Outsource Issue 30 - (Page 86)

The OuTsOurcing Jigsaw Sometimes you can gain great understanding of a situation by taking a long hard look from outside – so here are some thoughts from a relative newcomer to the outsourcing space, who isn’t holding back when it comes to urging change upon the industry… Andy Scott Andy Scott is a governance, risk management and compliance expert with deep experience in financial process automation, sales and marketing management. T he business process outsourcing world appears to me – an outsider (not an outsourcer) – to be in a perpetual state of transition and transformation – like a talented teenager struggling to find the identity that best suits immediate desires, yet is acceptable to the adult world! OK, you might argue that “outsourcing” is as old as the hills – but you must agree that the industry is in need of some fresh perspectives and approaches that will improve its perception in the business world and widen its appeal to an enormous untapped market. The great and the good of BPO have much to be proud of in creating a new industry, and in encouraging innovation; in this article, I am going to throw a stone into the outsourcing ocean that I hope will create a ripple that joins others to create sufficient turbulence to power change. Change that will establish outsourcing at the helm of business services, and substantially broaden its appeal to a wider market. This is not the vision of a synergistic metamorphosis of BPO through the eyes of an inspired genius with a wealth of experience in the subject matter. On the contrary, it is that of an outside runner whose simple views hopefully pinpoint the glaringly obvious against a landscape obscured by the dust raised in the race to be the cheapest, widest or loudest in corporate global outsourcing. It is a view shaped, not from some lightbulb moment, but from discussions with some of the world’s largest and most successful outsource providers, leading technology innovators, and business service professionals – combined with a little joined-up thinking. Forgive me if I am preaching the bleeding “A professional is a person who can do his best at a time when he doesn’t particularly feel like it.” – Alistair Cooke 86 www.outsourcemagazine.co.uk ● ● ●● http://www.outsourcemagazine.co.uk

Table of Contents for the Digital Edition of Outsource Issue 30

Peering through the fog
Who moved my world
Bringing on the beeb
Courting the commentariat
Everyone is responsible
Our survey says
Fast money
Smarten up
Seeing the biggest picture
NOA round-up
Embracing enterprise innovation
Customer matters
Application development outsourcing
India: rules for offshoring
Talent gap
The Professionals
Book learning
The outsourcing jigsaw
The legal view
Top ten
NelsonHall round-up
Online round-up
The deal doctor
Inside source
The last word

Outsource Issue 30