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Columns

Transforming HR Across Four Continents

Mary Sue Rogers

HR shared services and the “Gig Economy”:

As the workforce is increasingly characterised by 'independent' workers, you will need to adjust to their needs within HR services

by: Mary Sue Rogers
Published: May 25, 2017
Tags: HR, independent workforce, Mary Sue Rogers

Mary Sue Rogers

Process Improvement, AI, Robotics and the Human Touch:

AI and robotics are new tools for process engineers to hit their objectives. Will automation change the focus of process improvement and the role of the process engineers?

by: Mary Sue Rogers
Published: April 12, 2017
Tags: Mary Sue Rogers, AI, RPA, IA, robotics, HR, Human Resources, shared services BPO, Outsourcing, Process Improvement

Mary Sue Rogers

Shared Services Center Leaders need more than People Skills:

If you were hiring an SSC leader today, these are the skills and competencies that you should put at the top of your list

by: Mary Sue Rogers
Published: March 20, 2017
Tags: skills, leader, HR, Mary Sue Rogers

Mary Sue Rogers

The Case for Moving Learning & Development into Shared Services:

Shared Services Centres (SSC) rarely have learning as one of the core delivery processes.  In the SSON January post, I talked about the reasons why learning and development (L&D) is difficult to centralise and therefore why it is challenging to put into an SSC, including outsourcing.  The primary reasons why centralising learning processes creates difficulties for most organisations are: -How... Read more

by: Mary Sue Rogers
Published: February 16, 2017
Tags: HR, Mary Sue Rogers

People First (Performance Follows)

Performance Setting:

“Your People, Your Success” Each month we are building a step-by-step guide on how to manage employee performance to help drive business success.In last month’s article we considered how to translate goals established by your business leader (CEO, Managing Director or Business Owner) into your department objectives.  This month we address the translation of team objectives to personal ones. We... Read more

by:
Published: May 24, 2017
Tags: Huw Chapman, HR, goals and targets

Huw Chapman

How to Move from "Business Strategy" to "People Strategy":

Most business objective goals break down into 4 key areas. Find out how to align your services strategy accordingly!

by: Huw Chapman
Published: April 6, 2017
Tags: HR, Huw Chapman, business objectives, strategy, people, teams, performance, shared services, Service Delivery

Huw Chapman

Your People, Your Success:

"To win in the marketplace you must first win in the workplace." A roadmap that will guarantee greater employee engagement – and your team's success

by: Huw Chapman
Published: March 2, 2017
Tags: success, Employee Engagement, Huw Chapman, HR, Human Resources, business transformation, strategy, performance

Negotiation Coach on Call

jeanette nyden stage

How do you map out a complex scope of work?:

Even though you are using a template (contract) – how do you ensure you account for complex scope?

by: Jeanette Nyden
Published: May 24, 2017
Tags:

jeanette nyden stage

3 Elements for 21st Century Relationship Management :

New joint relationship management thinking builds a more cooperative, collaborative working relationship, versus traditional agreements that shift risk, and use governance to monitor and penalize

by: Jeanette Nyden
Published: April 12, 2017
Tags: supplier management, joint relationship management, negotiation, contract, Jeanette Nyden, shared services, Outsourcing, contracting

jeanette nyden stage

Contracts: How to Bring Counterpart Redlines to the Law Dept. for Review:

Take commercial considerations to the line of business before the Law Dept. The Law Dept. needs to be engaged as a resource of last resort

by: Jeanette Nyden
Published: March 3, 2017
Tags: Law Dept, negotiating, contracting, SLAs, Jeanette Nyden, Contracts

jeanette nyden stage

Negotiating SLA’s for Good Vendor Management:

How to get yourself out of an SLA-definition mess – or better yet, never get into one

by: Jeanette Nyden
Published: November 11, 2016
Tags: Jeanette Nyden, SLA, vendor, contract, negotiation

A Parallel Universe

Barbara Hodge, Editor

Talent: Full Steam Ahead with Digital Tools:

If you're not keeping up with the needs of multigenerational teams you’re on a losing track. To attract and keep the people that will really drive you forward you need to rethink their career development

by: Barbara Hodge
Published: May 23, 2017
Tags: SSO Week Digital, SSO Week Europe, talent

Barbara Hodge, Editor

How to get the most out of your conference experience - SSON Editor’s Tips:

Whether it's your first rodeo or your 50th, here’s a reminder of how to make the best use of your time at SSO Week Europe in Manchester this week.#1: Use the app: Reach out to speakers you want to meet or to fellow attendees whose jobs are interesting via the app. Make sure you upload your photo so you are easy to recognize. Study theirs, so you can find them in a crowd!#2: Get involved with... Read more

by: Barbara Hodge
Published: May 15, 2017
Tags: Conference

mmn logo

Are You Asking the Right Questions?:

The right answers to the wrong questions can lead to devastating results. Tips on better management

by: Editorial Staff at Management Matters Network
Published: May 1, 2017
Tags: Peter F. Drucker, market research, Pepsi, Henry Ford, Xerox

Automation Anywhere

Rob Hughes

From Deep Within the Shared Services Trenches …:

by Rob Hughes, Senior Director, EMEA Marketing, Automation Anywhere I spent the past few days at the Shared Services and Outsourcing Week (SSOW) 2017 conference in Manchester. The week has been filled with exciting stories from shared services leaders from across Europe offering up insights on everything from talent to process methodology, mixed with awards and good company. However, as with most... Read more

by: Rob Hughes
Published: May 22, 2017
Tags: RPA, Automation Anywhere, Rob Hughes

Shared Services & Outsourcing Network – SSON

The Rise Of The Digital Workforce: Separating Fact From Fiction:

SSON Thought Leadership Series – Sponsored by Automation AnywhereThe role of Shared Services Centers has evolved over the past 20 years from centralizing business support functions to unlock key cost efficiencies, into a transformation approach driven to implement process excellence and driving new growth. The commercial reality of today’s digital economy highlights that traditional business... Read more

by: Shared Services & Outsourcing Network – SSON
Published: February 6, 2017
Tags: RPA, Automation Anywhere, digital workforce, robotics, agility, scale

What the CFO Needs

Jens Madrian

CFOs & Sustainability: Don’t Miss a Trick:

Sustainability has established itself as a hot topic as it regularly pops up at board meetings, on social media, at industry events and in the press. It’s evident that sustainability is good for the environment, but not all CFOs view it as being beneficial for their businesses. As CFOs we have been conditioned to look at opportunities within transactional windows, which often blinkers our vision... Read more

by: Jens Madrian
Published: March 20, 2017
Tags: CFOs, sustainability, future-proof, Finance, Jens Madrian

Jens Madrian

The Modern CFO: Becoming a Catalyst for Sustainability:

