Friction points in outsourcing exist when client expectations are 1) not aligned with the actual service the provider delivers and 2) not...

For many control freaks out there, including myself, it's not easy to let nature take its course. Rather, they flog dead horses, pull on...

I regularly get the question from colleagues why their emails are not answered and mine are. There is no magic behind this… or maybe just...

BPO and IT outsourcing are complex. Not everything goes according to plan. So when a milestone is reached or another target is met, do...

There are many managers in BPO and IT outsourcing projects. To name a few: client executives, sales directors, delivery managers,...

Don’t worry. Bad news is a fact of life in BPO and IT outsourcing projects. Deal economics may go south, assumptions may prove to be...

Supposedly, Dakota Indians passed on the wisdom from one generation to the next that “when you discover that you are riding a dead horse,...

As contract manager in BPO and IT outsourcing deals you inherit the contract that is drafted by legal counsels and the bid team. In my...

Typical BPO and IT outsourcing projects are highly complex. Clients are demanding. Some clients believe I pay therefore I decide. But...