Not maintaining strong relationships throughout the
lifetime of an
outsourcing project
is a key reason why such contracts fail, according to
research.
A joint survey carried out by international
law firm Bird & Bird and
sourcing consultancy Quantum Plus questioned outsourcing
customers in detail about how success can be achieved.
Continuity of personnel, strong governance and alignment of
expectations are key hallmarks of success.
Bird & Bird partner and head of the firm's IT group Roger
Bickerstaff said, “Outsourcing arrangements that are launched with
fanfares of publicity often flounder once the initial glamour of
the contract award has worn off, and the hard grind of operational
reality has taken hold.”
He said firms said the crucial period came between two and four
years into a deal.
Bickerstaff said problems occur “when relationships are not
consistent, when, in particular, the senior people initially
involved lose sight of the key objectives of their
outsourcing."
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Bird & Bird >>
Quantum Plus
>>
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