Finance is no longer the domain of number crunchers. CFOs need to become champions for sustainability in their respective businesses to reflect its strategic importance.

by: Dr. Jens Madrian
Published: January 27, 2017
Tags: sustainability, CFO, Demand Side Response, Role of CFO, A4S, flexibility

Jens Madrian

Getting Business Partnering Right:

Five ideas that will ensure the finance teams connect properly with their business colleagues which Jens Madrian found particularly helpful.

by: Dr. Jens Madrian
Published: September 9, 2016
Tags: Jens Madrian, Finance Business Partnering, business partnering, Finance transformation

Jens Madrian

The Changing Role of the Corporate CFO:

Finance roles will have to adapt in the face of massive socio-economic mega-trends like digitalisation and big data, and none more so than the CFO. Kicking off his new column, SSON's newest Advisory Board member presents the CFO's viewpoint!

by: Dr. Jens Madrian
Published: April 26, 2016
Tags: CFO, Finance, transformation, shared services, Jens Madrian, Advisory Board, SSON, Thought Leader, leadership, CFO RWE Npower, Finance Director RWE Npower, Commercial CFO, New age CFO, Digital Transformation

Diving Into Data

Barbara Hodge, Editor

Evaluating Risk in Asia Pacific Shared Services Hotspots:

What factors impact your decisions in choosing your new shared services centre's location? Or adjusting your global footprint? SSON Analytics' new interactive report provides a comparative analysis of natural hazards, social conflicts and economic risks across Shared Services hotspots within APAC.Asia is not losing its attraction for the international Shared Services industry. Even as Robotics is... Read more

by: Barbara Hodge
Published: December 14, 2016
Tags: Dart, SSON analytics, APAC, location, Risk, Security, natural disaster, crisis, Asia

Barbara Hodge, Editor

Where Are Most Shared Services Jobs Being Advertised in Europe?:

Which countries, cities and companies are leading Shared Services recruitment?

by: Barbara Hodge
Published: December 8, 2016
Tags: Europe, jobs, recruiting, location, country, city, Dart, SSON analytics, Data

Barbara Hodge, Editor

Natural Disaster Risk Analysis of U.S. Shared Services Hotspots:

Do you know your full risk-exposure for natural disasters? US landscape analysis

by: Barbara Hodge
Published: December 2, 2016
Tags: Risk, earthquake, flood, wind, hurricane, Dart, SSON analytics

Barbara Hodge, Editor

Why is Vodafone Posting so many SSO Jobs in APAC?:

Find out about APAC's talent hotspots through real-time job ads data

by: Barbara Hodge
Published: November 22, 2016
Tags:

Your Community Your Voice

Rochelle Hood

Millennials: Myth vs Reality – the Next Generation of Shared Services Leaders:

The millennial generation is beginning to assume leadership roles. It's time to assess what this means for shared services as an industry

by: Rochelle Hood
Published: September 26, 2016
Tags: recruitment, on boarding, talent management, skills, training, learning, talent strategy, multigenerational, millennial

HR Strategist

Simon Brown

10 Tips for Successful Go Live: Begin with the End in Mind:

Common factors that can make a great difference to the speed of implementation and effectiveness of your transformation.

by: Simon Brown
Published: August 16, 2016
Tags: implementation

Simon Brown

So, You Are on Your Way! Now, How Do You Keep Your People Engaged in Transformation?:

When you come to the nitty gritty of transformation, the truth is it can mean redundancy and painful change. Simon reflects on decades at the front line, and discusses your only two options for navigating through this

by: Simon Brown
Published: July 19, 2016
Tags:

Simon Brown

Is NOW the time to split HR Shared Services in two?:

A blasphemous idea? Or the only sensible solution for driving more value out of HR?

by: Simon Brown
Published: September 4, 2014
Tags: Simon Brown, HR, strategy, GBS, Ram Charan

Simon Brown

"Tears" Instead of "Tiers" – Busting the Myths Surrounding HR Shared Services Through Professional Career Paths:

Your HR generalists come to the Shared Services table kicking and screaming. So what do you do? 6 tips to get them on board

by: Simon Brown
Published: March 31, 2014
Tags: career

Adding Value to Business

Anil Prem DSouza

Demystifying 5 Shared Services Misconceptions in Saudi Arabia:

While the Middle East looks for ways to harness improved operational efficiency, Shared Services – a perfect model – still suffers from being relatively unknown. SSON's Columnist dispels a few myths and offers advice to enterprises

by: Anil Prem DSouza
Published: July 25, 2016
Tags: Middle East, Saudi Arabia

Anil Prem DSouza

3 Powerful Tips To Sell Your Shared Services Case to Your CXOs:

Don't crash your fighter jet! To run Shared Services, think about the maintenance and structure required for a fighter jet ...

by: Anil Prem DSouza
Published: May 22, 2015
Tags: value, shared services, tips

Anil Prem DSouza

How to Prep for Shared Services: Lessons from a Six-Pack Abs Exercise Regime:

Tips on how to succeed with your Shared Services "regime" – the 5-step plan to greater health

by: Anil Prem DSouza
Published: September 25, 2014
Tags: implementation, methodology, how to, launching

Anil Prem DSouza

Are You Still "Managing" Performance? Try "Enabling" it, Instead:

A modern work place calls for a new performance strategy. Leave "managing" performance where it belongs: in the past. Instead, develop much more effective pull-strategies

by: Anil Prem DSouza
Published: July 30, 2014
Tags: Anil PremDSouza, culture, targets, efficiency, alignment, engagement, team, collaboration, KPI, KRA

Procurement in Progress

Brish Bhan Vaidya

Tips on Writing a Good RFP for Outsourcing:

A poorly written request for proposal (RFP) is the first step towards misunderstanding and mis-aligned expectations. Get off to a good start in your sourcing negotiations – follow these 5 tips

by: Brish Bhan Vaidya
Published: July 25, 2016
Tags: Procurement, RFP

Brish Bhan Vaidya

Finding Hidden Money in your Procurement Process:

"I love finding money in my Clothes while putting them for Laundry. It’s like a Gift for me….from me." You know that feeling, right? Wouldn’t it be great if Procurement could show some additional money to the organization over and above their routine savings? Wouldn’t the confidence of CFOs increase, when Procurement comes up with such benefits? How motivating would it be... Read more

by: Brish Bhan Vaidya
Published: April 21, 2016
Tags: Procurement, savings, process

Brish Bhan Vaidya

Big Data in Supply Management: How Big Is the Need?:

Analytics has the potential to help procurement come into its own as a strategic partner to the business. SSON's new Advisory Board member kicks off his column: Brish Bhan Vaidya

by: Brish Bhan Vaidya
Published: February 22, 2016
Tags: Big Data, Data, Analytics

iThink SSON - a Professors View of Outsourcing and Offshoring

Ilan Oshri

The New Nearshoring Game:

