‘We have two ears and one mouth so that we can listen twice as much as we speak.’ This is a famous quote by Greek philosopher Epictetus....

IT companies regularly approach me to seek advice on how to expand their business. The simplest guidance might be: become “customer...

Christmas in the Western world is a time of reflection. A lot of people take a rest during the festive season, take a step back and...

1.           Commercial discussions are multilevel 2.           Don’t entertain commercial discussions with your counterpart 3.          ...

How often do we truly take the time to adequately delegate a responsibility? Delegation is a key skill that leaders and managers require...

It’s first and foremost about managing relationships. A contract is not [just – JV] a legal instrument, it’s a description of the...

First, we had burnouts. During Covid, the Great Resignation appeared. Then we saw Quiet Quitting. The most recent trends are “Loud...

The best version of a project plan is the one on the project completion date. The most accurate version of a budget is the one on the...

BPO and IT outsourcing contracts are complex and are typically hundreds of pages long. The business and legal teams from both sides try...

The leaves on the trees are falling over here. For a lot of outsourcing contracts this means COLA clauses will be dusted off shortly....

This is an old business consulting “joke”… and potentially a rusty job interview question. The answer is: one bite at a time. The...

In the hustle and bustle of modern work life, many of us eagerly await Fridays, counting down the days until the weekend arrives, our...

Years ago I came across the below list*. 1. Create an open and honest work environment 2. Trigger people to step out of their...

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...

As argued in a previous post, don’t even try to make 100% correct decisions in a BPO or IT outsourcing context. It’s just not possible,...

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...