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 proceeding and more to help you and your organization design, implement and manage simple or complex issues in collaboratvie 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 Associate Membership Required Associate Membership Required Professional Membership Required Professional Membership Required
 Public Article 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 View from the C-Suite: Rhonda Vetere, CTO, Estée Lauder Companies, Inc. Public Article
3 Show Me the Money Public Article
4 Reducing the Complexities of Scaling Ecommerce in China Public Article
5 C–S–R You Ready? An IAOP Webinar Public Article
6 Innovation in Outsourcing: The Case of The Procter & Gamble Company 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

 Associate Membership Required Working with an Outdated Pricing Model? Discover the Latest in Outsourcing Pricing | This webinar deck addresses key issues in outsourcing pricing, including the following questions: Enterprises are moving away from input-based pricing in both BPO and ITO contracts … but how, what, why, when, and where to? One of the key drivers of positive business outcomes is who initiated the move to outcomes- and outputs-based pricing, but which initiators drive the most improvement (by a 2:1 margin)? The reasons for the pricing model transition are not surprising (cost savings and customer satisfaction), but the variation in results for high-impact and low-impact may surprise you – what are they? More »

 Professional Membership Required Building the Digital Bank of the Future | Banks and financial services firms are seeing the emergence of a new consumption model in which financial services providers are expected to manage customer interactions, aggregate services/products from ecosystem players, and offer differentiated experiences across preferred channels. While banking will remain relevant, banks as we know them today may not. The omnipresence of technology, new business models, and a globally-connected ecosystem require banks to evolve from the current banking-as-a-product mindset to a banking-as-a-lifestyle approach. As banks start to offer experiences, they need to collaborate and combine offerings from financial services and allied industries that are assured for customers under their brand. This change will expand the role of Quality Assurance (QA) in banking and financial services from a traditional inside-out monolithic view to that of an ecosystem quality orchestrator in the future. More »

 Associate Membership Required Blockchain and IoT Revolutionizing Supply Chain Management | Supply chain management can be defined simply as a baseball game… You must be wondering how isn’t it? All the participants in the supply chain management are baseball players – each having a role such as a shortstop, catcher, and pitcher. They are assigned specific duties such as hitting, throwing, and fielding – for the sole purpose of their team being successful. More »

 Professional Membership Required Voice of the Customer Chapter July 2018 Webinar | The Voice of the Customer Chapter presented a webinar on July 11, 2018, on the topic of "Achieving Your Value Proposition with Effective SLAs".  Attendees learned the latest thinking on SLAs from four perspectives: Customer, Supplier, Advisor and Legal.  The panel discussion addressed watermelon SLAs, trends in developing new SLAs, effective alternatives and at-risk philosophies and implementation.  Panel Members were: Lawrence Kane, Boeing, David Althoff, Cognizant, Alan Hanson, ISG and Neil Hirshman, Kirkland & Ellis, LLP. More »

 Professional Membership Required Real Estate & Facilities Management Chapter Webinar- November 2018 | The Real Estate & Facilities Management Chapter held a webinar November 5, 2018, on the topic of "The Future Of Work - Human+ Machine Collaboration Trends". They shared perspectives focused on "digital talent" and the emergence of the "liquid workforce" regarding next-generation workforce strategies. We explored how emerging technologies such as AI and RPA will shape the future of work. Moderated by Maura Hudson, Newmark Knight Frank with speaker Peter Miscovich, JLL. More »

 Professional Membership Required Atlanta Chapter Webinar November 2018 | The IAOP Atlanta Chapter held a meeting November 15, 2018, on the topic of "Top 5 RPA Myths Dispelled - Insights from Everest Group Pinnacle Model Assessment.  An insightful 60-minute session in which we uncovered the truth behind these myths and revealed how the best performing organizations are realizing a 50% improvement in operational metrics through RPA implementation, and 30% cost savings on RPA investments. Moderated by Alan Wolfe, Senior Vice President, Everest Group with associates Sakshi Garg, Practice Director and Michel Janssen, Chief Research Guru. More »

