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This week, we have been attending the Shared Services and Outsourcing Week in Orlando, Florida to discuss the question of how to drive value in outsourcing relationships, a topic that we find interesting and that means different things to different people.

Of course, there are the typical answers about how to drive value in outsourcing—lowering cost, improving process efficiency, and allowing key resources the ability to focus on high value issues instead of repeatable functions. Yet, there is a component of value that commonly is overlooked but that often is the reason that outsourcing relationships fail: transaction costs.

A deal could be delivering all of the benefits listed above, but if the transaction costs of the relationship are too high, neither party will realize the benefits. In fact, if transaction costs exceed other benefits, it is common to see a deal enter a “death spiral” that can result in disputes, failed service levels, termination, or worse.

Morgan Lewis partner Ed Hansen will speak in a panel discussion at the upcoming Shared Services and Outsourcing Week (SSOW). The event, hosted by the Shared Services and Outsourcing Network (SSON), takes place March 6–9, 2017 at the Loews Royal Pacific in Orlando, Florida.

Ed will participate in the panel “Driving Value and Innovation with Your BPO Provider,” which will include discussions on the following topics:

  • Communicating business plans with your BPO provider to ensure alignment and define vision
  • Improving the working relationship with your BPO provider to mitigate attrition problems
  • Establishing areas for improvement and innovation with your BPO provider
  • Creating clear steps toward value to ensure that value promised equals value delivered

The SSOW agenda features many other speakers and events, with a focus on these five key themes:

  • Implementing robotics into shared service centers to automate transactional processes, increase productivity, and eliminate errors
  • Driving strategic value through data analytics to support decisionmaking
  • Adapting operating models for value-added activities
  • Adapting shared services to the future workforce to account for automation, digitization, and the four-generation workplace
  • Transforming leadership for next-generation shared services, and inspiring change through leadership

Morgan Lewis partner Ed Hansen will present at the Orlando Robotic Process Automation (RPA) Congress in Orlando, Florida on January 24 and 25. The RPA Congress will dive into RPA's transformational impact as a digital tool for back-office processing. Ed will speak on RPA-related topics in front of numerous business service and operational leaders—including global heads; VPs; directors of shared services, human resources, and finance operations; and other leaders in this area.

For more information or to register, visit the RPA Congress website or email