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Outsource magazine: thought-leadership and outsourcing strategy | November 26, 2014

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Shared Services

The Whitehall Effect: how Whitehall became the enemy of great public services and what we can do about it

November 6, 2014 |

The following is an edited extract from Chapter 5 of The Whitehall Effect: how Whitehall became the enemy of great public services and what we can do about it by John Seddon, recently published by Triarchy Press.

It was Gordon … Read More

Outsourcing Nightmares: our contributors look back in horror…

November 4, 2014 |

The Outsource community shares dreadful tales of woe…

Scott Thiel Partner and Head of Intellectual Property & Technology, Hong Kong, DLA Piper We once had a client that was determined to do a very complex corporate joint venture outsourcing when … Read More

Setting up a world-class Global Business Services organisation: no easy undertaking!

September 12, 2014 |

Businesses leaders are increasingly presenting tougher challenges to their corporate functions: “Help me save money year-on-year” and “allow me to be more flexible so I can respond to external changes” are just two examples of what they are looking for. … Read More

Top tips for setting up a shared service centre

August 21, 2014 |

The establishment of an internal shared service centre (SSC) – or the transfer of functions to a BPO, for that matter – is not a decision that can be taken lightly and with the mind-set that money can be saved … Read More

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: 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: 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

Optimising Field Service Operations to Drive Profitability and Improve Customer Experience (Part 2)

June 17, 2014 |

Continuing our report on a unique roundtable, hosted by Outsource in collaboration with OnProcess, looking at challenges and opportunities for field service operations. To read Part 1 of this article, click here.

In order to address some of the problems … Read More

Optimising Field Service Operations to Drive Profitability and Improve Customer Experience (Part 1)

June 13, 2014 |

Early in 2014, Outsource got together with service supply chain optimisation specialists OnProcess Technology to host a roundtable entitled ‘Optimise Field Service Operations To Drive Profitability And Improve Customer Experience’. Held at London’s Landmark Hotel, the event saw a very … Read More

Winning today means finding the right balance

June 2, 2014 | 1

The years of ‘outsource everything’ are long gone…so are the years of ‘keep everything in-house’ – the winners today are finding the right balance.

Only 7% of companies that adopt shared services – either in-house or through outsourcing – achieve … Read More