Outsourcing, Management, Governance, Success
Why and how outsourcing management and governance is critical to outsourcing success
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Organizations undertaking information technology and business process outsourcing (ITO/BPO) typically are very focused on “doing the deal.” This involves finding and assessing service providers, determining geographies from which to source services, developing contracts, defining service levels, and a myriad of other tasks. Yet, arguably the hardest part of outsourcing occurs after the deal is done: undertaking the transition and performing ongoing outsourcing management and governance (OM/G). OM/G is a critical and fundamental - but often misunderstood and sometimes neglected - component of any ITO or BPO effort. Outsourcing management and governance is a key element through which organizations that have undertaken outsourcing efforts can strive to maintain the “intent” of the deal. But what exactly is OM/G, what does it do, and what does a good OM/G operating model look like?
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