CS0405_CoverStory_Outsourcing

Measure Success
20. When the transition is complete, answer these three questions to determine if it’s been successful:

* Did your customers notice an improvement or benefits? If not, or if they’ve actually experienced a negative change, then the provider isn’t doing its job.
* Did your bottom line improve? Most companies won’t sign an agreement if it increases their costs. The same holds true for an outsourcer. The provider’s invoice should give a detailed cost accounting of activities, illustrating all parts of the operation. But outsourcing’s hidden cost is that of managing the provider. If the outsourcer requires constant assistance with identifying or solving problems, it’s not doing its job.
* Have you built a platform to trigger growth? The provider shouldn’t inhibit your company’s growth, but it should supply the resources and room to expand as your business grows.