Five "Must Haves" to Consider for Outsourcing in Service Delivery Transformation
Like any transformational change, a Service Delivery Transformation initiative involves many moving parts that require care and attention to coordinate. Our observations of companies undertaking outsourcing as part of a Service Delivery Transformation initiative suggest that the likelihood of achieving the desired outcomes can drop dramatically in the absence of certain critical processes.
In particular, we have identified five specific areas where effective planning and execution can be especially important to an outsourcing effort:
- Executive engagement
- Risk management
- Sourcing and contracting
- Tax implications
- Culture and change management
While no project, initiative, or program will ever be 100 percent bulletproof, our experience is that addressing these areas effectively when outsourcing as part of a Service Delivery Transformation initiative can significantly increase the initiative’s effectiveness and decrease the risk of disruptions to service delivery.
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