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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 »

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 »

 Professional Membership Required IAOP Outsourcing Talent Survey 2015 A look at the evolution of outsourcing as a profession, critical challenges facing the field, and compensation trends for outsourcing professionals. The Americas • Europe • Africa • Asia • Australia / Oceania  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 »

 Professional Membership Required Insurance Megatrends: The Need for Speed in Insurance Claims Processing A powerful combination of state regulatory demands, rising customer expectations, and a rapidly changing and increasingly tech- enabled marketplace is making the “need for speed” in the insurance sector more important than ever before.  More »

 Public Article Key Findings from the State of the Industry Survey 2014 For the past several years, the International Association of Outsourcing Professionals® (IAOP®), in collaboration with Accenture, has surveyed its members to monitor the evolution of outsourcing and identify developments. The datasets we now have, including longitudinal data over several years, are enabling us to track key trends as outsourcing continues along a clear growth path.For the key findings, please click the download button.  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 »

 Public Article Best Practices in Outsourcing: The Case of Sprint Sprint is a leading telecommunication, Fortune 100 Company with about $35B in annual revenue in 2012. Sprint serves over 54 million customers in the US in additional to its international customers. In the US, Sprint is the third largest provider of 3G voice, data and push-to-talk network technology nationwide. Sprint is also a leader in 4G LTE technology covering over 300 markets segments across the US. Sprint’s global IP network reaches worldwide across 157 countries. Unlike some of its competitors, Sprint outsources 100% of products offered for retail purchase, and has done so for 20 years.   More »

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