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 Knowledge Center Lead Articles Public Article Public Article     Associate Membership Required Associate Membership Required     Professional Membership Required Professional Membership Required
 Professional Membership Required State of the Industry 2015: Customer Maturity is Affecting Outsourcing Activity in Many Ways This report is based on a survey of IAOP members and ISG customers and contacts conducted by IAOP and ISG in December 2014, and a follow-up poll of attendees at the Outsourcing World Summit in February 2015. The survey audience included more than 50,000 outsourcing professionals around the world. Unless noted, data presented in this report is for customer respondents. The survey and complete results for all questions are presented in the Appendix, which also includes results for sourcing service provider and advisor respondents.  More »

 Professional Membership Required Security in an Outsourced Environment Rasmus Kærsgaard Theede, VP Group Quality and Security, KMD, contributed with observations about the role that the press and media play in controlling where companies put their focus resulting in a distortion of resource allocation vs. actual need. Rasmus backed this up with details on the actual occurrence of, for instance, cyber espionage at 0.8% vs. accidental disclosures at 29.4%; and that 50% of data breaches in the public sector were due to human error or employee snooping. Key to Rasmus’ message about rational resource allocation is that by complying with ISO 27001, 90% of errors and issues will be able to be addressed.  More »

 Professional Membership Required BPO’s Next Wave of Robotic Process Automation Across industry, robots have revolutionized the way companies operate. Most famously that happened in a manufacturing context with the robotic vehicle assembly lines. Now, though, the next wave of Robotic Process Automation (RPA) is hitting the back office.  More »

 Associate Membership Required Global Sourcing & Tryst with Growth: Case for Three Parallels The paper delves into the stages of sourcing industry's evolution. It presents 6 cycles and the complex tryst between three cycles running in parallel, thereby causing the veritable chaos we see in the industry today.  More »

 Associate Membership Required Robotic Process Automation: Three Client Case Studies Business process automation has been around for a long time, so people have many questions about Robotic Process Automation. What is different and new about RPA? What business value is being delivered to early adopters? How does RPA affect outsourcing relationships? In this session, Mary Lacity answers these questions based on her latest case study research conducted with Leslie Willcocks and Andrew Craig at The Outsourcing Unit (OU) of the London School of Economics (LSE). She presents three case studies of early adopters of RPA using Blue Prism software. These case companies radically transformed business operations with RPA, delivering much lower costs while improving service quality, increasing compliance, and decreasing delivery times. Scalability was unbeatable—their robotic workforces could be doubled almost instantly to meet demand, and then scaled back down after the surge. In two cases, clients deployed RPA on their own and earned ROIs of over 200 percent. The third case occurred at a BPO provider; this company foresaw how RPA could transform outsourcing services and built up mature robotic process automation capabilities within a year. But as with all innovations, organizations must learn to manage RPA adoption to achieve maximum results. Lacity shares the lessons the case companies learned to attain results.  More »

 Public Article The 2015 Global Outsourcing 100 - World's Best Outsourcing Advisors IAOP is pleased to announce that the following companies have been selected as 2015’s best outsourcing advisors – The World's Best Outsourcing Advisors. Companies included on the list will have demonstrated their global excellence; half or full "stars" are awarded for all companies distinguishing themselves in one or more judging categories, with the highest rated of those receiving "full stars". Companies were judged on three critical characteristics: size and growth; delivery excellence and programs for innovation.  More »

 Associate Membership Required Optimizing Business Value in Global Business Services (GBS) Relationships Thru the Use of Advanced Tools & Technologies The new world of GBS is about digitally enabled ecosystems, creating, adapting & optimizing them!  More »

 Public Article The 2015 Global Outsourcing 100 IAOP is pleased to announce that the following companies have been selected as 2015’s best outsourcing service providers – The Global Outsourcing 100®. Companies included on The Global Outsourcing 100 list will have demonstrated their global excellence; half or full "stars" are awarded for all companies distinguishing themselves in one or more judging categories, with the highest rated of those receiving "full stars". Companies were judged on four critical characteristics: size and growth; delivery excellence, programs for innovation, and CSR.  More »

 Associate Membership Required 2015 Global Contact Center Survey Results Deloitte Consulting’s 2015 Global Contact Center Survey focused on contact center industry leaders’ perspectives on both current and forward-looking topics across the dimensions of contact center strategy, operations, people, and technology. Specifically, key insights were shared on contact center hot topics such as growth projections, customer experience drivers, location considerations, multi-channel focus areas, and organizational alignment.  More »

 Associate Membership Required Security and Outsourcing Ole Horsfeldt, Partner, Gorrissen Federspiel, contributed to the discussion by noting critical aspects of contracting for security, perhaps summed best up by his comment that, “you get what you pay for and what you measure.” Ole focused on the central issue of implementation and predicted that the future will bring security SLAs that will accommodate for a constantly changing security picture.  More »

Professional Membership Required The Key Elements of the Outsourcing Contract Chadd Parker, Legal Counsel - Resources from Accenture and Matthew Lovell, an attorney at Kirkland & Ellis began the presentations with a lively discussion about the key elements of an outsourcing contract and some do's and don'ts about the contracting process.  More »

Public Article Chapter Meeting Presentations From data security and governance to emerging outsourcing destinations and the latest trends, IAOP's global chapter network is talking about it.  More »

 Associate Membership Required State of the Industry 2015 Executive Summary: Customer Maturity is Affecting Outsourcing Activity in Many Ways This report is based on a survey of IAOP members and ISG customers and contacts conducted by IAOP and ISG in December 2014, and a follow-up poll of attendees at the Outsourcing World Summit in February 2015. The survey audience included more than 50,000 outsourcing professionals around the world. Unless noted, data presented in this report is for customer respondents. The survey and complete results for all questions are presented in the Appendix, which also includes results for sourcing service provider and advisor respondents.  More »

Professional Membership Required Outsourcing Professional Body of Knowledge (Version 10): The Standards This publication is an extract of the OPBOK showing The Standards.  More »

Professional Membership Required Outsourcing Professional Body of Knowledge (OPBOK) A cohesive and comprehensive outline of the commonly accepted practices and skills required to ensure outsourcing success.  More »

 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 »

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