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 Socially Responsible Outsourcing: Doing Good While Doing Well Public Article
10 The Rise of Legal Services Outsourcing Public Article

 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 »

 Free Associate Membership Required Integrated Supply Chains Extend Security Compliance Requirements | The growing integration of supply chains is leaving small and medium-sized businesses increasingly vulnerable to compliance risk traditionally borne by larger organizations. Smaller companies, however, often lack the budget, skills and resources to tackle increasingly complex security challenges. More »

 Free Associate Membership Required How Best-in-Class Organizations Leverage Intelligent Automation | Automation-led business transformation has been at the top of most organizations’ agendas recently – and for good reason. An effective strategy to leverage intelligent automation can build sustainable competitive advantage. To help you maximize ROI and business value from your intelligent automation investments, this deck shares results of our study on what best-in-class enterprises are doing differently to accelerate the adoption of intelligent automation and generate greater value. More »

 Free Associate Membership Required Unlocking Digital Category Management | As business environments change at a rapid pace, procurement functions are under increasing pressure to deliver benefits beyond cost savings. By leveraging approaches such as category management and transforming processes using digital solutions, organizations have derived significant business value. However, most of these efforts have focused primarily on indirect spend management. Today, many organizations manage direct spend categories through traditional ERP and legacy systems, which limits the benefits they can achieve – even with effective category management. Going forward, organizations are likely to realize a new wave of benefits by leveraging digital solutions such as advanced analytics, intelligent automation, Internet of Things (IoT), mobility, and blockchain to drive real value from category management. More »

 Free Associate Membership Required Demystifying SD-WAN: Choose Your Flavor | SD-WAN technology offers enterprises a wide range of benefits, and buyers have myriad options and multiple flavors of SD-WAN to choose from. Ultimately, the definition of a “right” solution will vary, according to the specific requirements of a given enterprise. More »

 Public Article The Power of Connecting in a Remote World | Tune in for a replay of Episode 1 of the co-sponsored IAOP and VXI Global Solutions, LLC #stayingconnected series.  A compelling conversation about “The Power of Connecting in a #remoteworld”, working #remote is the new normal! In this first episode, we heard from experts on how to maximize productivity (especially if you are new to remote), explore how to stay focused, motivated and sane during extraordinary times of crisis and isolation.  More »

 Free Associate Membership Required Managing Remote Teams | Today's workforce is more geographically distributed than ever before. Thanks to digital collaboration tools, email and teleconferencing, companies are able to use the best talent from around the world and manage those teams in house. Technological innovations have also brought new challenges for managers facing the task of making their teams productive and efficient despite geographic distance. Managers will need to adapt to keep remote teams motivated and effective. This guide will provide you with tips and solutions to manage your remote teams effectively, creating positive results through productivity and camaraderie. More »

 Public Article The COVID-19 Effect | COVID-19 fears continue to grip the world, with a growing number of people infected and dying. In addition to the human tragedy, there is also a massive impact on business. The Coronavirus Impact Index by Industry, developed by Avasant, is a look at how COVID-19 is affecting 11 major industry sectors, in four dimensions: personnel, operations, supply chain, and revenue. The result is an overall rating of the impact of the current pandemic on that industry. More »

 Free Associate Membership Required Scotland: The Growing Opportunity | Scotland has a compelling proposition for global business services operations. Many world-leading companies have chosen Scotland for access to our world-class talent, highly competitive cost base, excellent infrastructure and supportive business environment. The business services sector continues to grow in Scotland, with more than 150,000 now employed across customer experience, shared services and BPO centres. More »

 Free Associate Membership Required The Future of Talent in Quality Assurance | Enterprises are increasingly leveraging technology to improve operations, evolve business models, and ultimately enhance stakeholder experience. This technology leverage is changing the very way organizations are operating, and, consequently, expectations from IT are changing significantly as well. More »

 Free Associate Membership Required The Distributed Agile Paradox | By their very nature, the terms Distributed and Agile are seemingly incongruent as geographical and time-zone separation inhibit an agile way of working. So, how do we find ourselves in this seemingly paradoxical dilemma of Distributed Agile? More »

 Free Associate Membership Required Moving Financial Services Organizations to the Cloud | For financial institutions, the decision to migrate to the cloud is often met with hesitation due to security, compliance, performance or optimization concerns. The financial industry continues to utilize legacy IT infrastructure and brick-and-mortar delivery modules to support financial interactions to customers. After years of the status quo, financial technology companies are bringing to market innovative and user-friendly digital platforms that allow consumers to interact with their finances wherever they are, quickly, securely and easily. This has come at a time where more and more consumers are more willing to try a non-financial brand for their financial needs. More »

 Free Associate Membership Required The 5 Most Important Global Services Trends in 2020 | Global services saw dramatic shifts in 2019 across multiple areas. This webinar looks at these changes and others within the context of what lies ahead for global services, as well as likely trends for 2020 and the keys to success in the context of rising uncertainty. More »


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