Research & Insight

Global Service Delivery

The Retail Revolution: Big Changes in Store for 2012 | Article

Outsourcing Center, Patti Putnicki, Business Writer

The past few years have not been kind to retailers. Sluggish economies, shrinking margins and a more cost-conscious consumer have taken their proverbial toll. “We’ve seen retail sales increase by 5 percent to 6 percent, yet profits declined from 3.5 percent to 2 percent.  So, even though stores are selling more, they’re making less,” explained …

The Evolving Product Sourcing Value Chain in China — Part 1 | Article

Thomas Keenan and Geofrey L. Master, Mayer Brown LLP

The product supply chain from China is not what it used to be. Over the past 20 years, Chinese consumer-product manufacturers have become increasingly sophisticated and capable of taking on more “value-adding” tasks or segments of the product creation supply chain and have moved from mere manufacturers to multi-functional suppliers. In doing so, they have …

Managing Enterprise Mobility in a Bring-Your-Own-Device World: Trends, Challenges and the Role of Outsourcing | Article

Outsourcing Center, Patti Putnicki, Business Writer

It is the era of the 24/7 employee – but no one seems to be complaining. Cloud computing, collaboration convergence and the need for access-on-the-go have driven a surge in mobility technologies. Instead of wanting to “get away from it all,” people want to take it all with them – accessible through the lightweight devices …

Award-Winning Outsourcing Relationships — Three Key Ingredients in their "Secret Sauce" | Article

Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.

Behind each award-winning global outsourcing relationship is a fascinating story of extraordinary people, excellence in service delivery, lots of sweat equity, some painful bumps in the road, a mutual willingness to constructively solve problems, and trust earned. Contracts were awarded as a result of a competitive bid, so they started with a blank recipe card. …

Keeping Your Head in the Clouds: Creating an Effective Cloud Strategy | Article

Outsourcing Center, Patti Putnicki, Business Writer

If you were ranking the most talked-about topics of 2011, Cloud Computing would probably fall somewhere in between Charlie Sheen and the Royal Wedding. But, in most cases, that talk hasn’t translated into a groundswell of action. According to a recent Alsbridge eSeminar survey, one of the stumbling blocks appears to be the initial planning …

BPO Study’s Surprising Findings on Value and Long-Term Intent in Outsourcing Relationships

Outsourcing Center, Kathleen Goolsby, Senior Writer

Buyers of outsourcing services want their service providers to invest in technologies that bring continual improvement to the outsourced processes. Providers want to invest only where it is also beneficial to their margins in the long run. Therein lies a conflict. Are there reliable predictors of a buyer’s intent for a long-term, mutually beneficial relationship …

Action Plans for Managing Attrition in an Outsourcing Service Provider’s Resources | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Change sometimes brings unintended consequences. When outsourcing relationships several years ago took on the characteristic of delivering services from one or more offshore locations, an unintended consequence was “talent wars” and attrition. Unmanaged attrition among a provider’s ranks leads to unsatisfactory service delivery and higher costs. How can the parties manage this dilemma? Should they …

Leveraging Agile’s Skills to Create Successful ADM Outsourcing | Article

Brandi Moore, Business Writer

Jim Chiang, CEO of NeoContext, an Agile consultancy, says, “One of the biggest hurdles in outsourcing is getting over the collaboration hump. It’s too easy to put together a project plan and send it over the fence for implementation. We all know this is a preferred strategy, but it doesn’t work.” So how do applications …

Business Process as a Service – The Next Wave of BPO Delivery | Article

Outsourcing Center, Bruce McCracken, Business Writer

Business process as a service (BPaaS) is emerging to be a BPO game-changer reminiscent of Software as a Service (SaaS) a decade ago. Specifically, BPaaS is adding arrows to organizations’ outsourcing quiver in how they approach their finance and accounting and other back-office functions. “Businesses that leverage traditional outsourcing deals are looking to move off …

Upcoming Changes Point to Need for Buyers of Outsourcing Services to Alter their Way of Thinking | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Outsourcing Center asked leading outsourcing service providers about their predictions as to the biggest changes that will impact outsourcing buyers over the next five years. Their answers clearly point to a need for buyers to alter their thinking about how, when, and why they engage with providers of outsourced services. Extreme performance requires elasticity Joanne …

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