What drives location choices today? Not cheap labor, explains Professor Oshri. Rather, companies are seeking skillsets that drive "value", and they are increasingly shifting their focus to nearshore. That means locations need to learn how to emphasize what differentiates them.

by: Ilan Oshri
Published: July 21, 2016
Tags: Nearshoring, nearshore, Global location strategy, Selecting Location

Ilan Oshri

Multisourcing: Are You Getting it Right?:

Shell’s multiple sourcing deal of 2008 is a perfect example of the kind of multisourcing contract that experts believe will become more common as customers seek more flexibility. The challenge is to govern the many interdependencies between suppliers. The solution? A "service integrator"...

by: Ilan Oshri
Published: September 12, 2014
Tags: Ilan Oshri, sourcing, multisourcing, Governance

Ilan Oshri

Mid-term Assessment of China's Outsourcing Strategy:

Which country has invested in 21 outsourcing hubs? That would be China. With the 22nd hub about to be launched, find out what's fueling this "outsourcing powerhouse"

by: Ilan Oshri
Published: July 14, 2014
Tags: China, Ilan Oshri, Outsourcing, Asia

Ilan Oshri

Is Your Sourcing Strategy Watertight? Not without the "Concurrent" Option:

A new survey points to the fact that while SSCs don't lead in cost savings (3rd party BPOs rate higher) they DO win in Centers of Excellence, where their impact on operations and strategy counts

by: Ilan Oshri
Published: June 18, 2014
Tags: Loughborough, concurrent sourcing, sourcing, Sourcing Strategy, insourcing, Outsourcing, captive, make or buy, Ilan Oshri, Dr. Angelika Zimmerman, Dr. Eleni Lioliou

sexyssostats

simon

How is "Brexit" Going To Affect Shared Services Centres Across the UK (and Europe)?:

From a business perspective, the ramifications of "Brexit" are uncertain. The pound’s value, however, has dropped considerably against the US dollar

by: Simon Barton
Published: June 24, 2016
Tags: Brexit, England, shared services, European Union

simon

Robotic Process Automation: Five Key Trends:

A recent report by SSON's analytics hub, Dart, highlights 5 trends in RPA implementation

by: Simon Barton
Published: June 14, 2016
Tags: Data, Dart, robotics, RPA, Simon Barton, automation, trends

Barbara Hodge

4 Reasons to Add RPA to Your Agenda:

We've scoured our resources for useful tips to share with you. Here are four reasons to consider a discussion around RPA solutions sooner rather than later.1. Fungible CapacityRPA gives you the ability to easily increase and decrease capacity based on market requirements, deploying a digital workforce in high-volume times, for instance.2. Reduction in Operational RiskObviously huge for financial... Read more

by: Barbara Hodge
Published: November 11, 2015
Tags: RPA, robotics

Daily News

Barbara Hodge

All the News that's Important for YOU:

ABB in India, RPA in BPOs, Wipro expands Healthcare solutions...

by: Barbara Hodge
Published: February 12, 2016
Tags: news, India, BPO, ABB, Wipro

Barbara Hodge

The Week that Was...Jamaica, IT threatening BPO, top BPO locations, public sector, and more...:

Single federal email system delayed amidst continued glitches Ottawa Citizen "Following the degradation in email service in November, (Bell) decided to halt all new migrations," Shared Services spokesperson Marie-Hêléne ... Life Sciences to get highest salary hike in 2016 Business Standard (press release) (registration) (blog) It expects a 10.5 per cent salary increase across... Read more

by: Barbara Hodge
Published: January 15, 2016
Tags: news, SSO

Barbara Hodge

Best of the New Year's SS&O News You Need to Know...:

Best of my daily news roundup just for SSON members

by: Barbara Hodge
Published: January 8, 2016
Tags: SSON, news, Jamaica, Germany, Avaloq, Avon, HP, Pontoon, Adecco, HR, Healthcare, finance services, Finance, NASA

SSON News and Analysis

The SSON Daily News: November 3rd, 2015:

Equifax Inc. will hire 400 employees in the next three years for its Shared Services Center, from which it will provide support for its operations in 19 countries in North America, Latin America and Europe.

by: SSON News and Analysis
Published: November 3, 2015
Tags: Daily News, Outsourcing, Business Process Outsourcing, BPO, HR, shared services, SSON, Business Development, Global

Client Centric Shared Services

Jesus (Chuy) Michel

Client Centric Shared Services:

Leveraging analytics and advanced algorithms to correlate "voice of the customer" with transactional data and Social Media is a winning strategy for today's shared services

by: Jesus (Chuy) Michel
Published: February 11, 2016
Tags: shared services, client centric, customer oriented, Jesus Michel

O2C Your Lifeblood Getting it right

Lew Bader

Setting the Stage for Customer Service:

Your attitude is the most fundamental of all your service tools

by: Lew Bader
Published: February 11, 2016
Tags: customer service, attitude, service, O2C, order to cash

Lew Bader

Order-to-Cash "101": Order Processing (Part 2):

Order Processing is full of potential pitfalls. Here O2C expert Lew Bader takes us through what can go wrong

by: Lew Bader
Published: October 15, 2015
Tags: O2C, order to cash, order-to-cash, order processing

Lew Bader

Order-to-Cash "101": Credit Analysis (Part 1):

Creating a behavioral risk profile for customers

by: Lew Bader
Published: September 29, 2015
Tags: Lew Bader, O2C, credit, financial best practice, order-to-cash

Project Management for HR

Anupam Diwan

Stakeholder Engagement = Success [4 steps to getting there]:

Any brilliant idea is entirely dependent on key stakeholders! Don't set yourself at a disadvantage from the start. Follow these 4 rules to succeed

by: Anupam Diwan
Published: January 8, 2016
Tags: engagement, HR, team, relationship, customer service

Anupam Diwan

A Little Homework Prevents a Lot of Heartburn:

A great business case is worth nothing it you cannot resource it properly. So before you rush into a project, determine its business requirements first. A "requirements traceability matrix" sounds hairy, but it helps monitor what's possible

by: Anupam Diwan
Published: July 30, 2014
Tags: Anupam Diwan, planning, project, HR, project management

Anupam Diwan

Why Dashboards Are Like Watermelons...:

If all the lights are "green" on your status reports, then everything is great – right? Not so fast! Dig a little deeper, and you may just find some flashing indicators. So monitor them now

by: Anupam Diwan
Published: June 17, 2014
Tags: Anupam Diwan, PMO, project management, watermelon, red light, green light, KPI, metric

Anupam Diwan

How Best to Manage HR Projects? A PMO, IMHO…?:

