The basic ingredients of a successful outsource relationship
I have been writing several posts on the impact the current economic situation has on the outsource market, but besides these specific challenges both clients and vendors have to face is there also a generic base with success factors. In my experience these are: the right services/products and quality are delivered. The client company has two basic ways to obtain a service from a vendor: a) hiring somebody with a certain skill set or b) receiving a pre-described functionality (e.g. orders are processed within 1 day after receiving for 99, 5% of the total volume). In both cases is it very important to have a clear understanding what both parties can expect from each other, both in terms of quality and quantity. In many cases are the expectations of the client not translated properly in a contract schedule (e.g. service catalogue, job profiles) resulting in tension between both parties. the right, market conform, fee is charged. The question on what a ’right’ fee is starts with defining ...