PA is interviewed by Professional Outsourcing in an online video.
Asked to comment on the “death of outsourcing,” PA says: “I think the market is changing but I don’t think it’s dying. It’s true that the number of deals has been in steady decline in recent years, but it’s a very mature market – particularly in the US – and you would expect to see some deal decline over time. But if you contrast the US market with the Asian, Middle Eastern and Latin American markets, you actually see quite an increase in the number of deals.”
PA goes on to describe what he calls the “big tilt” in outsourcing: “Up until now, we’ve bought services in silos – whether infrastructure, HR or business support services – but now we’re shifting to vertically integrated services. The challenge is around managing a host of vertically integrated services so they are seamless for the business and the market.”
PA also discusses the “frustration” felt by both the provider and the client organisation in many outsourcing relationships, and outlines the difficulty of finding talented people with the right skill-set – covering commercial acumen as well as deep understanding of both IT delivery and customer service – to manage the relationship so it is beneficial for both parties.
To visit PA's pages on shared services and outsoucing, please click here.
To watch to the interview in full click here.