The Power of Middle Management: Keeping the Good Guys on Your Side

The middle managers of any established business have the responsibility to operate the core of the business, and hold a wealth of knowledge about what works well versus areas for improvement. When sourcing becomes an alternative for any part of the business owned by middle managers, it is imperative to involve them and make use of their deep understanding of the operating requirements.

Engaging middle managers in the details surrounding the sourcing process will:

  1. Enlist their vast operational knowledge
  2. Convey your value and trust in them
  3. Keep them well informed so they can communicate appropriately to the broader

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Global BPO: The Decade in Retrospect and the Way Ahead

The BPO world has come a very long way over the past decade! We have seen significant change in the market, both from buyer and supplier perspectives. 

Buyer requirements have evolved across the board to enhance the range of processes that they outsource and the way they structure the engagements and what they demand from a BPO partner. 

Providers have evolved to keep pace with buyer interests, and in many ways have also influenced the same by creating and demonstrating capabilities that have strongly contributed to the evolution of the buyers’ thoughts. 

Overall, from my perspective here is what that… Read the rest

Outsourcing Predictions for 2011: The Reshaping of the Industry

For more than 10 years, it has been my privilege – and my fascination – to interview the world’s leadings service providers and analysts about their predictions as to how outsourcing will change in the coming year.

Years ago, the articles started with an overview of how accurate the prior year’s predictions turned out to be. Except for the growth predictions, the predictions were often not on the mark – except for two years where the industry observers predicted massive change – one due to the beginnings of BPO and the other was the year everyone talked about the impact… Read the rest

Importance of Managing Diversity in an Outsourcing Relationship – Interview of Joe Santana, Sr. Director of Diversity, Siemens USA

Can diversity management in outsourcing make a difference in the potential return on investment (ROI)? I discussed this issue with Joe Santana, Senior Director of Diversity at Siemens USA. He has an extensive background in outsourcing, even prior to his diversity position with Siemens, providing him the opportunity to see from the inside and outside how effective diversity management can be an important factor in outsourcing relationships.

Please explain how diversity arises in outsourcing. Is it something more than having a workforce of multiple races and ethnicities?

JS: Yes. Add to that the recent increase in the number of… Read the rest

Part I – Shared Services vs. Outsourcing: A Roundtable Discussion

Shared services centers and outsourcing are both hot with today’s businesses looking to cut costs and increase efficiencies as much as possible. What are the differences between the two models? This is Part I of a three-part roundtable discussion on important perspectives on these popular business models. Part I roundtable participants are Krist Davood, Group CIO of Schiavello; Joseph Soalheira, Advisory Board Member of the Shared Services & Outsourcing Network (SSON) global community; and Peter Barta, CEO of Everest Group Asia Pacific. All three are among many industry experts presenting at the upcoming 13th Annual Australasian Shared ServicesRead the rest

Part II – Shared Services vs. Outsourcing: A Roundtable Discussion

Shared services centers and outsourcing are both hot with today’s businesses looking to cut costs and increase efficiencies as much as possible. What are the differences between the two models? This is Part II of a three-part roundtable discussion on important perspectives on these popular business models. Part II roundtable participants are Krist Davood, Group CIO of Schiavello; Joseph Soalheira, Advisory Board Member of the Shared Services & Outsourcing Network (SSON) global community; Asheesh Mehra, Head of Sales, Infosys BPO Asia Pacific; and Peter Barta, CEO of Everest Group Asia Pacific. All four are among many industry experts presenting atRead the rest

Part III – Shared Services vs. Outsourcing: A Roundtable Discussion

Shared services centers and outsourcing are both hot with today’s businesses looking to cut costs and increase efficiencies as much as possible. What are the differences between the two models? This is Part III of a three-part roundtable discussion on important perspectives on these popular business models. Part III roundtable participants are Krist Davood, Group CIO of Schiavello; Joseph Soalheira, Advisory Board Member of the Shared Services & Outsourcing Network (SSON) global community; Asheesh Mehra, Head of Sales, Infosys BPO Asia Pacific; and Peter Barta, CEO of Everest Group Asia Pacific. All four are among many industry experts presenting atRead the rest

What If?

I read a press release the other day about the Chicago area recently launching a public awareness campaign regarding how its 14 museums and zoos contribute to the city and to the state of Illinois. The headline alone caught my attention, as I assumed residents don’t need to be made aware of the benefits of having Picassos, giraffes, planetariums, and dinosaur bones in their midst. Fun, education, culture, even inspiration came to mind as clear benefits.

But in reading further, I learned the zoos and museums also result in more than 26,000 jobs, tax revenue, and about $1 billion annually… Read the rest

Do You Really Trust Your Outsourcing Partner?

Trust is something that really trips people up in outsourcing relationships. In my talks with hundreds of executives involved in outsourcing over the last decade, I’m intrigued by the fact that when I ask executives about the trust level in their relationship, some can’t determine if trust is there, some say they thought trust was there but then something happened that indicated otherwise, and most who say trust is key to their success can’t describe how to build or sustain it.

Outsourcing has an inherent challenge that makes trust become crucial to achieving successful outcomes. We’ve developed all sorts of… Read the rest