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 Associate Membership Required Associate Membership Required Professional Membership Required Professional Membership Required
 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 C–S–R You Ready? An IAOP Webinar Public Article
5 Show Me the Money 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 Decoding Organizational DNA | Companies are waking up to an untapped source of business growth: vast amounts of new data on work and the workforce that can unlock the potential of their people. This data—now available through a range of digital innovations—is both a goldmine and a minefield. On one hand, value as far as the eye can see: employees who are more motivated, engaged and highly productive. On the other, the potential for misuse of data: individual rights ignored, employment wrongfully terminated and employees’ skills underutilized. More »

 Associate Membership Required The Wise Pivot | Disruption by digital technologies? That’s not a new story. What is new is “the wise pivot”, a pragmatic and replicable approach for harnessing disruption to survive, grow, and remain relevant, both today and tomorrow. Pivot to the Future introduces business leaders to the tools they need for perpetual reinvention. It’s a battle-tested framework that helps businesses usher in new offerings and scale innovations, while simultaneously revitalizing their current businesses. More »

 Associate Membership Required Future Systems | When we envisioned the Future of Applications back in 2014,1 we defined three groundbreaking strategies for applications in a world in which technology-driven disruption had become the norm. Centered around the concepts of liquid, intelligent, and connected applications, we predicted these strategies would transform core applications and power the high-velocity, software-driven companies of today. We now see these strategies adopted widely. With liquid applications, companies are assembling reusable components and modular architectures with a cloud-first mindset. Intelligent applications are maximizing business data through machine learning and analytics. And connected applications are providing the technological foundation for new kinds of business, partner, and customer interactions. More »

 Associate Membership Required Intelligent Process Automation | Predictions for the immediate and not too distant future all point in the same direction – putting your client at the heart of all operational activities will further erode organizational silos around the front, middle, and back office, leading to the emergence of new, borderless, client-centric organizations that can optimize the way value creation is executed. More »

 Associate Membership Required Five Traits of Effective Digital Transformation Leadership: Key Takeaways from 500+ Senior IT Executives | Effective digital transformation requires a range of strategic, organizational, operational, cultural, and talent-related actions to achieve business success. What are the necessary leadership dynamics and characteristics required to take on digital transformation? Based upon insights derived from surveying over 500 senior IT leaders across the globe, covering topics such as next-generation infrastructure and cybersecurity, we’ve identified a handful of critical qualifications required to lead successful digital transformation journeys. The webinar content is geared toward global enterprise stakeholders responsible for leading IT and related digital transformation efforts, including Chief Information Officers (CIOs), Chief Technology Officers (CTOs), Chief Digital Officers (CDOs), and Chief Information Security Officers (CISOs/CSOs). Attendees will walk away with five key traits required to lead successful digital transformations. More »

 Associate Membership Required How to Make Business Innovation Become Routine | The success of modern enterprises depends on their ability to transform according to the current technological trends. For many reasons, sometimes it’s not easy to update your business processes. Here is when outsourcing of innovations can become a proper solution. More »

 Associate Membership Required The Modern Workplace: The Importance and Benefits of Good Communication and Collaboration in Today’s Business | Modern business cooperation is working with customers, suppliers, partners, and subordinates. Success of the business largely depends on the established communication processes. That is why it is important to set them up with maximal effectiveness. More »

 Associate Membership Required Automate Outsourcing Governance to Drive Competitive Advantage | Large corporations have been using outsourcing as a business transformation tool for decades. Although the service delivery is transferred to the vendor, the accountability remains with the client organization to ensure risks are managed, and the promised value is delivered. This is where Outsourcing Governance teams come into the picture. Organizations have performed outsourcing governance in silos and mostly manually. The outsourcing governance teams are usually understaffed and lack the tools to manage the engagements effectively. This fragmented and completely manual approach results in significant loss of the value expected from outsourcing engagments. What organizations need is a tool that can automate the outsourcing governance function and help maximize value. More »

 Associate Membership Required Direct Sales Support case study | In this case study learn how a well-established, long-running direct selling company offering a catalog of diverse home and entertaining products through a team of over 30,000 field executives/sales consultants overcame their struggle to find local, bilingual resources to support their consultants. Resources, particularly those entering the labor force, were pulled to work in the city, and this presented challenges in both retention and succession planning. More »

 Public Article How to Make Business Innovation Become Routine | The success of modern enterprises depends on their ability to transform according to the current technological trends. For many reasons, sometimes it’s not easy to update your business processes. Here is when outsourcing of innovations can become a proper solution. More »

 Public Article Outsourcing Pricing: Do You Know What You Don’t Know? | More »

 Associate Membership Required The Win-Win Outsourcing Formula | The value that outsourcing BPOs can add to their partners and the competitive market where customers became more selective to the partner who gives the best value. More »

 Associate Membership Required Leveraging analytics in Telecom | Presenting a valid business case for leveraging the power of predictive analytics and prescriptive analytics in the telecom sector to derive meaningful and actionable insights that will help management in taking well-informed decisions that will drive business forward. More »

 Public Article Cloud Migration | As enterprises and governments move to the cloud, many executives are wrestling with the transition from on premise packaged applications to cloud sed solutions. Getting the approach right goes a long way to ensure a successful transition to the cloud. Most organizations are already aware of the benefits of switching from ‘on premise’ or packaged software to SAAS (Software as a Service) models. Besides lowering costs, the cloud offers seamless user experience, instant access to new markets and helps build a global customer base. As organizations attempt to transition to cloud or need to upgrade their existing SAAS applications to leverage the new cloud architectures, they come across a number of challenges. More »

 Associate Membership Required Analytics in Healthcare | Presenting an approach that envisages applying machine learning and advanced data analytics to electronic health records and doctor/nurse text notes to predict possible hospital re-admission cases, enabling hospitals to minimize instances of re-admission and avoid punitive levies. More »


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