Papers that we have authored include:

• New Sourcing Strategies: The role of outsourcing and homeshoring in contact call centres.
  This paper provides an informed and independent view on the evolution and value of Outsourcing and the Mixed Sourcing Model in contact centre operations, particularly in light of the current, urgent need to reduce costs and the rapidly changing consumer demands. It further highlights many of the current Contact Centre trends and issues, both strategic and operational, and focuses on the use of Alternative Service Delivery Models (ASDM’s) such as outsourcing and home-shoring in meeting these challenges.
  Nick Andrews
  

• Necessity, Invention and Gov 2.0
  The public sector is under pressure as never before. How can government react to these pressures and what will the government of the future look like? In this paper we argue that seeking to design the government of the future in any detail is futile. Instead, government needs to understand trends and adopt new behaviours/operational modes that can capitalise on them; which in turn can help to identify possible characterics of the government of the future.
  Jim Scopes
  
  
• Public Service Transformation and Reform:
  The performance gap between private and public service provision is widening. This paper argues that alternative service delivery models (ASDMs, a mix of public private and third sector provision) are inevitable as a prerequisite for transformation; only the quantity and pace of change is unknown. We examine ways of accelerating that process so that the significant benefits expected can be delivered more quickly.
  Nick Andrews, Jim Scopes & John Yard
  
  
• From Strategy to Value: Why smart buyers should abandon the traditional approach to sourcing:
  A new picture is emerging as organisations are becoming increasingly sophisticated in their sourcing approach and more confident of their ability to manage a multi-faceted sourcing delivery model. At the same time, the traditional sourcing advisor role will continue to evolve towards expert only high-level coaching and enabling.
  Chris Main
  
  
• Creating sustainable change in back office transformation:
  The success of sourcing initiatives depends upon sufficient value being created to support a compelling business case. If the chosen solution is outsourcing then the value delivered needs to satisfy a business case on both sides. Creation of sufficient value is only likely to take place if the function can be ‘transformed’. This will typically involve significant changes to the operating model, the services delivered and the processes and technology that support them. This paper looks at the key to creating new value in back office transformation.
  Chris Main
  
  
• 'Legislating for Success'©
  Throughout the engagement phase and especially during contract negotiation, it is vital to focus on the activities that will maximise the chances of success from the outsourcing relationship.And then find ways of measuring and monitoring them. This paper looks at this philosophy in greater detail.
  Nick Andrews

• Is procurement BPO right for your organization?:
  Embarking on a Procurement BPO evaluation can be a challenging time for any organisation. This paper looks at the reasons to proceed with caution and provides insight into the best way to evaluate the procurement BPO market.
  William Schmidt

We have also put together the following checklists to assist you:

• Are you really ready to share? The six simple rules to success
  Across the  UK, shared services are delivering impressive results, with improvements in performance and significant cost savings. But it can be tough to get a shared service up and running and even harder to keep it going. This document includes six simple rules to a successful shared services partnership. 
  Eric Bohl