The Outsourcing Report: What's New & Where to Go?
BPO vs Captive Performance Metrics
The current permanent crisis environment in an already “VUCA” world justifies taking a new look at the future GBS delivery model.
SSON Research & Analytics recently ran a survey to understand outsourcing's role in supporting current service delivery objectives - what is new? Through the research, the GBS model comes under review in its totality, but also in terms of its dimensions and components. The approach for this review is risk driven: how can we eliminate risk, mitigate risk, or at a minimum guarantee resilient operations utilizing agility to respond to external and internal "earthquakes"?
During this webinar, we review:
- The GBS model through a sourcing lens, adding maturity, automation, and best practices to the mix
- BPO past performance / benefits compared to what is expected today
- How sourcing objectives and criteria determine the sourcing approach
- How to select the right provider / partner
- Automation as a special driver in outsourcing decision-making
- Key recommendations in terms of where to focus in 2023
Speakers:
Tom Bangemann
Data Development & Research Advisor
SSON Research & Analytics
Tom Bangemann has decades of experience in services delivery models, specifically with GBS, benchmarking, and KPI models, and today advises SSON Research & Analytics’ Data Development & Research. In his role, he advises on the strategic direction of SSON R&A's surveys, analyses, and reports, and assists with the interpretation of data for SSON R&A subscribers, providing unmatched insights to the international shared services and GBS community.
Tom previously worked for The Hackett Group for 19 years. He is a senior advisor with profound experience in delivery, sales, business development and international consulting and was named “HR Superstar” by HRO Magazine 5 times between 2005-2019. He acts as a mentor and SSON R&A Advisor to industry executives, and has mentored up to the level of CHRO of a US$ 1bn listed company.
Naomi Secor
Global Managing Director
SSON Research & Analytics
In 2005, I began my career with SSON in New York City. There I produced and ran SSON’s US. events portfolio until 2008 at which time I expanded my role to SSON’s Global Events Producer. As global leader of SSON, I am responsible for the strategic direction and continuous growth of all SSON customer channels. That includes SSON Events, Digital, Research & Analytics & Global Business Services Training & Certification. It is my priority to ensure that SSON lives up to its global mission statement and commitment to its customers. This is accomplished through best practice content, newest data insights, unparalleled networking and learning opportunities.
Barbara Hodge
Global Editor and Industry Analyst
SSON Research & Analytics
Barbara Hodge is Principal Analyst and Global Digital Content Editor at the Shared Services & Outsourcing Network (SSON), the largest and most respected forum for executives responsible for delivering optimized business services. Barbara is responsible for SSON's global digital content – including specialist reports – which cements SSON's position as the most trusted resource for practitioners from around the world. As the voice of SSON, she ensures the content reflects current trends and opportunities to help SSO leaders continuously drive performance.
