“The important thing about outsourcing or global sourcing is that it becomes a very powerful tool to leverage talent, improve productivity and reduce work cycles.” — Azim Premji
Achieving success with outsourcing however, greatly depends on a cordial client/provider relationship. For this to be achieved it’s important to adhere to the following principles:
Trust: The outsourcing company and client must be transparent with each other at all times; all processes should be open and accessible. This will naturally build confidence and trust. Successful outsourcing can only be achieved when there is joint effort; teamwork. There should be a balance of power as both parties have to work collaboratively to achieve desired results.
Communication: Create room for everyone to air their opinions/ideas without bias or fear of judgement. Inform each other of developments, good or bad. There should be open and honest communication at all levels. Good communication ensures that everyone is on the same page, goals are achieved and there are no hidden surprises. The client should endeavour to be available for the outsourcing provider throughout the course of the project and vice versa.
Goals and Achievements: The outsourcing provider and client need to establish realistic goals together in order to determine the achievements they are working towards. That way, everyone is on the same page and plans and strategies are aligned. The goals and objectives of the projects must be quantifiable and established. Be upfront and clear about your expectations.
Review and Analytics: It is advised to have access to analytics and frequent formal review meetings. At these meetings, both parties get to bring each other up to speed on achievements/obstacles, reviews and deliverables. Waiting till the end of the job before checking for progress is the best way to set your organisation up for failure. The provider should check with the client to see if the procedures/processes are in line with what he desires. The client should also make sure to receive updates at each stage, not only to be conversant with the job but to also know everything possible about it. This will help to mitigate and manage risks.
At the end of the day, the success of an outsourcing project though determined by the client, impacts on both the client and the outsourcingprovider. Successful outsourcing is beneficial to both parties.