Arvato UK Report: Empowered people are the key to outsourcing success
Arvato UK has published the third edition of its award-winning Open Outsourcing report series, titled ‘Empowering People’. As outsourcing evolves to deliver against more complex objectives, including growth, innovation and transformation, partnerships must focus on empowering people in order to succeed, according to the report.
While employees are clearly in the focus at the beginning of an outsourcing partnership and during the transition, the report stresses that people play a key role at every step of the outsourcing lifecycle. A partnership can only drive flexibility if in-house and outsourced teams operate seamlessly; growth needs to be supported by people with the right skills and mind-set; and real innovation will only happen if employees are empowered to share and implement their ideas.
‘Open Outsourcing – Empowering People’ features insights from some of Arvato’s client partnerships in the public and private sectors, including Zara.com, East Cheshire NHS Trust, Chesterfield Borough Council and the Central Government of the Netherlands. Leading human resources academics and industry experts provide additional commentary.
arvato's report follows recent research from the UK’s National Outsourcing Association (NOA), which found that 65% of outsourcing clients believe that the quality of the people is the most important factor influencing outsourcing service quality, and 63% say that people are key to making outsourcing partnerships a success overall.
“Outsourcing is a services industry and a ‘people’ business, so it seemed liked a natural topic for our third Open Outsourcing report. We wanted to take on the perspective of those who make it happen,” says Debra Maxwell, Managing Director, Arvato UK. “It’s not just about what KPIs are agreed, which systems and processes are put in place or why a partnership was set up in the first place; ultimately, it’s the people who deliver the results and make the relationship work.”
‘Open Outsourcing: Empowering People’ is available to download from http://www.arvato.co.uk/open-outsourcing alongside additional exclusive interviews and infographics.
In 2013, Open Outsourcing won an award for ‘Best Contribution to the Reputation of Outsourcing’ by the NOA. The judges commended Arvato for taking an innovative approach to exploring some of the industry’s key themes with the help of clients, industry experts and independent research.
The series of thought leadership papers was launched in 2012 with the first edition covering the topic of ‘Effective Engagement’ between outsourcers and their clients. The second edition, released last year, was titled ‘Enabling Growth’ and explored the links between successful outsourcing partnerships and successful business and economic growth.