Monday, May 07, 2012
There are a few key things that will make a business process outsourcing transition successful. That includes documenting processes, developing transition metrics, monitoring of service provider staffing and turnover, and preparing for the unexpected.
Firstly, companies should establish a process for document processes. If a standard process for documenting the relationship and metrics is not available, both parties should tightly manage this during the transition phase. Developing transition metrics is also important to a successful transition, and will clearly outline the expectations of both parties. Additionally, companies should work to maintain a good relationship with their provider, so setting intervals to report staff turnover and changes is critical. Lastly, both parties should prepare for the unexpected. For the outsourcer, this may mean planning extra budgeting dollars for unexpected costs. For the outsourcing provider, this may include planning for unexpected systems or staffing integrations.
In today's competitive environment, where outsourcers have many providers to choose from, ensuring that the outsourcing transition is done effectively and building strong working relationships during the transition period will likely lead to a successful business relationship and a high probability of contract renewal.