Thousands of articles, reports, white papers, presentations and more resources to help you establish, build and grow successful collaborative partnerships.

PULSE Central


Welcome to PULSE Central, IAOP's Knowledge Center. Here you will find thousands of articles, white papers, conference presentations, chapter proceedings and more to help you and your organization design, implement and manage simple or complex issues in collaborative partnerships.


With new articles loaded regularly, PULSE Central takes the hassle out of finding information on the latest trends and current best practices.


Click the magnifying glass icon at the top right of your screen to search IAOP's website using Google Search. Use the Knowledge Index option to optimize your search by industry, function, topic, etc. on articles in IAOP's archives. 



Public Article Public Article Free Associate Membership Required Free Associate Membership Required Professional Membership Required Professional Membership Required
Free Associate Membership Required PULSE Magazine | 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 »


1 Certified Outsourcing Professional® (COP) Public Article
2 Reducing the Complexities of Scaling Ecommerce in China Public Article
3 View from the C-Suite: Rhonda Vetere, CTO, Estée Lauder Companies, Inc. Public Article
4 Innovation in Outsourcing: The Case of The Procter & Gamble Company Public Article
5 C–S–R You Ready? An IAOP Webinar Public Article
6 Show Me the Money Public Article
7 Key Components of an Outsourcing Agreement Public Article
8 The State of Tools & Technology in The Outsourcing Industry Public Article
9 The Rise of Legal Services Outsourcing Public Article
10 Socially Responsible Outsourcing: Doing Good While Doing Well Public Article

 Public Article What the world will look like after the COVID-19 crisis | This report anticipates what the world will look like after the COVID-19 crisis, since some deep and long-lasting changes are expected as we approach a “new normal”. It is the result of work by experts from our Atos Scientific Community, who have been actively analyzing the topic since the early days of the crisis. More »

 Public Article Content Intelligence: For the Future of Work | This IDC White Paper explores content intelligence (CI or “content IQ”) and the role that it plays in driving and scaling digital transformation. The document investigates the priorities, challenges, and benefits associated with content intelligence and reviews how organizations are executing digital transformation initiatives today and planning for the future. Finally, this document delves into what the future holds for automation and the new age of the digital worker. More »

 Public Article Digital Vision: Ethics | The Atos Digital Vision series aims to provide an engaging and informed view of the opportunities brought about by digital technology. This global opinion paper explores how embedding ethical reflection into the design of digital technologies can lead to genuine benefits for customers and citizens by helping to address their legitimate concerns about their wider impact, today and into the future. This paper contains multiple articles on the following topics: Ethics in the Digital Landscape Business Challenges People at the Forefront Ethical Business in Practice More »

 Public Article State of Process Mining and Robotic Process Automation | This report investigates the priorities, challenges, and benefits associated with process mining and how deploying robotic process automation (RPA) will impact how organizations plan for the future. The participants were asked to evaluate how rigorously processes in their business are followed, how far along they are in their automation projects, and the drivers for automating their processes. More »

 Public Article Smart Lockers Deliver a Safe Solution During COVID-19 | As the world adjusts to the new realities brought on by COVID-19, smart locker technologies that provide touch-free package delivery is growing as a solution for retailers, universities and corporations to protect their consumers, clients and employees. Recent research finds that Buy Online, Pick up in Store (BOPIS) is being embraced by 62 percent of consumers as a way to reduce exposure to the coronavirus, according to a survey conducted by SaaS provider Qudini.       More »

 Public Article Corporate Resilience: Practical Approaches and New Management Mindsets | Executive leaders across the global business community have quickly addressed the immediate needs of their organizations related to the COVID-19 crisis. Work-from-home is in place, productivity has reached near normal levels, and other immediate employee and client concerns are addressed. Now, as a result of the crisis, leaders face the opportunity to implement – and accelerate – visions that will future-proof and re-imagine their operating models and businesses. In this webinar, we share our collective insights on ways leaders can approach the opportunity ahead of them, which we’ve deemed “the great unsticking of new ideas,” and the technology that will help them realize breakthrough changes for the next normal. More »

 Free Associate Membership Required Accelerated Intelligent Automation in Enterprises | Enterprises’ adoption of Intelligent Automation (IA) technologies has been increasing steadily over the past few years, realizing significant cost savings and efficiency improvements. However, the time it takes to achieve these results is relatively long, given the dynamic and ever-increasing pace of business today. In this paper, we recommend an approach called Accelerated Intelligent Automation (AIA), which leverages automation accelerators to fast-track enterprises’ IA journeys and help them achieve breakeven on their investments much more quickly. Enterprises should look for these accelerator capabilities when choosing their automation tools and leverage these optimally in their automation journeys. More »

