How to Lead an Outsourcing Project

On October 20, 2011, in Outsourcing, by Business Development Group

On the onset, managing a team, as well as the overall outsourcing project, is a complex task requiring strong leadership skills and is one of the most important roles outsourcing professionals play.The major attribute in successful and effective team of an outsourcing project is in its leadership. On the onset, managing a team, as well as the overall outsourcing project, is a complex task requiring strong leadership skills and is one of the most important roles outsourcing professionals play.

Characteristics common to these professionals are:

Ability to embrace and champion change.

Outsourcing is, first and foremost, a tool for organizational change. Outsourcing professionals leading these efforts must not only be able to embrace the changes that outsourcing entails, but be able to champion them across the organization.

Read related article:Outsourcing Services Effectively

Earned credibility across the organization.

To be an effective change agent, the individual must have a high degree of credibility across the organization; credibility that typically has been earned through a proven track record of contribution to the organization and its success.

Read related article:Improving the Service Level in your Call Center

Manage, not to do.

Engaging the marketplace in a way that is overly proscriptive detracts from creativity and the ultimate value of outsourcing. The provider must be reasonably free to control how the work gets done while the client organization focuses on defining and leveraging results.

Read related article:Outsourcing Customer Engagement – Giving your Customers More!

Ability to build trust.

Consistency, fairness, objectivity, principle-based decision making, open communications, and a demonstrated desire for both organizations to succeed are important characteristics. If present, the relationship between the organization will be well grounded and poised for success; if not both trust and, ultimately, results suffer.

Read related article:Outsourcing Trend: Customer Satisfaction to Customer Loyalty

Communication.

Required throughout the process both externally and internally. It includes all media: written, verbal, small and large groups, traditional and electronic forms. Most of all listening intensely can minimize the lingering effect of poor decision making by best incorporating all insights.

Read related article:Call Center as a Marketing Channel

Negotiation.

Is not just a matter of getting the beast deal, its more on maximizing the value of relationship for the client organization while at the same time, meeting the needs of the provider.

Read related article:Outsourcing Legal Services

Foresight.

A consistent approach in evaluating each decision as to its future implications is needed, as well as an ability in communicating these considerations throughout the organization and, of course, to the service provider.

Read related article:What is Legal Outsourcing?

Project and team management skills.

Leaders of an outsourcing team are, by the very nature of the work, operating in a team environment. Many individuals representing different disciplines and functions are involved on the customer side. Just as importantly, the provider’s representative are operating as a team. The leader must be able to effectively bring both of these groups together, keep them focused, recognize and reward each individual’s contributions, and balance everyone’s interest.

Read related article:Outsourcing Services Effectively

Marketing skills.

The ability to use communications, negotiations, and many of the skills just discussed to support, gain commitment, and action from others is the essence of marketing. The leader of an outsourcing team constantly markets the value of the project within the organization, ensuring that interests are understood and met , dealing with exceptions, and overcoming resistance.

Read related article:Cost Benefits – Why Lawyers Should Consider Outsourcing

Process expertise.

The outsourcing professional must have an understanding of the processes being evaluated for outsourcing. Expertise on the process, with the analysis enables the leader to understand the concerns being faced, the value of what’s being accomplished, and the ways that results are achieved.

Meet Outsourcing Casey!

Meet outsourcing Casey!

1 Response » to “How to Lead an Outsourcing Project”

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