Eavesdrop on a conversation between two senior IT staff of a fictitious company charged with the successful execution of an outsourced arrangement that has just passed its two-year anniversary. Gain an insight into the difficulties they are experiencing, their search for the root causes and their development of a plan to deliver targeted improvement. The…
Outsourcing contracts have long contained intellectual property clauses. How do old abuses and recent changes in technology and business influence these and what the parties should be interested in? Intellectual property (IP) has long been a difficult subject. Many have found to their cost that their rights differ from what they expect. The timing of…
Outsourcing agreements come to an end, just as do some political treaties. What can those steering the perils of partition learn from each other? There are few experiences as visceral as the turmoil of politics. As a British citizen, I have taken my part and cast my vote on 23rd June, 2016. The comparison of…
Multi-supplier service is all the rage, together with its linking agent Service Integration and Management (SIAM). Wonderful in theory… How does one practically get multiple parties to collaborate towards a common end? It was recognised early in the development of multi-supplier models that there needed to be a unifying agent. A great deal of time…
The formation of a good sourcing agreement relies on clear thinking and agreement between the parties on what is to be done, why and how. The market and technology are changing so rapidly that the next agreement is likely to bear little resemblance to the last. How to make sure we ask the right questions…
Outsource agreements are characterised by long durations and high switching costs. Some fail; some drive innovation and soar; most get by. What is the role of trust in such a service and what can you do to obtain the best value? Volkswagen is being pilloried world-wide for deliberately deceiving customers and the public in diesel…
IT projects are complex, prone to delay and often fail to deliver the expected benefits, or any at all. Whilst each project is different, the reasons for failure are often similar. Sometimes the fault lies with the supplier, sometimes with the customer, frequently both. In this article, we look at common failings on the part…
There are many models by which a service may be priced and a deal constructed. Whatever the approach used, there are considerations that both of the parties should weigh before they agree. What is likely to be going on and how can you obtain the best outcome? During the process of engagement between customer and…
Success in delivering change is dependent upon the ability of project managers and others to wield influence, build support and overcome resistance. Services, projects and companies are social entities supported by human endeavour. Their functions are shaped by personal agendas and relationships which can be engaged to advantage, or ignored at peril. A new book…
The UK government has been shocked by the weaknesses in its commissioning and contract management of services revealed by the G4S and Serco incidents. At a time that both public and private sectors depend ever more heavily on their service suppliers, what are the lessons to be drawn? In July 2013 serious malpractice was found…