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Outsource magazine: thought-leadership and outsourcing strategy | October 24, 2014

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Share your thoughts on innovation (and maybe win an HP tablet…)

October 22, 2014 |

From an overused cliché to a driver that impacts processes, organisations, industries or society, ‘innovation’ strikes many different chords.

But the fact remains that innovation seems to be very important to businesses of all types. Organisations today are under constant … Read More

“I Accept”: risks and challenges in cloud contracts

September 2, 2014 |

Many cloud computing contracts are standard form contracts with pre-decided terms that you can either accept wholly or reject, but cannot modify. All you get to do is choose “I Accept”. These agreements are therefore also known as “click and … Read More

TOP TEN: Biggest Lies in Outsourcing

August 18, 2014 |

In an ideal world everyone would be scrupulously honest, willing to shine a light on their own shortcomings, and engage with a partner on an entirely frank and open basis. But this is not an ideal world… For the latest … Read More

Preventing costly outsourcing disputes

August 1, 2014 |

Outsourcing disputes have their root in the inherent tension between the need for customers to improve efficiency and cut costs to do more with the lower budgets available, and the need for providers to balance the profitability of the deal … Read More

Fact-finding: outsource to add value (Part 2)

July 30, 2014 |

To read Part 1 of this article, click here.

In a really sensitive operational matter, or in a difficult disciplinary matter, or internal investigation, the lawyers might be brought in. This sometimes involves the organisation’s legal function; or even an … Read More

Fact-finding: outsource to add value (Part 1)

July 22, 2014 |

There is an urgent need for medium and large organisations to re-think their fact-finding systems for internal inquiries, complaints and disciplinary investigations. This affects areas such as FCA and other regulatory compliance, employment, health and safety issues, complaints processes, intellectual … Read More

The “I” Word: Innovation – avoid false assumptions

July 17, 2014 |

Innovation transforms something, whether a process or a machine. It is more than an incremental improvement – saving “fingers and toes” worth of time, effort or money. Innovation is, I believe, disruptive, as opposed to continuous improvements which can be … 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: 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