 Professional Membership Required Women Empowerment, Leadership & Diversity November webinar | The IAOP Women Empowerment, Leadership & Diversity Chapter presented a webinar November 15, 2018, on the topic of "Building The Base- How Diverse Executives in Typically Male-Dominated Industries Command Better Outcomes by Empowering Others". The discussion started, or in many cases, continued a dialog around questions many are asking in boardrooms and among community leaders today- Why should organizations empower diverse leaders? What do they get out of it? How do they measure this success? Is it a straightforward financial measure? Productive? A hiring value? How are diverse leaders cultivated? How are they empowered to build up future leadership? And, of course, what are the pitfalls to avoid and key criteria for success? More »

 Associate Membership Required The Journey Toward Intelligent Automation | Defined as the application of robotic process automation (RPA) along with artificial intelligence (AI) technologies such as machine learning, natural language processing and computer vision, Intelligent Automation (IA) is bringing fundamental changes to how enterprises operate. Both the work (i.e., business processes) and the worker (i.e., resources) are evolving at breakneck speeds. The workforce now includes machines with software intelligence that enable enterprises to handle unstructured data rapidly, achieve savings within 6-9 months, achieve 100% ROI by the second year, and achieve above 90% efficiency gains. Beyond these hard business benefits, IA brings new skills that enable people to develop entirely new processes, essentially carving out new directions to expand what’s possible for their enterprises. More »

 Associate Membership Required Contracting for Agile | As frequent delivery and customer satisfaction become the new currencies for IT organizations, a greater number of enterprises are embracing Agile and DevOps methodologies to rapidly deploy useful software. As traditional waterfall-based contracts are unable to manage the ambiguity and complexity related to Agile, the increase in Agile adoption is causing sourcing groups to reassess outsourcing contract templates. This webinar deck offers provide Strategic Outsourcing & Vendor Management groups with practical insights for structuring and negotiating Agile contracts. More »

 Associate Membership Required Human + Tech: Impact of Emerging Technologies on Integrated Services Delivery | As emerging technologies continue to transform the face of global services delivery, the debate over its impact rages on, with many prognosticating mass unemployment as robots “steal” jobs from humans. But we have a different take: we think the major impact of technology will be on the nature of the work, not the number of jobs. Call us hopelessly optimistic, we but believe that human leverage of technology (HUMAN + TECH) will help to create fundamentally new forms of value. More »

 Associate Membership Required ESOAR – The Sound of Successful Automation | With the deluge of information around robotic process automation (RPA) and intelligent automation thrown at us on an almost daily basis by the automation marketing machine, you might be forgiven for thinking that implementing one or a combination of these technologies at all costs is fundamental to successful transformation of your business operations. More »

 Associate Membership Required Moving With the Digital Times | The dome Brunelleschi designed for the cathedral in Florence was and is a miracle of the Italian Renaissance. It spans 44 meters, and it was built without scaffolding. It’s ingenious, it’s beautiful, and it was built to last. However, if the great architect were to return to us today, I’d bet he’d do things differently. Now, as then, he’d make best use of current tools, techniques, and circumstances. A similar evolution has taken place in business transformation and outsourcing. More »

 Associate Membership Required Finance Automation in the Financial Services Sector | If any one of us were asked to draw up a shortlist of data-driven business sectors, financial services would be a top choice. It’s a world in which information is the stock in trade, and in which as a result the finance function has even greater significance than usual. But, financial services organizations aren’t as far advanced in intelligent automation as might be expected. Is momentum building? More »

 Professional Membership Required The Future of Life Insurance & Annuities Operations | The U.S. life insurance and annuities market is facing a number of challenges, including declining margins, changing regulatory requirements, demanding consumers, inefficient operations, and intensifying competition. Life & Annuity (L&A) insurers need to rethink their traditional modes of conducting business and managing operations, in addition to overhauling the legacy technology to ensure future readiness. More »

 Professional Membership Required AIOps – IT Infrastructure Services for the Digital Age | The infrastructure services landscape is undergoing a significant shift, driven by digitalization. Organizations need to reimagine the current IT infrastructure services model to deliver the necessary agility and flexibility. Automation, analytics, and artificial intelligence (AI) – which comprise the “codifying elements” for driving AIOps – enable business-aligned infrastructure that can rapidly adapt to dynamic business requirements. Although the benefits of intelligent automation are manifold, enterprises are yet to realize commensurate advantage from investments in infrastructure services codification. Siloed adoption, lack of well-defined change management processes, and poor governance are some of the key barriers to achieving the expected value. Enterprises need to have business-aligned adoption strategy, underpinned by an effective value measurement framework. More »


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