This is the second blog in a recurring column in Outsourcing Buzz Blog focusing on thought leadership in outsourcing, as seen from the perspectives of two industry leaders with unique views into the workings of how outsourcing deals really get put together – and the results of those maneuvers. (See “Never Underestimate the Value of PEOPLE When it Comes to Outsourcing,” the first blog in this column.)
Insights in this recurring column come from sourcing advisors, Joe Vales and Kerry Ann Vales of Vales Consulting Group and Vales Consulting Lite.
This week I asked Joe and Kerry Ann… Read the rest
WNS was featured on the show titled Making it Big – 2010 on CNBC last week. The program chronicled WNS’s growth story from its origins as a captive back-office unit of British Airways through its transformation into a leading third-party provider of BPO services across many industries.
The program covered WNS’s history, its pioneer status in the BPO industry, and its leadership position as the first India-based BPO company to list on the NYSE. Most importantly, the show highlights WNS’s focus and strategic programs for the future as it evolves for its next phase of growth.
If you’re interested in viewing the show,… Read the rest
Since outsourcing is a business model whose success depends on the relationship itself, how important is it that the top execs of both the client and service provider companies develop personal relationships with each other? Does it really help the outcome – the achievement of objectives – in any way?
Let me first put come context around “develop personal relationships with each other.” I’m not referring to the activities (although they are crucial for success) companies undertake where there is an offshore service delivery component and both parties need to visit each other’s countries and learn more about each other’s… Read the rest
Over the past 20 years, the outsourcing request for proposal (RFP) process fueled the growth of outsourcing on a global basis. It served as a framework for buyers to evaluate service providers and their proposed solutions. Overall, it provided buyers with the details to reduce the risk related to large outsourcing transactions and led to identification of best practices, templates, and processes that leveled the playing field for unsophisticated buyers. For service providers, the RFP process initially provided a structured platform to present their solutions and differentiate their services.
All of these developments were extremely positive and would normally insure that the RFP process… Read the rest
On any given day, if I ask five buyers of outsourcing services how they manage their relationships, at least three of them will respond that they don’t manage by their contract. They go on to tell me what they do with the contracts.
“It’s sitting on a shelf, gathering dust.”
“It’s somewhere in a file cabinet, I forget exactly where.”
“It’s tucked away in a drawer.”
“It’s under the desk, too voluminous for a drawer.”
That’s all well and good. But in reality, when people really disagree on an issue, they go back to the contract. For many companies, that’s… Read the rest
The due-diligence task of talking to a potential service provider’s existing clients for references on the provider’s capabilities is part of the first line of defense in trying to structure an outsourcing relationship for success.
But it’s somewhat like talking to the poison taster for a king – clients giving references are those who tasted the provider’s services and lived on to tell the tale.
Sure, finding out if the provider has successful past experience with a deal of the scope and complexity of the deal under consideration is of vital importance. Absolutely. But wouldn’t the potential buyer also benefit… Read the rest
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