Wednesday, May 02, 2012
When choosing a business process outsourcing solution and beginning a new relationship with an outsourcing service provider, there are many things for a company to take into consideration.
First and foremost is the Service Level Agreement (SLA). The Service Level Agreement will include everything discussed leading up to the implementation of the service, and will also establish the guidelines and expectations for the entire working relationship. Having tightly managed lead-in discussions about the level of service needed and capabilities available will allow easier drafting of the SLA and a higher success rate for the service over the long term.
Once the SLA is in place, there are a few key things that both parties can do throughout the life of the relationship to ensure that the communication is successful and the service arrangement is profitable. One is maintaining the relationship between key management personnel. Having good one to one communication between key management contacts and building that relationship through regular interaction and professional networking will more likely result in a longer term contract and greater overall satisfaction with the service. Additionally, periodic review meetings in which both parties discuss the service level being provided and any new issues, changes or enhancements with the service will also make the business relationship more successful and profitable.