By Michel Janssen, Erik Dorr and Martijn Geerling Executive Summary: The first signs of modest growth are returning to developed economies, resulting in new jobs in corporate business services functions (finance, human resources, IT and procurement) domestically. However, the transformation of global operating models for these support services, which started well before the recession, continues [...]

We kick-off the C-Suite Spotlight with an interview with Anoop Sagoo of Accenture. Thom Mead recently interviewed Anoop and discussed Accenture’s recent study on what it takes to achieve “High Performance BPO”. The transcript of the interview is below and you may also listen to the podcast at C-Suite Spotlight: Anoop Sagoo Thom: This is Thom [...]

Marketing departments are opening their eyes to what their IT departments pay for IT development.  As marketing departments start to take apart their agency contract they are starting to question bill rates on HTML website design, Flash websites, testing services and other e-commerce solutions. The standard bill rate on marketing term sheets reflect a fee [...]

The Art of Benchmarking Executive Summary Many outsourcing agreements provide clients with the right to benchmark price and service levels. Some clients struggle to successfully gain the benefit of benchmarking. Contrary to popular belief, the primary obstacle to a successful benchmark is not the service provider, but the benchmarking method itself. Service providers often support [...]

                                                                                               The cost of an organization’s telecommunications services (voice, data and wireless), typically accounts for three to six percent of overhead, and can average more than two percent of total revenue*.  In addition, telecommunications services spend is increasing. Industry forecasts predict that enterprise businesses’ spend on IT and telecom will increase 3.7 percent in 2012 [...]

State of the Industry Outsourcing Leaders Weigh in On the Industry’s Status and Future Outsourcing has come a long way in the past 20 years and with the fast pace of change it’s hard to envision what it will look like in the decades to come. To help give us a clearer vision for the [...]

I recently had the opportunity to attend the IAOP World Outsourcing Summit in Orlando in February. It is one of the single largest gatherings of outsourcing professionals that happens every February.  People from around the globe… buyers, suppliers, advisors, lawyers and other representing dozens of countries and industries.  I’d like to see some more networking [...]

Introduction Most successful senior level executives have built careers on their tendency to be action-oriented and ability to “get things done.” This is a natural and quite admirable trait that allows them to focus on what is important and achieve measureable and sustainable results quickly. However, when it comes to defining an organization’s sourcing strategy, [...]

In the recent State of the Union address, President Barack Obama stated that the practice of “Outsourcing” needs to be stopped…that companies which “Outsource” should have punitive actions taken against them in the form of higher taxes and other penalties aimed at making the idea of “Outsourcing” economically not viable. Too bad Ross Perot, the [...]

PCCW Solutions, the IT and business process outsourcing flagship of PCCW Limited, celebrated its 10th anniversary of establishment in mainland China in December 2011. Going forward, PCCW Solutions will seize opportunities arising from the “National 12th Five-year Plan” to help customers transform their business and enhance operational efficiency and competitiveness. Mr. George Fok, Managing Director [...]