In a recent report called “Six
Mistakes for Enterprises to Avoid,” Gartner Inc. provides
a glimpse of customer no-nos.
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Short-term focus: Executive management sees outsourcing
primarily as a way of cutting costs in the short term
and does not consider the long-term implications |
| • |
Poor communication: Failing to keep staff members fully
informed about outsourcing plans causes morale to plummet
and leads to an exodus of the most valuable staff members |
| • |
Inadequate service levels: Enterprises fail to set
service-level agreements (SLAs) from a business perspective
and do not communicate results to the right people or
business units. |
| • |
No benchmarks: Without benchmarks, an enterprise cannot
analyze an external service provider’s performance,
a problem that is exacerbated because most outsourcing
contracts are not designed to cope with the inevitable
changes in business requirements. |
| • |
Failure to recognize risk: Enterprises consistently
enter into outsourcing deals without considering their
own risks or those of the ESP, and how those risks can
be mitigated. |
| • |
Insufficient resources: Enterprises do not make plans
or budget for sufficient resources to manage their outsourcing
deals, assuming that once the contract is signed, internal
resource needs go away. |
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