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As New Collaborative Models Abound… What Does IAOP Mean to Its Members?

By: Sandy Frinton, Editor, PULSE Magazine

The industry you work in has grown up and the players in it have evolved. While once solely defined as “outsourcing,” the world you live in every day is now dominated by new collaborative service delivery models – from automation and digital transformation to global business services and shared services.

The lines have certainly blurred between outsourcing and today’s customer-provider relationships. As Jim Bradley, Senior Vice President and GM, Global Business Services, Kelly Services, says, “It’s hard to see where outsourcing starts and ends. There’s so much integration between the organizations.”

David J. Brown, Global Lead, Shared Services and Outsourcing Advisory, KPMG, points out the focus is on service delivery models of all kinds. “It isn’t just outsourcing and hasn’t been for several years,” says Brown, a 2019 inductee into the IAOP Leadership Hall of Fame.

Now and into the future, strong partnerships with reliable service providers will become all the more essential. Service delivery models will continue to undergo dramatic changes with multiple providers becoming true strategic partners to their customers.

“It continues to be more about partnerships and the provider being an extension of the client’s organization and culture, not a vendor,” says Scott Nelson, President, Occupier Services and Corporate Solutions – Americas, Colliers International.

The supplier ecosystem also has become much larger and more diverse. Chip Wagner, President, Global Business and Emerging Services, of ISG, notes: “You have to play well in the sandbox with others. On one day you can be fierce competitors for the deal and the next day collaborative partners to work together on the supply chain. It’s the world of competition or frenemies.”

Another interesting, though perhaps strange, trend is the need for suppliers to cannibalize their own revenue stream in order to deliver digital labor to their clients, which has resulted in outsourcing contracts being rewritten, FTEs being reduced and substantial automation being brought in to lower costs.

“Those who can change and that don’t have predetermined solutions with clients are the winners,” says Wagner. “It’s all about forming the right partnerships and relationships with the software, hardware and cloud providers, being nimble and agile, listening well, and responding with a compelling well-designed solution for a client.”

Where does IAOP fit into this new order? Since its founding in 2005, IAOP has always represented its members’ professional needs and continues to today. At the core of the association is its ability to bring together this diverse, highly collaborative and passionate group of individuals and organizations from the provider, advisor and buy-side community and provide the tools, resources and connections they need to succeed.

“Pay no matter to the nomenclature,” says IAOP CEO Debi Hamill. “What you call the model doesn’t matter. Relationships and collaboration do. Business transformation is the end-goal we all share in common. IAOP will help you achieve that.”

IAOP is the association that helps its members harness collaborative relationships to transform their businesses. As we move into an exciting new future, PULSE asked its strategic advisory board members to define the value they get from being part of IAOP.

David J. Brown

Global Lead, Shared Services and Outsourcing Advisory, KPMG

Whether your focus is on cost, innovation, talent, and/or governance – as you lead enterprise change, broker deals, or provide services – the age-old story of mismatched strategic intentions putting buyers and providers at odds with each other continues to be told. The ubiquity of digital interventions and the opportunities they offer only add more complexity to our rapidly evolving landscape. IAOP is an association of like-minded individuals seeking to collaborate on issues and impacts related to service delivery. Through its multiple forums – including regional and national events, webcasts, and ongoing education – IAOP delivers an objective platform that helps buyers, providers, and advisors harmonize their transformational goals for all parties’ advantage. As the sourcing landscape continues to evolve, adding specialized professional certification programs that address new skills such as automation might offer additional value for the membership.

Jim Bradley

Senior Vice President and GM, Global Business Services, Kelly Services

IAOP’s value proposition is collaboration. At the OWS, people get in the same room and collaborate on ideas. IAOP provides a platform and forum for ideas to cultivate and that’s how innovation takes off and gets other people interested. A theme that always continues is talent – or the people who do the outsourcing for you. Through automation, new jobs are created and components are needed to manage the outsourcing solution. Automation is a core component that will continue to evolve and change every Fortune 500 company’s operating models. While automation is a key, you’ll still need contingent labor, independent contractors and service providers. In a perfect world, my end users don’t know if it’s a person doing the work or a robot or new automation technology. We still have to provide service efficiently, on time and with the right quality matrix.

Scott Nelson

President, Occupier Services and Corporate Solutions – Americas, Colliers International

Whether your focus is on cost, innovation, talent, and/or governance – as you lead enterprise change, broker deals, or provide services – the age-old story of mismatched strategic intentions putting buyers and providers at odds with each other continues to be told. The ubiquity of digital interventions and the opportunities they offer only add more complexity to our rapidly evolving landscape. IAOP is an association of like-minded individuals seeking to collaborate on issues and impacts related to service delivery. Through its multiple forums – including regional and national events, webcasts, and ongoing education – IAOP delivers an objective platform that helps buyers, providers, and advisors harmonize their transformational goals for all parties’ advantage. As the sourcing landscape continues to evolve, adding specialized professional certification programs that address new skills such as automation might offer additional value for the membership.

Chip Wagner

President, Global Business and Emerging Services, ISG

Collaboration is more important than ever before because people are not looking at outsourcing as the outcome. They are looking at digital transformation as the outcome. Years ago, customers said their objective was to outsource when really their objective was to reduce costs and increase simplicity. The objective now is to digitally transform their business. IAOP could become the place where people come to figure out how to do their digital transformations more effectively.

What does IAOP mean to you? Email us at pulse@iaop.org to share your comments in a future issue.

About the Author: Sandy Frinton is the Editor-in-Chief of PULSE Magazine.



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