Outsourcing can deliver significant value through cost savings, service transformation and by allowing customers to focus on the core areas of their business. Unfortunately these benefits are often not realised. Over 50% of outsourcing deals fail to meet the customer’s expectations due to a mixture of cost overruns, performance issues and poor relationship management.
In some cases this is caused by unpredictable and unavoidable delivery or commercial problems but these are the rare exceptions. More often we see the same recurring issues which could be prevented, or at least significantly reduced, by a more effective contract procurement and management process.
So what is the cause of these issues and how can we guide outsourcing relationships more effectively through the contract procurement process to a successful outcome?
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