Are you still managing HR projects by the seat of your pants? Most practitioners have not yet realized that Project Management strategies, from the manufacturing industry, translate perfectly to HR services

by: Anupam Diwan
Published: May 23, 2014
Tags: HR, project management, PM, PMO

The Practitioner

Amarpreet Bhamra

Exploring the Conscious Intent Behind Employee Referrals:

What does it mean for your "can do" SSO culture when someone proposes an apparent "star"?

by: Amarpreet Bhamra
Published: January 4, 2016
Tags: referral, employee, team, culture

Amarpreet Bhamra

Data and its Complexity in ERP Deployments:

ERP deployments are complex, especially when it comes to data transition. Tips on how to prevent data complexity throwing a spanner in the works...

by: Amarpreet Bhamra
Published: June 18, 2015
Tags: ERP, Data, transfer, complexity

Amarpreet Bhamra

Have You Considered A Centre of Excellence For Invoicing?:

Defect free invoices have a bearing on spend analytics in procurement, which leads to robust data analysis.

by: Amarpreet Bhamra
Published: February 9, 2015
Tags: invoice, Data, receivables, payables, AR, AP, P2P

Amarpreet Bhamra

Customer Surveys – Are They a Real Barometer Of Customer Experience?:

With service feedback now instantly available, are conventional customer surveys even relevant any more?

by: Amarpreet Bhamra
Published: September 25, 2014
Tags: surveys, VOC, CSAT, voice of the customer, feedback, culture, client

Transforming Global Payments

Mark Seethaler

The Future of Vendor Interface Looks Much Like Today, Only Different:

Global Payment leaders have a common complaint: they want "plug-configure-play" vendor solutions – not to be shoe-horned into increasingly impersonal frameworks. "Far-thinking providers should build a ‘Universal Supplier Portal’ suggests Mark Seethaler, SSON's ever-optimistic, ever humorous columnist...

by: Mark Seethaler
Published: August 19, 2015
Tags: payments, vendor, supplier, portal, service provider

Mark Seethaler

Payments in Pesos and Pounds:

Welcome to the world of multicurrency payments where tradition, culture, and anti-counterfeit measures create enormous challenges! Tips on which options work best.

by: Mark Seethaler
Published: January 19, 2015
Tags: Mark Seethaler, LDS Church, payments, global payments, cards, foreign exchange, bank draft, wire transfer

Mark Seethaler

Conference Champion, or One-and-Done?:

Managing your career is not just the HR department’s responsibility, it’s also yours. Use conferences to raise your knowledge base and gain some valuable contacts to improve your personal effectiveness. Tips on how to turn an industry event into a boost for your team.

by: Mark Seethaler
Published: March 25, 2014
Tags: Mark Seethaler, SSOW, Conference, career, talent

Mark Seethaler

Networking at Events: Bringing the Benefits Home:

You've enjoyed a few days' stimulating debate – but now to the crux of the matter: How to turn conference discoveries into applied benefits for your organization?

by: Mark Seethaler
Published: March 25, 2014
Tags: Conference, SSOW, career

A Roadmap for Global Transformation

Devi Kencki

A Phased Model: Learning How To Work With Shared Service Centers:

Your shared services' success will depend on the maturity of three major stakeholders: the SSO itself, its customers, and the Board of Directors. This series provides a template for a successful transition

by: Devi Kencki
Published: August 14, 2015
Tags: SSON, Devi Kencki, evolution, BU, stakeholders, change, maturity

Dr Carine Peeters Keeping an eye on sourcing practices

Dr. Carine Peeters

An Update: the European IT Outsourcing Market:

Clients wish IT providers were more pro-active, but TCS scores well in Whitelane's ITO survey. Find out who the top 10 IT service providers (by client satisfaction) are in Europe

by: Dr. Carine Peeters
Published: May 7, 2015
Tags: SSOWEEK, Europe, IT Outsourcing, TCS, Tata, Whitelane, survey, ITO, Dr. Carine Peeters

Dr. Carine Peeters

Why Aren't You Offshoring Business Services? An Analysis of "Blocking" Factors:

Top 5 factors that would make organisations consider offshoring, despite misgivings about quality

by: Dr. Carine Peeters
Published: May 21, 2014
Tags: Carinen Peeters, BPO, offshoring, why not offshore, reasons not to offshore, cost of offshoring

Dr. Carine Peeters

The Difference Between Success and Failure in Global Sourcing: a Tale of Two Companies:

Did you know that the perceived success or failure of global sourcing usually hangs on how much time it takes to implement? So what makes some companies get it right faster than others? Dr. Peeters' research unearths 3 crucial factors

by: Dr. Carine Peeters
Published: April 4, 2014
Tags: Carine Peeters, GBS, sourcing, culture, success factors

Dr. Carine Peeters

Managing Offshoring Initiatives: Shall We Go or Should They Come?:

A recent survey highlights five important reasons for the evolution towards greater use of "inpatriates" as opposed to "expatriates" to help coordinate and control offshoring initiatives.

by: Dr. Carine Peeters
Published: January 10, 2014
Tags: ohhshoring, culture, expatriates, inpatriates, cost of offshoring, cultural costs, Carine Peeters, Florence Duvivier

Sourced and Shared

Deborah Kops

Can We Cross-breed Business Services Delivery Talent?:

She's done it again! This time, Kops takes on the lack of cross-fertilization between provider and client skill sets ... just how easy is it to cross over?

by: Deborah Kops
Published: May 6, 2015
Tags: Deborah Kops, client, provider, Outsourcing, BPO, cross-fertilization

Deborah Kops

GBS ... the big Hoax?:

She’s back … and she’s got her snarky on. Deborah Kops calls out Global Business Services...

by: Deborah Kops
Published: April 15, 2015
Tags: GBS, Kops, sourcing change, Deborah Kops, models, shared services, trends, global model

Deborah Kops

All Things To All People: Why Shared Services And Outsourcing Stakeholder Management Fails:

"Stakeholder" was a buzzword at SS&O Week in Orlando this month. But how do you decide who really matters? Deborah Kops suggests that maybe – JUST MAYBE – we are overdoing the "stakeholder" bit, forgetting that they are not all created equal. Read on...

by: Deborah Kops
Published: March 23, 2014
Tags: Deborah Kops, stakeholders

Deborah Kops

6 Game Changers for the Year Ahead:

Will this finally be the year of onshore outsourcing, when we can buy local at scale? Despite the fact that markets have a lot going for them (no US Presidential elections, for starters), it may take more than that to create real breakthroughs

by: Deborah Kops
Published: January 6, 2014
Tags: Kops, Deborah Kops, trends, SSO, BPO, best practices, problems with BPO, solutions for shared services, sourcing change

Breaking the status quo How to engage with SMEs

Tom Zbaren

Accelerating Growth: Adopt, Integrate & Scale:

