Shared Services & Outsourcing Articles

2012: Digital Initiatives

2/22/2012

2012 Digital Initiatives Who’s going to be leading the Australian shared services debate this year? And what are the leading initiatives? Barbara Hodge, Editor, SSON Select Select 2007 Interview with Sam Austrin Miner – by Barbara Hodge, Editor, SSON

It's Carnival time in Rio!

2/21/2012

It's Carnival time in Rio SSON Select Select 2007 It’s Carnival time in Rio – and all over the world. Whole cities are moving and shaking and it’s all about celebrating the impossible. If you need to push

Big Changes Hitting Shared Services

2/21/2012

Big Changes Hitting Shared Services As “optimizing” outweighs “scaling”, and an increased connectedness across organizations means shared services touch more of the business, the focus is on process. SSON Select Select 2007 Everest Research advises work with providers whose

The Proust Questionnaire:

2/20/2012

The Proust Questionnaire Who’s the man behind Novartis’s HR operations in China? He likes Italian authors and food, but has a Dutch sounding name. Find out more SSON Select Select 2012 02 20 2012 Name Michiel van Duin

The Captive Spin-off: Interview with Michael Whiting, Vice President - Global Delivery, CoreLogic

2/16/2012

The Captive Spin off Interview with Michael Whiting, Vice President Global Delivery, CoreLogic Is this the way of the future? CoreLogic sold its Indian captive shared services operations to Cognizant, last year – for approximately $50 million. SSON asks

”People & Culture” Award (Hon. Mention), Asia, 2011

2/16/2012

“People & Culture” Award (Hon. Mention), Asia, 2011 Transforming to a new global organization structure meant P&G had to get its people on board. More than that. They had to be “empowered, enabled, and energized.” How, you ask? SSON

Talkstar Australia: Russell Ives, IBM

2/16/2012

Talkstar Australia Russell Ives, Deloitte Australia needs to tap into global best practices as fast as possible – and outsourcing offers one solution SSON Select Select 2007 In the run up to Shared Services & Outsourcing Week 2012 (Australia),

'Day in the Life' by Carol Maloney

2/13/2012

A Day in the Life Carol Maloney, Service Manager, U.S. Dept of HHS “Managing the Business of Government” – which of us could not be aware of the challenges posed to the U.S. Department of Health & Human Services’

Hitting Customer Satisfaction Targets

2/10/2012

Hitting Customer Satisfaction Targets 5 experts from NASA share their learnings – not about outer space, but about getting better marks on customer service SSON Select Select 2007 When NASA’s NSSC (NASA Shared Services Center) conducted a broad based

Talkstars 2012: Donal Graham, Deloitte

2/7/2012

Who’s leading the Australian shared services debate in 2012? Well, Donal Graham, for one. In a frank interview with SSON’s Barbara Hodge he outlines labour market challenges Australia is facing.

Pushing for Procurement

2/7/2012

Having a consolidated view is what is going to drive success for chief procurement officers in the financial services sector.

The Proust Questionnaire

2/6/2012

Meet Nadiah Tan Abdullah, People Director of AirAsia X – from flying passengers around the sky to burning rubber in a blazing red Alfa Romeo Spider

“India 6” VISIONARIES 2011: INDIA SOURCING THINK TANK

2/6/2012

The “great debate” moves to India. What are the key issues facing clients in India? What are providers offering? How are partnerships evolving?

Prep Yourself on Project Management

2/2/2012

SSOPro covers all the bases for your SSO skillset. Meet the woman who designed the “Project Management” program, and find out why she considers the discipline and tools associated with PM as essential.

Finnair: Customization through deeper involvement

2/2/2012

Understanding clients’ core business helps Finnair’s SSO tackle the dilemma of balancing standardisation with customers’ increased desire for industry-specific specialisation.

For the App-oriented among you

1/31/2012

Just in time for your practitioner-on-the-go, SSON launches the first ever virtual, trans-Atlantic event. Don’t miss it – starting at just $99…

How will “services verticalization” save you?

1/30/2012

As economic conditions remain treacherous, and shared services organizations reach a maturity plateau – where will the next source of value come from?

The New BPO: Skin in the Game

1/30/2012

No longer restricted to a “contract” but a real partnership, with both sides sharing risk and reward. It’s happening already at Microsoft’s OneFinance group and is undoubtedly the way of the future.

Talkstars 2012: Lew Bader from Pearson

1/27/2012

Who’s going to be leading the Order-to-Cash debate in 2012?

World’s Most “Technologically-enabled Company”

1/26/2012

World’s Most “Technologically enabled Company” P&G’s CIO and head of Global Business Services, Filippo Passerini, on how the GBS group is making CEO Robert McDonald’s vision a reality SSON Select Select 2007 Robert McDonald, P&G’s CEO, in a recent

Ambition Drives Transformation at NEC

1/25/2012

Ambition Drives Transformation at NEC NEC Europe's SSO might not be the biggest in terms of sheer scale, but what it lacks in size it more than makes up for in ambition and drive. SSON Select Select 2007 Outsource

Are You Prepared for the Eurozone Crisis?

1/25/2012

Are You Prepared for the Eurozone Crisis? Simon Brown and Stuart Martin comment on potentially far reaching external factors that could radically impact Europe’s Shared Services arena. SSON Select Select 2007 Following closely on the theme of their previous

Upskilling

1/24/2012

Upskilling Having completed SSON’s SSOPro course, Santosh Awasarkar of WNS makes some quick gains in Quality Management. Select Select 2007 Having completed SSON’s SSOPro course, Santosh Awasarkar of WNS makes some quick gains in Quality Management. I have already applied

Has Your SSO Investment Paid Off?

