How do you find the right outsourcing partner and what tasks should you take on?
Whether it’s pure service center outsourcing or awarding to a digital service provider, the challenge remains. Highly dynamic technical developments, rising wages, tempting relocation abroad. At the same time, expectations of transparency, sustainability and strategic partnerships are growing. Without putting customer satisfaction at risk.
Define Clear Requirements, and Expectations
Prepare a comprehensive requirements specification that details the tender’s content and scope
Avoid the
“Coffee and Cookie” Trap
While a well-organised on-site meeting can be impressive, keep your focus on the essentials
Establish Clear Roles and Communication Channels
Assign a responsible person from the outset and define transparent communication and escalation channels
Retain Responsibility
Align your service department to actively manage the partnership – this is a responsibility you cannot outsource
Define Clear Requirements, and Expectations
Prepare a comprehensive requirements specification that details the tender’s content and scope
Avoid the “Coffee and Cookie” Trap
While a well-organised on-site meeting can be impressive, keep your focus on the essentials
Establish Clear Roles and Communication Channels
Assign a responsible person from the outset and define transparent communication and escalation channels
Retain Responsibility
Align your service department to actively manage
the partnership – this is a responsibility you cannot outsource
In this fundamental phase, we jointly question the goals and requirements for outsourcing. Is the organization truly ready to hand over processes to outsourcing? Are the interfaces between the service provider and the departments also defined in terms of processes? Are the questions and consequences of relocating abroad clear
and well thought out?
The more clarity there is in the tender itself, the better the quality of the offers. Comparability must be ensured.
The provider must know exactly what is expected: content, volume and timing, management requirements, as well as the level of digitization. A decision-making basis thatis audit-proof and based on objective evaluation.
Contents and framework conditions as part of the tender shorten negotiations. Proven contract templates provide security in the event of underperformance or other annoying but avoidable situations. Final and transparent price definitions based on actual operational information ensure cost efficiency. Contractual mechanisms ensure the quality of services. A clear representative model as the key to daily collaboration.
Tested implementation plans in the proposal phase accelerate the final rollout. Migration planning from in-house to outsourcing or between two service providers requires experience and sensitivity. A vigilant eye throughout the process builds trust, ensures implementation, and avoids annoying rework. Intensive support in this phase prevents a short-term drop in customer satisfaction.