Digital marketing and social media are true game changers because they enable anyone to be heard. 'Scaling' is still a big challenge for many, however

by: Tom Zbaren
Published: April 30, 2015
Tags: SME, SMB, digital, sales, marketing, mobile, agile, growth, Services, Outsourcing, Tom Zbaren

Tom Zbaren

BPaaS and Centers of Excellence:

The ability to perform advanced business processes with no upfront capital investment enables ALL businesses to add to their scope of service and capabilities – and grow beyond their current boundaries.

by: Tom Zbaren
Published: February 13, 2015
Tags: SME, small and medium sized, BPaaS, cloud, social media, BPO, COE, centers of excellence

Tom Zbaren

BPO and the Medici Effect ...:

Today, Cloud, Integrated Business Services, and Verticalization hold the key for BPOs wanting to connect with the emerging SME market.

by: Tom Zbaren
Published: February 2, 2015
Tags: SME, SMB, BPO, small, medium, business, cloud, integration, verticalization

Tom Zbaren

The Power of a Digital and Customer-centric Mindset:

Three barriers to winning over SMEs for BPO: time zones, cultural differences and trust

by: Tom Zbaren
Published: December 23, 2014
Tags: SME, SMB, middle size, small, BPO, shared services, Outsourcing, partner, sourcing

Robotic Process Automation at Work

Wayne Butterfield

RPA and its Potential Pitfalls:

Fresh from his new-found fame (!), Wayne takes some time out to share 4 potential problem areas with you

by: Wayne Butterfield
Published: April 29, 2015
Tags: Wayne Butterfield, robotics, lessons, RPA

Wayne Butterfield

RPA: Right Tool – for the Right Job?:

Where does RPA fit into your business? Wayne shares his 4-step "Rule Book" to evaluate quickly whether a process is suitable for RPA or not. You can copy it here...

by: Wayne Butterfield
Published: April 1, 2015
Tags: RPA, robotics, Wayne Butterfield, Process Automation, O2, how-to guide, robotic process automation, technology

Wayne Butterfield

RPA: Still Trying to Get Started...:

Wayne Butterfield shares secrets on how to get a successful robotic operation up and running, in his new column for SSON. This time: how to win over the Technology folks

by: Wayne Butterfield
Published: November 19, 2014
Tags: RPA, Wayne Butterfield, Telefonica, O2, robotic, technology, automation

Wayne Butterfield

Winning Around the Doubters:

Hard numbers won over the doubters of Telefonica's RPA project, in 2010. "Once the ROI was on the table, RPA started to make new friends," says Butterfield. "Even in the Technology department."

by: Wayne Butterfield
Published: November 19, 2014
Tags: Wayne Butterfield, RPA, robotics, culture, persuading, challenges

How To Leverage Chat In Service Delivery

Wayne Butterfield

Call Reduction as a Result of Chat, How Do You Prove It?:

My 2nd blog on the subject of Live Chat (Starting Out With Live Chat) went down really well, and thanks for all the feedback. For those that missed it, I discussed the piloting of Live Chat and some pit falls to avoid to ensure that your pilot and ongoing operation is a success. Read it here. A question I’m always asked by others looking to replicate the success that O2 UK has had with Live... Read more

by: Wayne Butterfield
Published: March 27, 2015
Tags: chat, self service, Wayne Butterfield

Wayne Butterfield

Starting out with Live Chat:

Customers' patience runs out much faster on Chat than it does waiting on a phone line

by: Wayne Butterfield
Published: March 5, 2015
Tags: chat, customer service, Wayne Butterfield, Telefonica, O2

Wayne Butterfield

Before "Live Chat": What Do You Want it to Achieve?:

Self-service is what our members are putting their faith in. But before you develop a business case for "Live Chat" you should be asking yourself what you want it to achieve. Paper over web cracks? Increase online conversion?

by: Wayne Butterfield
Published: February 13, 2015
Tags: self-service, chat, Wayne Butterfield, Telefonica

Service Leadership and Other Stuff From Lee

Lee Coulter

How We Deal with Change (and Stress):

The peaks and troughs of change management have more to do with simple math than we think. Check out the Change Curve ... and take heart. You'll get through this!

by: Lee Coulter
Published: February 13, 2015
Tags: Lee Coulter, leadership, stress, planning and launching, implementation, roll out

Lee Coulter

Telling versus Doing:

What Lee learned from a performance review (and what you need to do more of)

by: Lee Coulter
Published: February 2, 2015
Tags: customer, communication, Lee Coulter, success, performance, customer service, review

Lee Coulter

Cutover Weeks Are Stressful:

Setting up standardized operating procedures to help smooth the journey...

by: Lee Coulter
Published: February 2, 2015
Tags: Lee Coulter, cutover week, leadership

Lee Coulter

Reconnecting as a Team:

Forcing us to slow down to enable us to go fast: the value of off-site team days

by: Lee Coulter
Published: August 29, 2014
Tags: Lee Coulter, MSC, Ascension, team, off-site

SSON Anonymous Diaries

A Client For Life is a Dying Breed:

It's not like a few years ago: Competition is greater than it’s ever been and it’s a constant struggle to clearly differentiate and create a USP for your product.

by: SSON Editor
Published: October 28, 2014
Tags: customer satisfaction, customer service, client

Anonymous Diarist – Putting the Fun in Shared Services

Fun in Shared Services – It's Not Just for the Holidays...:

If you want to boost your SSO team's energy and morale – how about suggesting a team exercise moment? Our diarist says skipping can do a whole lot more than ... well, read for yourselves

by: Anonymous Diarist – Putting the Fun in Shared Services
Published: December 17, 2013
Tags: diary, anonymous, culture, fun

Is It Just Me Or Are You Feeling It Too

Jamie Davies

The 5 Disciplines of Fantastic SSC Transition Teams:

How to make sure you cover external- and internal-facing requirements for a new launch, by answering the "what" as well as the "how"

by: Jamie Davies
Published: September 25, 2014
Tags: planning and launching, Jamie Davies, basics, 101, how to, team, hiring, communication, Risk

Jamie Davies

JAMIE's DIARY: A Difficult Decision...:

A change of jobs instigates some soul-searching around how you measure your "true" culture

by: Jamie Davies
Published: April 9, 2014
Tags: Jamie Davies, career, transition, culture, leadership

Jamie Davies

Seeing the Power of Continuous Improvement "Working Live":

Launching the first wave of Continuous Improvement at BT’s Budapest center has been a sobering experience for Jamie Davies. He writes about the challenges of genuinely trying to communicate with the local teams, and getting people to open up. Not as easy as he thought…

by: Jamie Davies
Published: February 14, 2014
Tags: Jamie Davies, Continuous Improvement, team, culture, Lean, Six Sigma

Jamie Davies

Is It Foggy – Or Is It Just Me?:

