Aug 30, 2022, by John Willmott
The pandemic stress-tested many supply chains beyond previous expectations, identifying and magnifying any process shortfalls. The current economic downturn and additional disruption of supply chains by geopolitical factors have further exacerbated the difficulties enterprises face in their day-to-day supply chain management.
Accordingly, enterprises are typically seeking increase[...]
Feb 20, 2020, by John Willmott
Read Part 1 here.
Q&A Part 2
JW: What are the main supply chain flows that supply chain executives should look to address?
JJ: Traditionally, there are three main supply chain flows that benefit from automation:
Physical flow (flow of goods from, e.g., from a DC to a retailer, the most visible and tangible flow) – some more obvious than others, such as parcel[...]
Feb 18, 2020, by John Willmott
Introduction
Supply chain management is an area currently facing considerable pressure and is a key target for transformation. NelsonHall research shows that less than a third of supply chain executives in major enterprises are highly satisfied with, for example, their demand forecasting accuracy and their logistics planning and optimization, and that the majority perceive there t[...]
Aug 14, 2018, by John Willmott
SCM is one of Genpact’s “invest-to-grow” service lines, where the company is looking to make disproportionate investments and scale up the business: in this case, to become one of the top two global supply chain transformation services vendors. In its “invest-to-grow” businesses, Genpact is looking to achieve at least twice the level of revenue growth ac[...]
Nov 09, 2016, by John Willmott
As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we would shar[...]
Nov 03, 2016, by John Willmott
As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]
Oct 28, 2016, by John Willmott
As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]
Nov 24, 2015, by John Willmott
NelsonHall recently attended the Hewlett Packard Enterprise (HPE) “Empowering the Customer to Win in the Digital Age” event hosted by HPE BPS. The theme was strongly around digital and empowering organizations to own the (increasingly digital) interface between customers, suppliers, and employees. In support of this theme HPE is investing heavily in automation, both in its own platform[...]
Apr 08, 2015, by John Willmott
BPO contract TCV in Q1 2015 continued the improvement in contract activity seen in Q4 2014, with BPO TCV picking up and gaining momentum over the past two quarters following relatively low levels of BPO TCV awarded in Q2 and Q3 2014.
In particular, Q4 2014 showed a 6% improvement in BPO TCV year-on-year, with BPO accounting for 31% of total outsourcing TCV. Q1 2015 BPO TCV performance then impr[...]
Apr 08, 2015, by John Willmott
NelsonHall’s Business Process Services (BPS) Confidence Index is a quarterly index of confidence to monitor changes in industry confidence in the global business process services market.
The objectives of the quarterly “BPS Confidence Index” are to identify:
Whether the demand for business process services has strengthened or softened in the past quarter
Expectations o[...]
Nov 13, 2014, by John Willmott
This is the final in a series of short blogs that look at various disruptive forces and their impact on BPO. The impact of all these disruptive factors is that BPO is now changing into something that the client has always wanted namely “High Velocity BPO”.
In its early days, BPO was a linear and lengthy process with knowledge transfer followed by labor arbitrage, followed by process[...]
Nov 11, 2014, by John Willmott
BPO has always depended on partnerships with third-party software providers to provide supplementary platforms around client core systems to provide specialist functionality in areas like procurement, collections, & reconciliation handling. However, there is a danger that this can lead to a Heath Robinson (or Rube Goldberg) combination of applications, involving expensive software or SaaS[...]
Nov 10, 2014, by John Willmott
There has always been a big divide between those suppliers that are comfortable handling voice and those suppliers that were comfortable handling data with very few comfortable with both.
However, the impact of digital is such that it increases the need for voice and data convergence. A common misconception in customer service is that the number of transactions is going down. It isn’t, it[...]
Nov 09, 2014, by John Willmott
There’s another disruptive force in BPO that no-one likes to talk about. It’s called labor arbitrage. Everyone is keeping a bit quiet about this one. It’s nothing like as sexy as robotics, or analytics, or SMAC, but it’s also a disruptive force.
One side of labor arbitrage within labor arbitrage is relatively defensive, but in spite of automation and robotics, mature &ld[...]
Nov 07, 2014, by John Willmott
Robotics has moved incredibly fast over the past year, but so has analytics. Analytics has been around in support of process improvement initiatives & Lean Six sigma projects for many years. It has also been present in areas like fraud analytics, which means at a personal level that you now have to re-instate your credit card most weeks.
However, analytics is now becoming much more pervasiv[...]
Nov 06, 2014, by John Willmott
This blog is the first of seven in a series looking at six disruptive forces and their implications for BPO. Some of these are widely talked about, others less so. This first blog sets the scene and looks at the impact of robotics. Subsequent blogs will consider the implications of:
Analytics becoming all-pervasive and increasingly predictive
Labor arbitrage is dead – long live l[...]