve seen industry growth of 15 per cent to £3.44bn, according to a recent report. Set against an economy where firms need to … Read More

Lessons Learnt in Transformational BPO (Part 2)

March 23, 2015 |

This is the second article in a three-part series. To read the first article, click here…


Now to the key lessons learned. I have grouped them by the usual phases of a transformational BPO programme – Design, FitGap, Implementation, … Read More

DIY IT: is insourcing a good idea?

March 19, 2015 |

Over the last decade, outsourcing IT has become an increasingly routine decision about which provider to use and how. The outsourcing industry has seen enviable growth rates and its outlook remains bright. Yet, a trend is emerging where a number … Read More

Impact sourcing is not just rural sourcing

March 19, 2015 |

When talking about impact sourcing it is easy to think about rural areas in India or Sub-Saharan Africa. However, impact sourcing can also happen much closer to home. According to Everest Group, two of the requirements for the impact sourcing … Read More

Sustainable procurement: converting environmental impact into financial impact

March 18, 2015 |

It’s difficult to put a price on pollution. Damage to the environment is something we all end up paying for – through the depletion of resources and decreased quality of life – but how do you assign a figure to … Read More

Q&A: Sushma Rajagopalan, ITC Infotech

March 16, 2015 |

Sushma Rajagopalan is the CEO of Bangalore-headquartered IT services company ITC Infotech, having been in her position since November last year. We got together with Sushma to get her thoughts on the business she’s taken on, today’s outsourcing landscape, and … Read More

Lessons Learnt in Transformational BPO (Part 1)

March 12, 2015 |

In this article I share some key lessons learned from my experiences in transformational business process outsourcing (BPO). My aim is to help readers involved in such initiatives avoid pitfalls that could see them waste a lot of money or … Read More

Global Business Services: a current snapshot

March 12, 2015 |

Over the last 12 months, KPMG has been conducting detailed research with Global 1000 companies on their shared services deployment strategies and operating models. Per the following snapshot, which captures the responses of over 40 leading companies: roughly 75 percent … Read More

Five steps to mitigating outsourcing overbilling risk

March 11, 2015 |

The recent incident regarding Infosys’ overcharging of Apple for outsourced services demonstrates that overbilling is not just theoretical, and that you don’t have to look far afield for proof. The first line of defence is developing an outsourcing agreement correctly … Read More

Q&A: Srikrishna Madhavan, Xchanging

March 6, 2015 |

Srikrishna “Sri” Madhavan is President – Business Processing Services at Xchanging. Ahead of our Editor’s Roundtable on ‘How finance is leveraging technology’, we got together with Sri to get his take on some of the key trends at play in … 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

Cream of the Crap

March 4, 2015 |

This is a continuation of the article ‘It’s not in your budget… seriously…‘.


On my Monday morning drive to Indiana, I reflected on an article I read over the weekend which validated a recent feeling I had about our … Read More

They hacked the CEO!

February 27, 2015 |

This week, I received an email from the CEO of a well-known customer experience outsourcer. Nothing particularly unusual about this, considering my job, but a few things stood out. See if you can spot anything suspicious in the following:


Read More

The four Rs of contract renegotiations

February 26, 2015 |

Renegotiating is key to ensuring you continue to get the best deal for your business. The complexity of renegotiating and how you approach it will be predominantly driven by timing and motivation, but knowing exactly what level of renegotiation you … Read More