New diarist Jamie Davies asks himself whether he's getting old – or whether organisational communication was just easier in the good old days. A New Year’s exchange with his team in Budapest gets him thinking about how challenging modern SSC organisational life can be...

by: Jamie Davies
Published: January 17, 2014
Tags: Jamie Davies, Hungary, communication, Gen Y, organization, team, workforce, young, Budapest, BT

Looking at Deal Risk in a Different Light

jeanette nyden stage

How to Deal With "At Risk" Vendors:

Did Swift's troubles earlier this month impact you? Don't overlook the risks your vendors pose. Here's how to cover that

by: Jeanette Nyden
Published: August 29, 2014
Tags: Risk, provider, negotiation, supplier, Jeanette Nyden

jeanette nyden stage

Unlock Value By Decreasing Vendor Risk:

Buyers can unlock value for their organization by decreasing both their companies’ and vendors’ exposure to risk. For example, a food manufacturer unlocked value by partnering with their trucking vendor to mitigate the risk of fluctuating fuel costs. The companies agreed that the cost of fuel would be passed through to the company. At first that seems like a risky decision, but the vendor had a... Read more

by: Jeanette Nyden
Published: June 10, 2014
Tags: Risk, vendor, BPO, Jeanette Nyden

Simon speaks with

Stephen Forrest

Reflections: A Career in Public and Private Shared Services:

Stephen Forrest has seen it all when it comes to private vs public sector services: The one is good at partnering; the other better at making risky decisions that promise results. Both, however, will have to crack the "bespoke solutions" vs standardization nut...

by: Stephen Forrest
Published: August 13, 2014
Tags: Simon Brown, Stephen Forrest, HR, public sector, private sector, BPO

Simon Brown

Simon Speaks with … Stuart Martin, Director, HR Operations for Europe, Eurasia and Africa:

What makes a leader? People management skills, cultural IQ and a sound change management capability. Plus some advice on how to develop your career potential by focusing on the skills needed today

by: Simon Brown
Published: June 25, 2014
Tags: HR, Simon Brown, Stuart Martin, The Coca-Cola Company, transformation, GBS

Shared Services for small and medium-sized enterprises

John Kirk

SMAC and Big Data Have Raised the Game: But it's Still About Delivering On Expectations:

Big data can only take you so far. More important is to focus on the customer experience...

by: John Kirk
Published: July 2, 2014
Tags: John Kirk, SMAC, social media, Big Data

John Kirk

Big Data Strategy for SMEs:

Tackling the challenge of Big Data is like taking on other challenges. In other words: do you build it yourself or do you outsource it? Here's how to make that decision

by: John Kirk
Published: May 21, 2014
Tags: John Kirk, Big Data, SME, Data Analytics, gathering'data strategy

John Kirk

SMAC for SMEs:

Are you missing the boat? Don't be put off by the acronym: The power of "SMAC" lies in integrating its components.

by: John Kirk
Published: April 3, 2014
Tags: SMAC, John Kirk, SME

John Kirk

Case Study: Shared Services Center Saves Millions:

Planning is a prerequisite for successful SSO implementation, and applies to mature centers, too. John Kirk tells you what the "planning & design" phase should cover, and shares tips from the trenches

by: John Kirk
Published: February 14, 2014
Tags: planning and launching, start up, how to, shared services, costs, John Kitk, SME, Tools and Templates

Building a More Effective Delivery Model

Rita Thies

Outsourcing Finance and Accounting in Germany’s Mid Market Segment:

Among industry experts there appears to be agreement that Germany presents a prime opportunity for outsourcing: 34% of CFOs plan to do so in the next 3 years.

by: Rita Thies
Published: June 10, 2014
Tags: Germany, Rita Thies, offshoring, Outsourcing, SME, mid size

Rita Thies

Four Days in Berlin...:

SSON's columnist finds the "Mittelstand" under-represented at leading industry event, and well-known names embarking on Shared Services somewhat late in the day learning from the mistakes of others.

by: Rita Thies
Published: December 10, 2013
Tags: Germany, Rita Thies, Shared services strategy, BPO, captive, incountry, Europe

Branding for Shared Services and BPO

John K Grace

Why Brand Architecture is a Critical Strategic Imperative:

Editor's Introduction: Brand Architecture is a key strategic tool to ensure that audiences will understand what you offer and how they can engage. It’s a critical issue for Shared Services, where businesses often resist having control taken away from them, and the general perception of "paying less for service" all too easily translates into "lesser service." Though often overlooked – our... Read more

by: John K Grace
Published: May 31, 2014
Tags: branding, logo, mission, buy in, John Grace

John K Grace

Using a Strong Shared Services Brand to Attract and Motivate the Best Talent:

A strong internal brand can act as a beacon to attract the best talent, and can keep the team motivated and excited. Are you making the most of yours?

by: John K Grace
Published: October 21, 2013
Tags: branding, John Grace, communication, brand, value

John K Grace

How to create the right perception: re-branding Shared Services:

Shared Services, by its actual name, creates the wrong perception from the start. How about re-branding the shared services offering to signal MORE, rather than LESS?

by: John K Grace
Published: August 26, 2013
Tags: branding, John Grace, brand, perception, signal more, Global

John K Grace

Shared Service brands can help "users" tap into greater value:

Just like other aspects of business, a strong shared services group should be proactive in marketing itself and always looking for ways to communicate their value. This will stimulate demand, and also assuage the resigned perceptions that may exist. In fact, it should make you an even more valued partner.

by: John K Grace
Published: August 1, 2013
Tags: brand, branding, John Grace, service, market, marketing, buy-in, Global

HR Analytics

Anupam Diwan

Learn How to Manage Projects Before Projects Manage You:

Don't let a project manage you. Find out why many jobs fall under "Project Management" even when not designated as such – and why applying the right methodology helps

by: Anupam Diwan
Published: April 3, 2014
Tags: Anupam Diwan, project management, HR

Anupam Diwan

Applying Case Study Methodology to Your Shared Services Problems:

This case study highlights the importance of analytics in making crucial HR decisions and guiding business strategy. It's a great approach that you can apply to any number of problems (note: a degree in statistics is not required!)

by: Anupam Diwan
Published: February 28, 2014
Tags: Anupam Diwan, case study, HR, metrics, decision making

Anupam Diwan

What Does "Perfect" Look Like?:

A Sigma level sets expectations – 5,000 abandoned employee calls (3 Sigma) versus only 1.7 (6 Sigma); or HR helpdesk unavailable for 7 hrs/month (3 Sigma) versus 1 hr every 34 years (6 Sigma)! The impact on performance? Enormous.

by: Anupam Diwan
Published: January 13, 2014
Tags: Six Sigma, Improvement, Fishbone, Ishikawa, defects, HR

Anupam Diwan

A Smorgasbord of Dashboards:

