The OutsourceWiki is a compilation of lecture notes and practice work used by the author for the Outsource Fundamentals course at London Kingston University. Most of the content will be from original research and consulting assignments but where work has been abstracted or is derivative from other resources a full reference will be provided to the original work. The purpose of this site is to extend the confines of the course beyond the confines of University and provide a resource and debating forum for these important issues in the Outsourcing world.
Outsourcing is a mature business process, with not only a continuing high number of contracts signed, but also an increased activity in re-contracting as the original agreements come up for renewal, as well as a large number of clients bringing outsourced work back in-house. This latter trend of ‘back-sourcing’ is driven in part by an increasing worry that outsourcing is not bringing the expected benefits. This is supported by surveys that are uncovering high levels of dissatisfaction (Deloitte, 2005) amongst organisations using outsourcing as a structuring tool. This dissatisfaction may be partly due to a lack of appreciation of the complexities of the business change being undertaken that must account for the many facets of outsourcing, especially around stakeholder management, resistance and the people who must be transitioned successfully to make the whole thing work. Before concentrating on the people aspects in detail we will first clarify different types of outsourcing, and then discuss the outsource lifecycle from a processual point of view relating this to the lifecycle as experienced by the staff, and as a result draw out the issues raised by each stage of the outsourcing journey. We will conclude that the people aspects of outsourcing are only lightly considered in current management practice and much a more holistic approach is needed for the management of the people aspects. It is our view that this failure to consider the people in Outsourcing in part explains many of the failings, problems of resistance and the apparent difficulties in achieving the benefits this business process promises.
User Guide Links
- Defining Outsourcing (Jul 07, 2010)
- The Outsource Lifecycle
- Transition Planning
- Implementing Outsourcing
- Case Resources
- Literature Resources (May 25, 2010)
- Glossary and Terms