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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

 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

 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

 Public Article Innovation in Outsourcing: The Case of The Procter & Gamble Company Many people believe innovation springs serendipitously from some kind of “aha” moment – literally a bolt out of the blue. P&G knows differently. Innovation has been the corporate lifeblood since P&G’s humble beginning in 1837 when William Procter and James Gamble signed a partnership agreement formalizing The Procter & Gamble Company. Today, P&G’s products touch and improve the lives of over 4.8 billion consumers in 180 countries. Fifty “Leadership Brands” include some of the world’s most well-known household names with 25 of these 50 brands each generating more than $1 billion in annual sales....more

 Professional Membership Required Summary Findings: Corporate Clients Future Plans Study Key findings from Duke University's Corporate Clients Future Plans Study....more

 Professional Membership Required Summary Findings: Providers’ Future Plans Study Key findings from Duke University's Providers' Future Plans Study....more

 Public Article The Role of ISO 37500 within IAOP’s OPBoK Recognizing the importance of outsourcing, the International Standards Organization (ISO) has developed a public domain outsourcing guide, ISO 37500....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 View from the C-Suite: Rhonda Vetere, CTO, Estée Lauder Companies, Inc. Known as a “change agent” throughout her career that has included senior-level global IT leadership positions at AIG, HP, Lehman Brothers/Barclays and JPMorgan Chase, Rhonda Vetere is bringing a fresh approach to her new position as CTO of Estée Lauder....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

Public Article Do the Right Thing! The need to grow and develop is universal - in people and the organizations they create. It’s the “itch” that drives higher performance and fuels the quest for value. And it creates a virtuous circle of performance – higher-level skills mean higher-level business outcomes. Moreover, research shows that the best BPO relationships – those that produce the most value – are also highly collaborative and partnerial, where collaboration includes everyone – clients and providers, their people, and the extended communities where they live and work. The opportunity for the outsourcing industry to “do the right thing” is huge, if we can just harness the power....more

Associate Membership Required Partners in High Performance The key to long-term excellence in BPO? The quality of the relationship between client and provider. New research reveals eight best practices critical to creating a more strategic, balanced and thoughtful approach to establishing and managing BPO engagements....more

Associate Membership Required Achieving High Performance in BPO Now beginning its third decade of existence, business process outsourcing has become an accepted management practice across most companies and industries. At the same time, it is becoming a more complex endeavor, going deeper into the value chains of companies. That means the bar is being raised in terms of what companies are expecting from their BPO providers...more

Associate Membership Required Business Cloud: The State of Play Shifts Rapidly The Cloud has come a long way in a few short years. As a long-time proponent of the advantages of Cloud adoption, Capgemini has been aware that attitudes about the Cloud have been shifting by degrees — within the IT industry of course, but more interestingly with their clients....more

Associate Membership Required The Evolution of Sourcing Models: Mitigating Risk by Hitting the Right Balance of “In” and “Out” The evolution of sourcing models has come full circle as companies seek more flexible and risk-free outsourcing strategies. The latest sourcing model, remote in-sourcing, offers the benefits of a dedicated team without the traditional risks of working with a third party provider....more

Public Article Certified Outsourcing Professional® (COP) The COP designation distinguishes individuals as leaders in the field of outsourcing. It powerfully demonstrates that they possess the experience and knowledge required to design, implement, and manage outsourcing initiatives that have a high probability of achieving an organization’s intended outcomes. This professional designation, which focuses on the management process of outsourcing itself, is equally valuable to individuals working as customers, providers, or advisors. It promotes an environment where all of the parties to an outsourcing business relationship have a common and shared professional knowledge, approach and commitment to mutual success....more

Associate Membership Required Doomsday Predictions for Outsourcing vs. the New Normal: What’s so Disruptive Anyway? Traditional business models are being fast replaced by new models. Silos are giving way to converged opportunities, technologies are self-learning, humans are being replaced by machines, and knowledge obsolescence is threatening our way of life. Key Learning objectives: 1) Is this a clash of civilizations and how do we deal with it? 2) Is this just another inconvenient blip? How do we ascertain it? 3)Does it have the potential to become mainstream quickly? Disruptions, convergence, M2M interactions and impact on traditional outsourcing models. 4) Unpredictable environments are demanding a new normal. What is this new normal? 5) Are organizations and outsourcing professionals sufficiently well-equipped? Are we heading toward a scenario where Information Wars will determine sustenance or obsolescence more than ever?...more

 Knowledge Center By Category Public Article Public Article     Associate Membership Required Associate Membership Required     Professional Membership Required Professional Membership Required
IAOP Chapter Proceedings »     More »
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 Governing and Managing Outsourcing »     More »
 Nearshore & Offshore »     More »
Sourcing 101 »     More »
 Outsourcing Research »     More »
 Macro-View »     More »
 For Providers... Building for Success »     More »
 Outsourcing's Global Value »     More »
Corporate Social Responsibility »     More »
 COP Resource Center »     More »
 Implementing Outsourcing »     More »
 Outsourcing World Summit Conference Series »     More »
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