A well-designed 'dashboard’ presents various elements of a performance scorecard in an attractive, simple and comprehensive format. Find out why that makes a difference

by: Anupam Diwan
Published: December 10, 2013
Tags: Anupam Diwan, dashboard, metrics, HR

Exploring

J.G. (Jeroen) Meijerink

A Marketing Perspective on Shared Services: Why Users are the Creators of Value:

New research finds "Value" is not built into the provision of a service, but is created at the moment of use. Thus, 'Big Data' is only a value proposition until you draw on it to make better decisions. As users drive value, you should invest in educating them accordingly

by: J.G. (Jeroen) Meijerink
Published: February 19, 2014
Tags: user satisfaction, user, training, HR

The Civil Service Its Not What You Think

Paul Wickens

All In a Day's Work: Northern Ireland's Civil Service Runs on a Few Laughs:

"I have noticed that the people who are late are often so much jollier than the people who have to wait for them"... that will suffice as an introduction for our new diarist, the CEO of Shared Services for the Northern Ireland Civil Service. There's very little downtime in his job, but plenty of laughs.

by: Paul Wickens
Published: January 28, 2014
Tags: Paul Wickens, NICS, Northern Ireland Civil Service, Committee, ESS, Enterprise Shared Services, Humour, Humor, Funny, culture, diary, blog, team

Scully on HR Technology

Jim Scully

A New HR Channel?:

The new generation of cloud-based HR systems allows managers to be almost entirely self-sufficient, but many organizations still resist turning over the controls, claiming managers 'just aren’t ready' or can't be trusted with so much power. Frankly, they are probably right...

by: Jim Scully
Published: January 21, 2014
Tags: HR Technology, self service, Jim Scully

Jim Scully

Ready or Not, It’s Decision Time:

SaaS is disrupting HRMS platforms in a perfect example of what economist Joseph Schumpeter called "gales of creative disruption." During these periods, the pace of change accelerates as new market entrants put pressure on incumbents, and everyone scrambles to survive. If you’re not already thinking about what’s next, Scully recommends you start.

by: Jim Scully
Published: December 11, 2013
Tags: HRMS, Joseph Schumpeter, Jim Scully, creative destruction, SaaS, disruptive technology, HR Technology

Jim Scully

Your HR Technology Choices Explained: Client-Server, Hosted, or SaaS Solutions:

Cloud, Convergence and Commoditization. Those are the trends that are defining HR Services technology's evolution. Jim Scully walks us through the options

by: Jim Scully
Published: October 27, 2013
Tags: Jim Scully, HR Technology, technology, SaaS, ERP, cloud

Jim Scully

Clearing up the Cloud:

SSON's HR Tech guru attempts to bring clarity to the sometimes-murky topic of Cloud Computing

by: Jim Scully
Published: August 21, 2013
Tags: cloud, Jim Scully, client server, technology, HR Technology, evaluating technology, Human Resources, HR

Tackling Challenges and Opportunities An Advocates Perspective

Rochelle Hood

Shared Services Leaders Come on Down...and Spin the Pricing Model Wheel:

How do you play the Grocery Game in Shared Services and determine the right price for your services without exceeding budget?

by: Rochelle Hood
Published: January 6, 2014
Tags: pricing, chargebacks, pricing strategies, Rochelle Hood, Coca-Cola, pricing model

Rochelle Hood

The Twelve Days of an Accounting Close Christmas:

Today, we appreciate and celebrate our readers who serve in, support, specialize in, manage or lead accounting teams and roles. Please enjoy this special edition of 12 Days of an Accounting Christmas in your honour.

by: Rochelle Hood
Published: December 17, 2013
Tags: Humor, Humour, Christmas, Rochelle Hood, financial close, accounting

Rochelle Hood

How is Master Data like The Lion King?:

One of the challenges of managing Master Data is locating all of the sources, in order to present a "single version of the truth." Governance, i.e. ownership and accountability, is vital. Here's how to get to Hakuna Matata (we have a free template to help)

by: Rochelle Hood
Published: December 10, 2013
Tags: master data, SSOPro, SSO Pro, Rochelle Hood

Rochelle Hood

How Do You Like Your Data – Clean or Dirty?:

Many companies only approach data cleansing during major ERP system integrations or upgrades, but "dirty data" will cost you. Here's why you should consider making a start today – and 5 easy steps to get going.

by: Rochelle Hood
Published: December 2, 2013
Tags: Data, Analytics, Data management, Master Data Management, data cleansing

Emma Beaumont

Emma Beaumont

What if Vincent Price had had access to Data Analytics? "No mere mortal can predict the profit of the Thriller...":

Twenty years after his death Vincent Price remains immortalised as generations X, Y and doubtless Z (to come) still recognise his legendary, and eerily creepy, tones as synonymous with Michael Jackson's Thriller. There can't be too many people alive today who aren't familiar with the lyrics that haunt this world record breaking single, or who haven't boomed "the funk of forty thousand years... Read more

by: Emma Beaumont
Published: October 30, 2013
Tags: Emma Beaumont, Data, analysis

Emma Beaumont

Spend Analytics: Why even a multi-million dollar budget won’t buy you any logic (or even a good IFA it seems):

We’re still hearing it all the time from shared service leaders in every geography - cost control isn’t the only driver, but it’ll ALWAYS feature in the top three for most businesses. Especially in the current climate and the imminent possibility of a triple dip (yes that’s three dips!) recession in the UK after Q1’s rather bleak results. And, more and more, the eyes are turning to the... Read more

by: Emma Beaumont
Published: April 18, 2013
Tags: Emma Beaumont, cash, retirement, cash management, Procurement, spend analytics, Michael Phelps, Rio Ferdinand

Emma Beaumont

What Cloud technology and Lady Thatcher have in common (and why we all need more disruption in our lives):

Like most of us in the UK (and around the rest of the English speaking-world), like it or not, I’ve seen, heard and read a lot about Margaret Thatcher this week. It’s been somewhat unavoidable. Any amateur observer of the press can tell you that there are few choice words being used to describe Britain’s first and only female Prime Minister that everyone seems to agree upon. Fierce.... Read more

by: Emma Beaumont
Published: April 17, 2013
Tags: Emma Beaumont, cloud, Margaret Thatcher, Thatcher, Disruptor

SSON Sourcing

Keyur Maniar

Outsourcing Trends in Banking, Finance, and Insurance Industries:

There's a trend in the BFSI industry to rebadging staff onto a provider's team. Some BFSIs are going even further, to monetize their services delivery teams. Why is this happening?

by: Keyur Maniar
Published: September 20, 2013
Tags: Wipro, Keyur Maniar, BFSI

Arindam Dutta

Asia Pacific & Japan: market expansion and M&A driving CFO's BPO expectations:

