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Outsource magazine: thought-leadership and outsourcing strategy | April 24, 2014

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Relationship Management

A marriage made in Heaven or a one-night stand? (Part 2)

April 16, 2014 |

To read the first part of this article, click here.

Every supplier has a core set of services and situations in which it thrives. It can push a certain way outside this and still succeed. Push it too far, and … Read More

A marriage made in Heaven or a one-night stand? (Part 1)

April 14, 2014 |

The Office of National Statistics [1] tells us that 40 per cent of marriages are expected to end in divorce by the 20th wedding anniversary, of which six per cent are due to the death of a spouse. Sixteen per … Read More

Exiting a contract: the grey area

April 2, 2014 |

For something that causes so much pain, exiting an outsourcing contract receives surprisingly little attention during a negotiation. Termination, step in rights, damages and other more colourful legalese receive all the glamorous scrutiny leaving the exit itself somewhat neglected.

Furthermore, … Read More

Building Stronger Connections: Optimal Stakeholder Engagement

March 25, 2014 |

Most companies have organisations that manage external relationships with key suppliers and service providers. These teams – be they part of a Vendor Management Organisation (VMO), procurement department, a governance or “stay back” team, or some other similar structure – … Read More

Are contracts the enemy of good relationships in outsourcing?

March 24, 2014 | 3

“I lost a deal of $20M; the contract was over 50 pages and incomprehensible to the parties needing to do the business. The attorneys for the two organisations remained at loggerheads because neither understood the other’s position, and one did … Read More

Businesses have never had a better opportunity to renegotiate outsourcing contracts

March 21, 2014 |

In 2014, with a record number of outsourcing contracts due to expire, there has never been a better time for companies to renegotiate outsourcing deals to seek better terms and increase profitability. The outsourcing market, which is still largely dominated … Read More

Choosing the right technology partner to power your shared services centre

February 13, 2014 |

To enable your shared services centre (SSC) to deliver upper-quartile levels of customer service and cost effectiveness when managing transactions, you need to invest in the right technologies and infrastructure support. For new SSCs the opportunity may exist to adopt … Read More

Trumping Price-Only with Best Value

January 2, 2014 | 1

It is likely that no other subject gets as much attention when two companies are entering, or extending, their outsourcing business relationship as the effort to come up with a fair pricing structure. Money is money after all, and money … Read More

In Transition

December 20, 2013 |

Transition refers to the period between the actual signatures of an outsourcing agreement until steady state is achieved. It is the time when the proverbial outsourcing “rubber meets the road” and outsourcing aspirations become reality – or not. Depending on … Read More

“Mind the gap!” Business’ relationship with IT

December 2, 2013 |

Business users and IT (and other services) departments love to be rude about each other. Mutual incomprehension and worse frequently reign. What can be done to establish and maintain a healthy relationship and the high quality of service alignment?

The … Read More