Function Archives

Beyond Automation: The Importance of Human Analytics in Social Media Monitoring

Anand Chopra, Ph.D., Research & Analytics, Wipro BPO

Mobile networking. Online games. Social computing. As personal and professional worlds collide, social media is generating huge amounts of unstructured data that’s brimming with business insights — from consumer preferences to competitor activities. That’s why many companies are using social media monitoring tools to “listen” to these conversations. These automated tools — from firms such …

A Pioneering HR BPO Engagement Succeeds through "The Simplicity of One&quot

Outsourcing Center, Patti Putnicki, Business Writer

16th Annual Outsourcing Excellence Awards—Best BPO: International Paper and Aon Hewitt “Instead of communicating by change requests and contract management, we can sit down and talk. That is what makes us successful.” Scott Lacy, Manager of HR Operations, International Paper It was the 1990s and the paper and packaging industry was dramatically evolving. To keep …

What is Outsourcing? It’s Our Past, Present and Future

Outsourcing Center, Karthik Nagendra, Business Writer

What is outsourcing? It is not a new or alien phenomenon. Almost every organization outsources some aspect of its business. A paint company may outsource the manufacture of its paint cans; a mobile network may outsource its billing activity; a hospital may outsource medical waste disposal; an auto manufacturer may outsource servicing; and an IT …

The Next Generation Shared Services through BPO

Dennis Winkler, Director, Jim Matthews, Managing Consultant, Alsbridge

Executives are all asking similar questions of their shared service organizations (SSO): “How do I get to the next level of shared services and realize more value?” “How do I change my SSO model to expand services and go global?” “How do I drive continuous process improvement initiatives?” “How do I deal with social media …

Winning Approach to BPO: Be Flexible, Stay Involved, Commit for the Long Term

Outsourcing Center, Patti Putnicki, Business Writer

16th Annual Outsourcing Excellence Award Winner 2012—Best New Process/Application: Rio Tinto and Infosys Rio Tinto is a leading international mining group, and at almost 200,000 invoices a month, is one of the largest global accounts payable operations around. Until 2009, these payables were handled in house, by separate regional onshore teams in five different countries, …

Outsourcing Enterprise’s BYOD Adoption to Improve Chances of Success

Outsourcing Center, Karthik Nagendra, Business Writer

Are you at work? Check the mobile phone you are using. If you are in the Europe, Middle East and Africa (EMEA) region, chances are your company has allowed you to bring your own smart phone to work. The results of a recent survey of the region released by Aruba Networks (NASDAQ: ARUN) suggests that …

Transforming Supply Chain Management with RFID

Outsourcing Center, Karthik Nagendra, Business Writer

Some years ago, Radio Frequency Identification (RFID) was going to bring supply chain management to the next level. Retailers like Target, Metro Cash & Carry and Walmart adopted it, only to discover that there were several challenges. Integration with SCM was one—tracking everything down to the last part/unit using RFID was turning out to not …

Mobility Shifting the Wave from Brand-centric to Customer-centric Retailing

Outsourcing Center, Karthik Nagendra, Business Writer

Two things are of key importance in the retail industry today: margins and customer loyalty. While better sourcing, operational efficiencies and market penetration can check margins, the answers to improving loyalty or even maintaining them are complex. Retailers are increasingly being forced towards tactical solutions, rewarding customers with “money-off” deals. Much of the concept of …

Financial Services: Build those mobile apps before customers dial out

Outsourcing Center, Karthik Nagendra, Business Writer

Innovation unfolding by way of mobile application usage in the financial sector is not totally unexpected: an increasing number of customers are walking around with smart phones, transacting in virtual worlds, accessing information 24X7, changing market dynamics and providing unlimited opportunities. Time has literally begun to translate into money. ComScore (NASDAQ: SCOR) [i] reported earlier …

The World’s Largest Procurement BPO Engagement Realizes Its Vision

Outsourcing Center, Patti Putnicki, Business Writer

16th Annual Outsourcing Excellence Awards—Best Financial Services: Deutsche Bank and Accenture The world’s largest procurement BPO engagement has realized its vision. “Working as one cohesive team, we over-delivered on our business case and we’re still on an upward trajectory. Eight years after initiating the largest procurement BPO engagement in the world, we’re here, we’re successful and …

Research & Insight

Function

What is Outsourcing? It’s Our Past, Present and Future

Winning Approach to BPO: Be Flexible, Stay Involved, Commit for the Long Term

Outsourcing Enterprise’s BYOD Adoption to Improve Chances of Success

Transforming Supply Chain Management with RFID

Financial Services: Build those mobile apps before customers dial out

The World’s Largest Procurement BPO Engagement Realizes Its Vision

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