What exactly differentiates the Asia Pacific market? For one, its growth is being driven by M&A activity. And that means CFOs are having to deal with new systems, integrations, and costs. It's also making BPO partnerships more attractive, as HP's Arindam Dutta tells me...

by: Arindam Dutta
Published: June 23, 2013
Tags: HP, Enterprise Services, Arindam Dutta, Asia, APJ, Japan, shared services, BPO

Madhukar Tata

Sourcing Superstar Series: Disruptive Ideas:

Today, it's all about mobility. New technology trends are not just defining how people like Madhukar support client transformations, but also support the end-to-end processes that skirt the bottlenecks associated with functional silos

by: Madhukar Tata
Published: June 4, 2013
Tags: Infosys, BPO, disruptive technology, IT, optimization, Excellence, bottlenecks

Shared Services & Outsourcing Network

Sourcing Superstar Series: SMEs a Growth Opportunity for Tom Dobis, HP Enterprise Services:

SSON's Sourcing Superstar series continues with HP Enterprise Services' Tom Dobis, who talks about global BPO trends, the growing importance of the mid-market and this sector's desire for a "Mercedes experience at Chevy prices," as well as the fast-moving, fast-expanding practice for business analytics. He talks with Barbara Hodge [add your comments at the bottom of this page] Tom Dobis... Read more

by: Shared Services & Outsourcing Network
Published: May 14, 2013
Tags: HP, Enterprise Services, Tom Dobis, mid market, SME, Latin America, Asia, Dobis, small and medium-sized enterprise, SMEs

Social Media

Glenn Remoreras

Improving collaboration – an effective Social Media integration point for businesses:

A new generation of social enterprise apps are delivering on business needs, and Forrester estimates a 61% increase in spending on enterprise social collaboration software by 2016. So how will you integrate social media to your work streams?

by: Glenn Remoreras
Published: July 24, 2013
Tags: social media, SMAC, Glenn Remoreras, CEMEX, collaboration, wikis, team work, engagement, decision making, Global, Forrester, social enterprise apps

The Transformation Agent

Steve Moore

Tips on empowering employees and developing a team (series, part 5):

Ever wonder why your shared services is not creating the buzz it should? It's generally down to lack of staff engagement and teamwork. Tips on how to get there.

by: Steve Moore
Published: June 23, 2013
Tags: Steve Moore, transformation, developing teams, 101, shared services, how to, introduction, empowering, developing, employees

Steve Moore

Tips on Shared Services Implementation (series, part 4):

In this 4th article in the How to Design a Successful Shared Services series, transformation veteran Steve Moore warns of 3 common pitfalls – and provides a stern admonition on scope creep. Once you've designed your shared services, understood the business and commercial impact, and made the right technology decisions, then there's no more avoiding it: you're at the implementation stage. And... Read more

by: Steve Moore
Published: May 20, 2013
Tags: Steve Moore, transformation, Shared services transformation, implementation

Steve Moore

Designing a Shared Services – Making Technology Decisions (series, part 3):

Did you know? Technology should be the "enabler" not the "driver" of services delivery. Automating an already convoluted or broken process will not make that process more efficient.

by: Steve Moore
Published: March 19, 2013
Tags: technology, design, designing a SSO, transformation, Steve Moore, Stephen Moore

Steve Moore

Designing Shared Services – Understanding Business & Commercial Performance (series, part 2):

How to avoid the mistake of Analysis Paralysis – where an industry is generated to collect and analyse data that does not drive performance.

by: Steve Moore
Published: March 19, 2013
Tags: SLAs, Customer expectations, transformation, change management, Stephen Moore, designing sso

The Psychologists Couch

Anirvan Sen

Who's King in India (and why this is important)?:

Do you know who’s the King of India? You’re thinking, India is a democratic country and doesn’t have a King. Wrong. Think again. The King of India is Ran"King" – ranking!! This started off as a light banter with my daughter but then I realized the importance of ranking in the societal culture. The whole discussion was triggered by an observation my daughter made, about a certain pattern of... Read more

by: Anirvan Sen
Published: June 21, 2013
Tags: India, culture, respect, rank, ranking, shared services culture, community, Anirvan Sen, Asia

Anirvan Sen

Contours of China: an Introduction to an expanding talent pool:

I love to travel and I love to study the cultural aspects of different countries. Being in the BPO industry has allowed me to interact with people from all over the world on a regular basis. As I am in Wuhan [China} this week, at the SSON’s conference, I thought it might be useful to share what’s going on here. China has had a fascinating path on the BPO trajectory. From being a mere ripple... Read more

by: Anirvan Sen
Published: May 14, 2013
Tags: China, Anirvan Sen, BPO in China, staff in China, Shared Services in China, Asia, talent management, talent pool, BPO

Anirvan Sen

"Elder Brother" Syndrome:

Understanding the role-play in offshore BPO teams

by: Anirvan Sen
Published: August 28, 2012
Tags: BPO, Anirvan Sen, culture, offshore, Global

Anirvan Sen

Outsourcing and Global Communication:

The BPO industry offers plenty of highs – and lows

by: Anirvan Sen
Published: August 28, 2012
Tags: Outsourcing, Anirvan Sen, psychologist, BPO, global communication

The Proust Questionnaire

Keshav Murugesh

Proust Questionnaire: Keshav R. Murugesh, Group CEO, WNS Global Services:

Keshav R. Murugesh, Group CEO, WNS Global Services Q: Who do you look up to in business and why? A: Richard Branson for sure. Love the way he creates disruptive models every now and then, and more importantly, makes them successful! Q: What has been your greatest achievement? A: My ability to balance home and work! My responsibilities as a husband and father hold as much... Read more

by: Keshav Murugesh
Published: March 14, 2013
Tags: Proust, WNS, Keshav Murugesh, BPO

SSON interview

Genpact's Patrick Cogny on the bliss of 14 hours with no connectivity:

Genpact's Patrick Cogny on the bliss of 14 hours with no connectivity; why being forced to change is something third parties can do best; and the virtues of case studies over management books. Oh, and he relaxes best by ... you guessed it ... doing computer programming (don't we all?)

by: SSON interview
Published: February 1, 2013
Tags: Genpact, Patrick Cogny, BPO

Meet Steve Johnson, a SSON awards judge:

Steve Johnson, Director, Finance Transformation and North American Shared Services, Masonite International…on German over Latin — and guess how many cars he’s had since he was 16?

by: SSON Editor
Published: January 28, 2013
Tags: SSON, shared services, Outsourcing, SSON Awards

Deborah Kops

The Proust Questionnaire: Deborah Kops:

Each week, SSON introduces you to a member of our community by profiling one of our premium members. We set out to reveal that certain ‘je ne sais quoi’ that makes them stand out through their work and life experiences...We give you Deborah Kops..

by: Deborah Kops
Published: January 28, 2013
Tags: SSON, Deborah Kops, shared services, Outsourcing