rules of the road should be followed
Outsourcing is only as successful as you plan, manage and direct the
relationship. The rules of the road that should be followed are:
* Make sure your enterprise management initiatives include all the
data and information related to outsourced processes and that they are
tracked throughout the lifecycle of the relationship.
* Duplicate functions typically exist in organizations likely
which create redundancies and increasing costs - root out these teams
and right-size your organization before you start the relationship.
* The managers who ran the function that has been outsourced
usually do not make the most individuals to manage the ongoing
relationship.
* Your outsourcing management team size should ebb and flow as
needs change throughout the transition and ongoing, or steady-state,
phase - make sure your team flexes and contracts accordingly.
* Ensure you and your outsource providers have aligned goals or
risk failure to deliver on the "intent" of the deal - metrics and
service level agreements are a must
* Even after the relationship has been in place for a while with
your outsource provider, it is never too late to establish best
practice.
* Focus on the "what" and not the "how" of the relationship - the
reason that the outsourcing relationship was implemented was to do
things differently.
* Track and measure internal client satisfaction - keeping an open
dialogue and obtaining regular feedback from internal clients is the
key to managing expectations.
* Manage your organization's level of trust toward its outsource
provider - do whatever necessary to maintain or regain trust to avoid
diminishing value.