The first stage of outsourcing is critical for building the right foundation for your project. It involves a thorough assessment of objectives, a realistic business case, setting the right expectations, identifying a leadership team and much more.
The majority of outsourcing projects skip or undervalue this stage, and this neglect is one of the key drivers to project failure.
Unnecessary costs, delays, miscommunication, poor culture, and underperforming operating models can all be traced back directly to a lack of preparation and due diligence.
The right investment on a specific set of actions and decisions will build a solid foundation for each subsequent phase and overall project success.
Our managed service delivery model is built on planning, governance and support during each step, guiding you through every critical action and decision.
A complete and realistic business case to ensure the actual financial return aligns to your expectations.
A thorough understanding of all direct and indirect impacts to minimise project risks and unnecessary delays.
A comprehensive plan to support employees that may be directly impacted by the decision to outsource. As well as the benefits to the employees this also helps mitigate possible impacts on the brand and negative media attention.
Identify all internal and external stakeholders that must be involved in the project. Set appropriate expectations for their roles, responsibilities, and time commitments.
A comprehensive, consistent and clear communication strategy for all internal and external stakeholders.
Identify and understand project objectives and expectations.
Resolve critical project questions and decisions.
Review and assessment of the functions selected for outsourcing.
Gain an understanding of actual customer experience across relevant channels.
Develop/review the outsourcing business case. Review relevant documentation, presentations, and performance reporting.
One-on-one interviews and workshops with project stakeholders. Identify and define the project leadership team.
Develop all necessary documents, templates and guides in support of this stage.
Contact us to discuss how we can help with your project.