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Offshore Outsourcing Best Practices Increase Your Profit Margin

When your company is forming long-termSchemes.The provider should be driven to meet
offshore outsourcing relationships withthe established customer expectations or even
another company, the foundation of theexceed it by adopting the performance based
success of this venture should be laid duringpricing criteria. If performance of the
the negotiation period itself. Theservice provider exceeds expectations, then
centerpiece of this negotiation period is theincentives should be given; conversely,
Service Level Agreement.The aim ofappropriate penalties should be imposed if
outsourcing is to gain value for the hostobjectives are consistently missed.4. Review
organization. There are several contrastingPeriodically to Maintain Successful
views however regarding how to maximize valueRelationships.Organize formal review meetings
and minimize risk by outsourcing. Theoften. During the meetings, both sides can
following best practices can serve as a guidediscuss the performance of both teams and
when structuring your SLA, and thendetermine the future objectives or goals of
implementing and maintaining a relationshipthe company accordingly. They can also
with the chosen provider.Five Golden Rulesdiscuss product reviews and deliverables
For Offshore Outsourcing1. Develop enduringduring these meetings. Keep in mind that
relationships between key managementperformance objectives may need to be
personnel.The usefulness of the relationshipcontinually revised according to changing
between the key management personnel of bothmarket conditions and the opportunity costs
teams depends on good understanding andof both firms.5. Communicate Well & Often to
strong working ties between them. Studies onBridge Cultural Differences.The parties
outsourcing success stories have demonstratedinvolved in an outsourcing relationship
that working chemistry in management and peerbelong to distinct cultures, these
friendships among employees have proved to bedifferences have to be accepted and bridged.
important determinants in forming long-termThe cultural understanding between the two
relationships that yield real value.2.organizations can be enhanced by organizing
Present a Quantifiable Objective.A usefulsocial events, educating about company
performance criterion includes quantifiablebackground, participating in each othersí
objectives and clarifies expectations of thequality programs, etc. Communication really
quality of service. If you can get ahold ofis the key to a healthy relationship. It may
SLAs for comparable projects, they will servebe helpful to send a loyal employee to the
as reasonable starting pointsóbutBPO site for a few months to facilitate
remember, these are negotiable. In any event,understanding in the implementation
ensure that exact objectives and expectationsphase.Scott Hawksworth writes for a free
are included in the SLA and are understood byinformational resource on outsourcing. See
both organizations prior to implementation.3.for more information on call center
Pre-determine the Incentives and Penaltiesoutsourcing.



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