 Free Associate Membership Required Practitioner Perspectives - Mastering Efficiency and Innovation with Intelligent Automation | Over the last few years, Intelligent Automation (IA) has emerged as a tool to achieve operational excellence and process optimization. Robotic Process Automation (RPA) and Artificial Intelligence (AI), which constitute IA, promise to deliver significant business impact, but it is imperative for enterprises to follow the right adoption approach to unlock maximum benefit. More »

 Free Associate Membership Required Blockchain Platform Case Study | A Blockchain Platform for Scientific & Academic Research ???????ARTiFACTS is a unique web-based platform, which is purpose-built to enrich the scholarly record by enabling transactions and recording existence and attribution with linkages across all research artifacts. Main functions are the management of research projects, securing the provenance of research evidence, making hidden data accessible. The aim was to create a platform for researchers that removes barriers which delay the communication of results and gives scientists formal recognition. More »

 Free Associate Membership Required Online Food Service Delivery Case Study | Online Food Service Deliery The client is one of the largest online food ordering and delivery marketplace in Europe, being an Uber partner for the region. It offers mobile and web applications that allow ordering of food from local cafes and restaurants in different cities. The client wanted to reinforce the internal development team and enhance the web part, following the project requirements. Project challenges included: Third-party integration - Maintain integration and interaction of the system with the third-party APIs of partners and ensure stable performance. High-load - Ensure the system’s high load and integrate it with the mobile application. System’s structurization - Adaptation of the partner systems structures and the cycle of the existing platform providing proper statistics and reporting. More »

 Free Associate Membership Required Automated Document Processing Pipeline | Performance Matters. The Scribe Fusion technology allows for the processing of large volumes of paper documents with a mixture of OCR/ICR and artificial intelligence to interpret documents in much the same way humans do. This novel approach has led to drastic improvements in the data capture accuracy rates and scalability. We’re sharing a 5-part series to uncover the challenges that we have helped our clients overcome, and the results that were seen. More »

 Public Article Force Majeure and COVID-19 | The ongoing pandemic caused by the novel coronavirus (COVID-19) has created uncertain economic conditions for the world. With respect to outsourcing arrangements, COVID-19 may result in site closures, a failure to meet service levels, delays due to a failure to perform customer obligations required for performance by the provider, or labour and product shortages. As such, businesses are (and if they are not, they should be) scrutinizing their commercial agreements in order to understand their obligations and rights where there is an actual or prospective failure in performance as a result of COVID-19. More »

 Free Associate Membership Required Impact of Recession on the Business Process Services (BPS) Industry | There is enough evidence to suggest that the global economy may be on a path toward recession, especially due to factors such as geopolitical uncertainty, the COVID-19 outbreak, and economic instability in many countries. As a result, most sectors will be impacted, including Business Process Services (BPS). However, as the industry is quite heterogenous, the impact on different BPS segments will vary and depend on multiple factors. Hence, it is critical to have a more nuanced market view across BPS segments (for example, HR vs. F&A) and identify strategies to not only cope with the downturn, but also emerge stronger. In this report, we elaborate the likely impact of a recession on the BPS industry. We also outline a framework for service providers to identify the relative impact of the recession on various BPS segments and suggest appropriate strategies for each segment based on the providers’ financial position. More »

 Free Associate Membership Required Edge Intelligence and Insurance Underwriting | The analytical capabilities of Edge Intelligence solutions can enhance early detection, rapid response and forecasting, thereby anticipating outcomes and minimizing negative consequences to property as well as risk to human health and safety. Recognizing this capability, insurers are exploring how Edge Intelligence can redefine underwriting models. More »

 Free Associate Membership Required Coronavirus – Beyond Hand Sanitizer: Mitigating Business Impact and Uncovering the Positive | Hand sanitizer – check. Revised travel policies – check. Work-from-home plan – check. You’ve got the basics down. Now it’s time to make a strategic business plan for the next few months and beyond – when the current situation is in our rearview mirror. In this webinar deck, leading analysts from across Everest Group’s practices discuss ways you can minimize impact to business operations in the short- and mid-term, and how you can position yourself to uncover potential opportunities in the future. The webinar offered a 360-degree view of the business implications and specific actions and frameworks you can deploy this quarter, next quarter, and the quarter beyond. More »


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