SourcingMag.com recently ran an article on getting the service levels you expect with outsourcing that resulted from a Gartner interview and contained some good tips that are worth repeating.
- Define Realistic Expectations
If you’re an efficient organization, don’t expect 30% savings from outsourcing. It’s going to take time for them to learn your business, and even when they do, the economy of scale they offer will only go so far.
- Realign Expectations Annually
Demands change. Markets change. You need to make sure your expectations change accordingly.
- Define the right measurements and metrics.
Make sure they measure against your goals.
- Make sure you have a consensus opinion from senior management.
This insures you define appropriate goals and relevant measures.
Make sure everyone understands where service is going to be increased, decreased, and what they need to do to support the transition.
- Outsourcing is not a solution.
If you have a problem, you have to solve it before you can outsource it … otherwise, you’re outsourcing a failure waiting to happen.
- Build in Flexibility.
Long(er) term agreements need to be structured to anticipate the change that’s inevitable in business and technology.
- Relationship Management, and Respect, is Critical.
You can’t just hand the process off and expect a miracle.