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Walker aims at BPP market

Walker aims at BPP market

UCMS has announced the appointment of a managing director for its new consulting division.

Claude Walker, who was previously a consultant to the company during its partnership negotiations with Capita Consulting, will now be responsible for taking UCMS Consulting into the business process partnering (BPP) market.

He will also ensure the consulting division acts to drive business toward the core UCMS contact centre business.

"We want to remove ourselves from a market which has been typified as a commodity and move to one of value-add," Walker said.

"We will leverage the intellectual property we gained through our partnership with Capita as an adjunct to our current business."

Expanding the company's relationships with technology and business partners would also be a feature of the new role, he said.

"If you look at Capita, all of its longstanding relationships are around people, processes and technology," Walker said.

"We would like to model that here."

UCMS was also keen to avoid the stigma around outsourcing, Walker said. BPP was more than a semantic re-jigging of business process outsourcing (BPO), he said.

"Outsourcing does not typify partnership - which talks about longer term relationships, doing more for less, profit sharing and a code of conduct," Walker said.

"Outsourcing also operates functions in silos rather than across an organisation."

In the nine months since the division's creation, UCMS had worked to define new opportunities for BPP across the whole market, he said.

It had highlighted the financial and insurance verticals as well as opportunities in Federal Government and Victorian councils.


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