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IAOP's Knowledge Center, Firmbuilder.com

provides the information outsourcing professionals need to be successful in their jobs. With new articles loaded regularly, Firmbuilder takes the hassle out of finding documentation that will help you and your organization design, implement and manage simple or complex outsourcing engagements. Check out the latest additions below!


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Featured Video: Bringing Outsourcing to Front Office

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Bringing Outsourcing to Front Office


IAOP presents Marco Ziegler, Accenture & Andy Walter, Proctor and Gamble: Bringing Outsourcing to the Front Office.
 Knowledge Center Lead Articles Public Article Public Article     Associate Membership Required Associate Membership Required     Professional Membership Required Professional Membership Required
 Associate Membership Required PULSE: The Magazine Driven By & For the Outsourcing Professional - Current Issue IAOP's e-zine takes you deep into outsourcing with the latest ideas, advice, knowledge, and best practices, and turns the conventional upside down with stories designed to engage, inspire and challenge you. With editorial content from the leading thinkers and doers in the outsourcing industry, you’ll have the know-how, tools and resources to succeed as a new professional in today’s global economy....more

 Professional Membership Required Service Management 3.0 – The Next Generation of Service If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute it. However, the traditional models and themes are no longer sufficient. Future focus should be on the service delivery system and the power of the human touch. Frontline service employees should be empowered to create appreciated service moments and through their service performance influence and preferably leverage the purpose of the customer organization....more

 Associate Membership Required Featured Pulse Trend Predictions (Genpact) Sanjay Srivastava, Senior Vice President and Business Leader, Enterprise Technology Services at Genpact, discusses trend predictions in the banking and financial services industry....more

 Associate Membership Required Featured Pulse Trend Predictions (Avasense) A digital tsunami is sweeping through the industry, forged by the convergence of changing consumer patterns, evolving business models and rapid technology shifts....more

 Associate Membership Required Featured Pulse Trend Predictions (KPMG International) David Brown of KPMG International, predicts several significant trends in the outsourcing space, heading into 2015....more

 Associate Membership Required Featured Pulse Trend Predictions (Neo Group) Neo Group predicts 2015 to be a year fueled by “Automation, Analytics, Aggregation and Digital.”...more

 Professional Membership Required Keeping the Peace - The Need for Multi-Provider Agreements Multi-sourcing--where a customer uses several service providers to provide a single scope of outsourced services, is now the new norm in outsourcing. For the past 10 years, customers have been more interested in a multi-sourcing/best-of-breed model, than having a single provider deliver an entire scope of services. This model has some terrific advantages, but it also presents some serious challenges. One of the largest challenges is that multi-sourcing requires service providers to cooperate with one another at an operational level....more

 Associate Membership Required Featured Pulse Trend Predictions (KellyOCG) Leverage these latest trends to build a successful talent community....more

 Professional Membership Required Managing and Mitigating Risk within Strategic Facility Management The subject of this paper is risk management and mitigation through strategic facility management (FM), and it is based on fieldwork performed by the Vienna University of Technology, Department of Information and Facility Management (IFM); PriceWaterhouseCoopers Austria (PwC); and experiences derived from the delivery side of the service provider ISS Austria’s FM business....more

 Professional Membership Required Employee Engagement - The Crucial Role of the Supervisor Engaged employees are more productive, more customer-focused and more loyal – and companies with high levels of employee engagement are more profitable, according to a number of studies over the past two decades. While the benefits of employee engagement are well established, the drivers for employee engagement are less well understood. Original research at a high performing ISS unit shows the crucial role that supervisors and managers play in ensuring employees feel engaged in their work....more

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