Global

Changing paradigms of global engineering outsourcing

Posted: 04/05/2016 - 06:30

Today companies are being exposed to a changing business landscape due to macro-economic factors, greater-than-ever globalisation, and rapid advancements in technology.

The global economy is recovering but still sluggish. Companies have been engaging in significant cost savings and restructuring initiatives over the past several years to meet shareholder expectations. But business leaders are now beginning to realise that they cannot cut their way to growth. So companies now have a greater appetite to invest in developing new products, services and market reach.

An industry in transition: why industrial companies need new talent for future success

Posted: 04/02/2016 - 04:34

In 2009, I was a Director in the Project Management Office at Blue Cross/Blue Shield North Carolina, when we launched an initiative to build a Robotic Process Automation (RPA) application that mimicked the functions of human claims examiner. Overseeing a team of eight software engineers, analysts and testers, we developed a robotic engine and, over the next 18 months, systematically expanded the application’s capabilities.

I taught a robot to do my job (and other confessions of an RPA pioneer)

Posted: 04/02/2016 - 03:02

In 2009, I was a Director in the Project Management Office at Blue Cross/Blue Shield North Carolina, when we launched an initiative to build a Robotic Process Automation (RPA) application that mimicked the functions of human claims examiner. Overseeing a team of eight software engineers, analysts and testers, we developed a robotic engine and, over the next 18 months, systematically expanded the application’s capabilities.

Right place, right time: the growth of the cloud contact centre market

Posted: 04/02/2016 - 02:35

Cloud-based contact centres have taken off in a big way. With business process outsourcers (BPOs) needing flexibility and scalability to respond quickly to changing conditions, the cloud is best placed to enable these desires.

The latest research from the Cloud Industry Forum has found that 46 per cent of UK-based organisations use cloud-based contact centres today, a figure that is expected to increase to 68 per cent over the next few years. These results confirm the value of cloud-based contact centres and their ability to transform customer service and engagement.

A new way to serve and contract

Posted: 04/01/2016 - 19:55

The world of sourced services is developing rapidly. Gone are the long-term, rigid forms based on lease funding and assumptions of slothful corporate evolution. The cloud, rapid innovation and globalisation have put paid to that. So what emerging trends of the sourcing market are noteworthy for commissioning directors?

Robots 

Sustainable supply chains: do they really benefit my company?

Posted: 04/01/2016 - 19:55

As companies have started to internalise (and for that matter, practice) the triple bottom line concept of sustainability, the focus now has shifted to issues beyond their walls of operations and manufacturing. In the world of outsourcing, globalisation and interdependence of suppliers, companies must look into making their supply chains more sustainable.

Delivering contracts with teeth

Posted: 04/01/2016 - 19:52

All too often, businesses are faced with bold promises about the services they will receive from their outsource providers; they are drawn in by the “ideals” pitched to them and ultimately, find themselves disappointed with the outcome as those services fail to live up to expectations.

Shock, horror as UN bans outsourcing

Posted: 04/01/2016 - 19:43

NEW YORK: The international outsourcing community is in disarray following last night’s shock announcement by the UN Security Council that all outsourcing and offshoring activity has been criminalised “with immediate effect”.

“I can’t believe it,” lamented the anonymous CEO of a major multinational service provider. “Decades of constant, overwhelming, economy-rejuvenating success – give or take a few multibillion-dollar failures – and they do this to us. Talk about a kick in the nuts.”

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