Discuss, debate and exchange ideas on latest trends and opportunities in the Business Process Outsourcing (BPO) landscape. Deliberate on adding “business value” to clients, vendors, employees and various other stakeholders to enhance customer satisfaction and sustain long term partnerships.

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October 25, 2016

Do you know how you fail?



The manufacturing industry has been evolving out of standard productivity models to higher intelligent systems based on this human experience of "seeing it early", or "knowing the fail".

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August 31, 2016

In Chains in Supply Chain


The US Democratic Party presidential candidate Hilary Clinton is strongly advocating against modern slavery in her current election campaign. In the UK, the new Prime Minister Theresa May is setting up a government task force to 'get a real grip' of this problem.

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April 9, 2015

Enhancing Customer Experience: The digital movement

The last decade has seen dramatic changes in customer buying patterns and customer service requirements.

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April 1, 2014

The NEER Future

As the industry is set to explore new competencies for enterprises to differentiate in the backdrop of intense competition in market place, the expectation from the "supply chain" goes to the next level.

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February 11, 2014

BPR v/s ERP - Part 2

This is the second and concluding part of BPR v/s ERP. Click here to read Part 1.

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February 6, 2014

BPR v/s ERP - Part 1

The role of business process re-engineering needs to be recomposed and rebuilt in implementing enterprise resource planning.

Continue reading "BPR v/s ERP - Part 1" »

January 21, 2014

Make your assumptions "SMART"

During the stage of business solution conceptualization, assumptions become a subject of primary importance owing to their contribution to the building blocks of the solution framework. Hence, it is imperative that a careful diligence exercise is carried out while selecting them out from a whole list of available options.

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October 26, 2013

Risk Management in Logistics services

The current market situation being extremely demanding, the existing operating environment of the supply chain has become vulnerable in terms of its capacity of "risk resistance" and also has challenged its own ability to avoid such risks.

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October 11, 2013

Mutating to transform - natural evolution for the IT and ES industry?

The BPaaS model is fast becoming a cornerstone of customer enquiries and addresses an inflection point in the BPO industry. While the IT+BPO story was earlier about automation, it's now about offering the entire service - tech, people and process as a service.

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September 4, 2013

Managing the "Double-edged Sword" for a Successful Project Performance

The indicator for an organization for measurement of  successful project management primarily has always been its cost performance vs. meeting the ultimate set deliverables "on time". This "Double-edged Sword" - "On Time Delivery" and "Project Cost Adherence" has been the key issue the industry and enterprises have been struggling with for years.

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August 13, 2013

The Proactive Supply Chain

A seamless collaborative planning approach will help create a robust, resilient, and risk mitigating supply chain and improve overall performance.

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March 11, 2013

Freight fright - Why is arranging freight such a fright for most transport managers?

Even though most companies utilize 3PLs to manage incoming and outgoing logistics, a common complaint is the unending issues that crop up after work hours that keep a transportation manager awake all night.

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February 19, 2013

Logistics Claims....can BPO help?

The common refrain when it comes to managing claims due to damage during transit, is that the process is time consuming and returns meager for the effort expended. Here's where BPO could step in and provide support.

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January 10, 2013

Service Control Towers - a pre-requisite for successful global operations? - Part 1

This is the first in a series blogs on the adoption of Control Towers by the Service Industry.   They are part of a white paper that I am writing on Control Towers.

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December 6, 2012

The SCM Ecosystem - Strategies for Successful SCM BPO Operations (Part 3 of 3)

Organizations planning on SCM BPO need to first recognize the fact that unlike traditional BPO, SCM BPO is more about reducing COGs and improving operational efficiencies and NOT about reducing supply chain headcounts.

Continue reading "The SCM Ecosystem - Strategies for Successful SCM BPO Operations (Part 3 of 3)" »

November 16, 2012

The SCM Ecosystem - BPO Service Offerings (Part 2 of 3)

A key to identifying SCM BPO processes is to understand that SCM BPO will be a specialized BPO vis-à-vis traditional BPO in terms of its value proposition, commercial models,  enabling technologies and skill sets required.

Continue reading "The SCM Ecosystem - BPO Service Offerings (Part 2 of 3)" »

November 2, 2012

The SCM Ecosystem - the Service Providers (Part 1 of 3)

Outsourcing of production and logistics has become a firmly established model for growth and cost competitiveness in the global markets of today. Can outsourcing of SCM processes be far behind?

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October 11, 2012

Customer Loyalty Management...in the Digital Age

The growth of showrooming...the practice of customers visiting brick-and-mortar stores to "experience" a product but ultimately purchasing it online in e-stores causes considerable pressure on brick- and-mortar stores.

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September 21, 2012

Cash: Avenues to unlock it in a recessionary environment (part 1 of 2)

In a depressed fiscal environment, cash tends to be an elusive commodity. An exercise in inventory optimization will not only help unlock much needed cash but also improve delivery rates and ultimately customer satisfaction.

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August 31, 2012

Glocalizing BPO Services, the manufacturing way

Will we see the possibility of BPO vendors moving towards glocal markets where individualized services are delivered from glocal hubs focusing more on intellectual arbitrage and less on cost arbitrage? Or will it be a combination of the traditional and glocal models which vendors will now have to offer clients to match their operating models?

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March 3, 2011

Where for are thou Supplier Recovery?


I just got off the phone with Allison Griffiths who organizes and manages the Warranty Chain Management (WCM) conference which will take place in two weeks outside San Diego. I asked her during our chat what tracks at the conference this year address Supplier Recovery. We've seen some activity on this lately and wanted to make sure that I found out what was the latest in process and technology in this critical area. The answer to my question is just one track which will be presented by Volvo. Pretty thin if you are looking for the latest and greatest. No vendors with exciting tools for this challenging area and no industry 'gurus' pontificating on how to improve performance.

So why is that? 

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