Even highly successful outsourcing relationships encounter hurdles. Despite their best efforts in planning, due diligence, contract negotiation, and other pre-signing activities, buyers of outsourced services can experience situations that fall short of their hopes and fail to fulfill their expectations. While these disappointments may not cause an already-successful relationship to fail, they can lead to frustration, reduced confidence, and sometimes to costly renegotiations.
The Outsourcing Center studied the findings around relationship disappointments among the buyers in the relationships nominated for the 2009 Outsourcing Excellence Awards. The study asked buyers about their "biggest disappointment" in the relationship. Though many buyers stated they had no disappointments or only small disappointments from time to time, 36 referred to factors that did, or could, lead to significant issues for both parties.
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