The key to outsourcing control can bring many benefits, such as giving the company access to knowledge outside its organization and reducing…
The key to control
Outsourcing can bring many benefits, such as giving a company access to knowledge outside its organization and reducing costs. Some companies fear that outsourcing means losing control of certain aspects of their operations and worry about the effect this could have on internal processes or customer satisfaction. If working with a trusted partner IT outsourcing can reduce financial or staffing pressure on a company, boost business and team leaders can still maintain control over projects.
Especially with a managed team model, companies can maintain much of the control over the project. Companies can hire a full team, including a project manager, who can take on time- and resource-intensive tasks.
Hiring comes first
The most important part of maintaining control when outsourcing software is hiring a strategic partner. If you know that you are comfortable with a certain level of control, it is important to only work with third-party companies that can offer you that. Remember that you are not the first person to worry about control; so work with a partner who understands this.
Spend time with the contact person or project manager to understand their methods and work structure. This doesn't mean personal time, but be sure to have an in-depth conversation with this contact to understand the workflow and which parts of the project you will have full control over or less control over. If you want more control, look for teams that use the managed team model, where you'll have more say in the day-to-day work.
Minimize risk and maximize control
In addition to hiring the right partner, there are certain steps a company can take to ensure it maintains control over its projects.
- Be clear about expectations and stay involved in the process.
- Be accessible to answer questions or review work as needed.
- Ask your partner how they will handle any problems that arise.
- Choose a contract that includes performance metrics or a regular review process.
- Have a clear understanding of how partners will handle and protect financial information or sensitive data.
- When outsourced IT operations are customer-facing, make sure subcontractors are properly trained in your policies.
Additionally, create performance metrics that you can measure regularly. These metrics can be time-based, like the outsourcing team has to respond to customer queries within a stipulated deadline, or these metrics can be project-based. For example, specific technical elements must be at a certain stage and on a specific date. Performance metrics will help you maintain the control you want, but also allow experts to complete work without micromanagement.
Lastly, regular reviews with the project manager will help ensure control over the outsourcing process. Most likely, your outsourcing partner will suggest assessments and you can use performance metrics to drive the agenda. Open communication helps both sides of the partnership work well without getting bogged down in too many meetings and check-ins.
Quality above control
By outsourcing, a company can have as much quality control as if it hired full-time employees to do the work using the managed team model. A company that has carefully considered its information technology outsourcing needs, taken great care in choosing a high-quality service provider, and overseen the process of integrating outsourced IT work into its brand will find that it feels in control of the entire process without actually having to take on the burden of doing it ourselves.