1/23/2012

Diageo’s has! After winning last year’s SSON People & Communication Excellence Award, Jaime Anderson, leader of Diegeo’s SSO, was ecstatic at this validation of “10 years’ worth of investment.”

An Interview with Infosys’s COO: Ritesh Idnani

1/20/2012

An Interview with Infosys’s COO Ritesh Idnani The challenge for Infosys’s clients’ is to make sure they align themselves to global trends SSON Select Select 2007 Anthony Gell, Chief Executive of The Business Voice chats with Infosys BPO’ Senior

The Proust Questionnaire

1/20/2012

The Proust Questionnaire ANZ’s Head of Recruitment Sharon Tan reveals her “pink” side, and recruits with passion and an element of fun SSON Select Select 2007 Name Sharon Tan Title Global Head of Recruitment, Resourcing Services & Onboarding Company

Kraft Foods & Cadbury: The Merger

1/19/2012

Kraft Foods & Cadbury The Merger The challenge of merging the customer service and logistics functions of two strong retail brands and coming out “Better than Both.” Retraining for “me, us, and it” removed barriers. SSON Select Select 2007

Build a 'Winning' Brand

1/17/2012

How winning an SSON Award propelled HP’s Guadalajara services center to the fore.

The Proust Questionnaire: Shiva Prasad Bebarta, Morgan Stanley

1/16/2012

Shiva Prasad Bebarta was a speaker at Shared Services & Outsourcing Week in India, 2011.

How to Quantify a Shared Services Opportunity

1/12/2012

Armstrong World Industries on how detailed evaluations led to a Global Business Services Model

Building and Sustaining a Continuous Improvement Program

1/12/2012

What are the secrets to an effective continual improvement program? One that not only gets results quickly, but also stands the test of time? The key lies in how you develop and position the program, as well as in employing easy-to-use and repeatable techniques that get results quickly. Here is an implementer’s and a consultant’s perspective on what actually works – in principle and in practice.

Deborah Kops Blog: Sourced & Shared

1/11/2012

Is a shared services “career” even possible? Deborah Kops on the relatively short “shelf life” of shared services jobs.

Is Your Team “a Winner”?

1/11/2012

Find out by applying for the 2012 SSON Excellence Awards – “the equivalent of the Oscars for Shared Services,” according to one of last year’s winners. Don’t delay – U.S. applications close at the end of the month

TPI Parent Company Announces Single Brand

1/11/2012

Information Services Group Announces Merger Into Single Go-to-Market Brand - TPI, Compass, STA Consulting combine to form integrated services leader under ISG name - Offers clients single source Research, Consulting, Managed Services to achieve operational excellence

Talkstars 2012: Erin Champlin, EMC

1/9/2012

Who’s going to be leading the Global Business Services debate in 2012?

Germany: Close to Home or in India?

1/9/2012

A recent post on the web described a trend among German companies of keeping their shared services close to their domestic markets, i.e. keeping their centers in-country. Given the increased automation of transactional processes, the thinking goes, “added value” is best provided by staying close to the customer. It’s an argument we often hear in support of “centers of expertise,” frequently linked to hybrid [shared services/outsourcing combined] services delivery models.

U.S. Postal Services’ Elimination of Next Day Delivery Will Impact Payments

1/6/2012

REL Consulting encourages U.S. companies to start planning now – electronic payments move center stage

CHOOSING A GLOBAL OFFSHORE PARTNER in 2012

1/6/2012

Choosing an offshore location to outsource services – 10 key factors to consider for your 2012 strategy.

Talkstars 2012: Craig Warren, Best Buy

12/29/2011

Who’s leading the North American HR shared services debate in 2012?

How many SSOs are there in the world?

12/28/2011

What's your guess? Don't look yet -- think of a number and write it down. Now click.

Tips to Reduce Service Gaps in AP

12/28/2011

What do four accounts payable professionals think about reducing the gaps between actual service and benchmarks they’d set themselves? Plus some candid feedback on how well outsourcing is working for them.

AOL Knows its Data

12/22/2011

“Data miners” sit at the core of AOL’s analytics initiative, conveying business intelligence to key decision makers. It’s an opportunity for shared services to partner with business units.

Tra-la-la-li-la!

12/22/2011

The Twelve Days of Christmas for a Sourcing World. Columnist Simon Brown puts a sourcing spin on an age old carol...

3 Tips to Make the Team Happy

12/22/2011

As we approach year-end, we look forward to a holiday break to end 2011 on a high note. A guide to promoting positive feelings in the team, and planning for 2012.

SSON Introduces the “D6” for DACH Countries (Germany, Austria, Switzerland)

12/21/2011

For those of you following our successful Global 6 (G6) for years — we’ve now expended the concept to German speaking countries.

Survey to Reveal Vertical Industry Specific Current and Emerging Trends in Global Services

12/21/2011

Joint Everest Group and Shared Services and Outsourcing Network Survey to Launch in Early January 2012

10 Minutes with Simon Papp

12/19/2011

Start With the Talent You Have! Making more effective use of the talent already inhouse is a challenge that Simon is taking on at Cargotec – and he’s looking to SSOPro’s Talent Management module for help.

A Crystal Ball...

12/19/2011

Nope, not yet – but the next best thing to a crystal ball is Wells Fargo’s Senior Analyst for IT/BPO Services, Ed Caso. Don’t miss his summary and predictions...

Land of the Rising Sun

12/19/2011

I left my heart in Tokyo... The Romance between Shared Services and Japan continues.

G6 is D6 in Berlin

12/19/2011

As SSON expands its “G6” panel debate to DACH countries [Germany, Austria, Switzerland] German-speakers will want to watch this.