{"id":1667,"date":"2010-06-03T06:53:00","date_gmt":"2010-06-03T06:53:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/bobby-mghee-060310\/"},"modified":"2010-06-03T06:53:00","modified_gmt":"2010-06-03T06:53:00","slug":"bobby-mghee-060310","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/bobby-mghee-060310\/","title":{"rendered":"Innovation and Bobby McGee: just another word for something left to lose"},"content":{"rendered":"
\"\"<\/p>\n

It can't be… surely not… is that… is that… innovation?<\/p>\n<\/div>\n

We get some great emailed contributions over here, and “Sumitb” (remaining anonymous for fear of a lynching from the marketing police) has a great perspecitve on some of the realities of today.<\/strong><\/p>\n

While I\u00a0agree his\u00a0educated viewpoint represents many of the the realities of today’s innovation “issues”,\u00a0I do\u00a0believe our\u00a0new data<\/a> reflects operational leaderships’ increasing onus on delivering new and creative ways to find value.\u00a0\u00a0The focus on innovation is\u00a0starting\u00a0to shift \u2013 and shift quickly.\u00a0 Anyway, here’s Sumitb’s viewpoint:<\/p>\n

Innovation in BPO is more of a must-have clich\u00e9 that features prominently in corporate presentations and RFP prefaces rather than as a delivered reality which significantly impacts business performance.<\/span><\/strong><\/p>\n

And the reason for this is easy to figure, but hard to fathom:<\/p>\n

Neither the Client nor the Service Provider really<\/em> wants it! <\/strong><\/p>\n

From a client perspective Innovation is fine providing:<\/p>\n

a. It\u2019s the Service Provider\u2019s dime and time<\/p>\n

AND<\/p>\n

\u00a0b. it delivers the gain without any major internal pain in terms of change management<\/p>\n

From a Service Provider perspective, \u00a0to paraphrase \u2018Me and Bobby McGee\u2019:<\/p>\n

\n

\u2018Innovation\u2019s just another word for something<\/em><\/strong> left to lose\u2019 since usually the second or third word after \u2018Innovation\u2019 in a BPO contract is the dreaded word \u2018reduction\u2019<\/p>\n<\/blockquote>\n

Enlightened clients have often asked me why as a BPO Service Provider I would drive Innovation if meant reduction of future revenues. At this point, I usually assume a beatific expression of sublime bliss and reverently chant the mantra: Gain-share\u2026Gain-share<\/p>\n

Unfortunately \u2013 like a lot of mantras \u2013 Gain-share ain\u2019t the cure it\u2019s cracked up to be because:<\/p>\n

a. The Gain is often difficult to identify and measure in terms of realized business value<\/p>\n

OR<\/p>\n

b. The outcome of the Innovation often does not result in a tangible business gain \u2013 a classic example is improvements in C-SAT often do not correlate to Churn\/Conversion\/Wallet-share.<\/p>\n

It is not surprising that Innovation is becoming the major differentiator for the first time<\/em><\/strong> BPO buyer not only because he can select proven BPO innovators but more importantly because he is may be inadequately aware of the real implications of the 3 C\u2019s of Innovation: C<\/strong>ollaboration \u2013 C<\/strong>o-investment \u2013 C<\/strong>hange Management.<\/p>\n

Even today, BPO is perceived as an answer to a problem rather than a solution for a business objective \u2013i.e. reactive and tactical rather than proactive and strategic.\u00a0 Consequently, the selected Service Provider is perceived as a provider of services rather than a co-owner of defined business objectives.<\/p>\n

It is this set of initial perceptions that shape the structure and remit of the engagement governance as well as tone and tenor of the relationship between the Client and the Service Provider. Consequently the subsequent value delivery \u2013 or the lack of it \u2013 in terms of measureable business impact and results is almost a self-fulfilling prophecy.<\/p>\n

\u00a0Bottom line is Innovation is like the Tango \u2013 it takes Two.<\/p>\n","protected":false},"excerpt":{"rendered":"

It can't be… surely not… is that… is that… innovation? We get some great emailed contributions over here, and “Sumitb”…<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[48,88,832],"tags":[],"organization":[],"ppma_author":[19],"class_list":["post-1667","post","type-post","status-publish","format-standard","hentry","category-business-process-outsourcing-bpo","category-outsourcing-heros","category-sourcing-best-practises"],"yoast_head":"\nInnovation and Bobby McGee: just another word for something left to lose - Horses for Sources | No Boundaries<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.horsesforsources.com\/bobby-mghee-060310\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Innovation and Bobby McGee: just another word for something left to lose - Horses for Sources | No Boundaries\" \/>\n<meta property=\"og:description\" content=\"It can't be… surely not… is that… is that… innovation? 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