The Outsourcing Team: Critical Success Factors for Managers

On August 18, 2012, in Outsourcing, by Business Development Group

 

Once the outsourcing program is underway, managers or the management team will be in charge of overseeing and controlling activities involved in the outsourcing program through whatever distance separating the client and theoutsourcing vendor. These activities include: results management, building trust and cooperation, dealing with conflicts, and providing feedback and support.

Once the outsourcing program is underway, managers or the management team will be in charge of overseeing and controlling activities involved in the outsourcing program through whatever distance separating the client and theoutsourcing vendor. These activities include: results management, building trust and cooperation, dealing with conflicts, and providing feedback and support.

Vendor selection, subsequent performance and other vendor-related issues have always been the most discussed and considered one of the most important success factors influencing the outcome of an outsourcing initiative. However, while this remains to be true, there is another factor that is equally, if not more important than vendor-related factors; and that is the management of the entire outsourcing program once the contract is signed.

Once the outsourcing program is underway, managers or the management team will be in charge of overseeing and controlling activities involved in the outsourcing program through whatever distance separating the client and the outsourcing vendor. These activities include: results management, building trust and cooperation, dealing with conflicts, and providing feedback and support.

Building Trust & Collaboration

The importance of building mutual trust in an outsourcing relationship can’t be stressed enough. Managers need to be able to work smoothly and communicate with both in-house and outsourced/external teams to ensure the success of the outsourcing program. By fostering communication, outsourcing managers develop trust and promote collaboration, thereby nurturing high-powered teamwork among in-house and outsourced/external teams.

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Dealing with Conflicts

Disagreements, personality clashes, delays, errors and other conflicts can occur in any working environment and they must be handled smoothly to minimize disruptions in performance and productivity. For managers in an outsourcing program, the smooth and fast resolution of conflicts is even more important as this practically draws the line between a comfortable and profitable outsourcing relationship, and a miserable business association.

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Providing Feedback & Support

This is often an overlooked activity in the outsourcing program. Most of the time, only the occurrence of errors are given attention and feedback; achievements are almost never recognized. In outsourcing management, this is a tool that can be used to drive performance in that the process of giving and receiving feedback can become an avenue for learning new and more effective skills.

Related Articles: IT-BPO sector sees $27.4-B revenues by ’16

 

 

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