Farrell Hough is the Managing Principal of Outsights, Inc. Farrell has more than 10 years of professional experience in strategic consultation and support of service delivery practices for leading global corporations as well as small start-up organizations. Her expertise includes advanced systems design, organizational leadership and development, and the execution of complex programs.

She is responsible for the implementation of Outsights' operational framework which enable organizations to derive new capabilities from service delivery. Based on the principles of continuous improvement and systems thinking, this framework forms the foundation of successful Knowledge Centered Support (KCS). The models for this framework originated through work with Dr. W. Edwards Deming, the father of Quality, and Douglas Englebart, inventor of the mouse and designer of Communities of Improvement. Farrell originally applied these principles at Sprint, where she managed the implementation of a Knowledge Management program for a first-to-market product and showed ROI in 90 days. She then joined the Outsights team to expand her expertise and build an operational framework for the Betty model, designed by Outsights in conjunction with a program team at the Consortium for Service Innovation. This model has since been named the "Adaptive Organization" by Consortium for Service Innovation. Outsights' operational model for Betty is called the Integrated Solution Network (ISN).

Through Outsights, Farrell has led an experienced group of strategic consultants in implementing several dozen KCS environments over the past 15 years. For the past 5 years, the models have evolved through up-to-date practices and are operationalized in the ISN frameworks currently delivered by Outsights. ISN frameworks are based on increasing returns, through optimized resource management, interaction management, performance management and knowledge/content management.

Outsights' customers implement models for sustained expert capabilities and are referenceable on request.