Alsbridge, Service, Improvement
Service Improvement – A Shared Responsibility
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by Rachel Anderson, Managing Consultant - Alsbridge Europe
Many companies cite Service Improvement as a major objective in outsourcing. Yet so often we see deals that are one to two years old where these improvements have not materialised. It is easy to blame the outsourcer for not delivering promised improvements, but in reality the client also has a role to play. If desired service improvements are not realised, then both client and supplier should jointly examine the root causes.
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Un-met expectations stem from two main areas – lack of clarity or lack of flexibility. Often, to address the first issue, clients seek to make contracts as watertight as possible, and tie down as much as possible before go-live of the outsourcing deal. Unfortunately this can restrict both client and supplier when it comes to leveraging improvement opportunities, leaving both parties frozen at day one status, while technology and best practices have moved on during the life of the contract.
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