Managing Your Outsourced IT Services Provider: How to Unleash the Full Potential of Your Global Workforce

CHAPTER 3

IT Service Provider Organizations’ Tactics and Tricks for Hitting P&L Targets

All IT services provider organizations (SPOs) have the same strategic goals: to increase the top line and to manage the bottom line effectively. To achieve these goals and related targets, each IT SPO defines its own strategies. Most of these revolve around human resources, because the IT industry is driven by its employees and their capabilities.

Every IT SPO aspires to do the following:

• Build a capable and proud team that enthusiastically provides excellent services for customers
• Recruit, retain, and compensate staff competitively to achieve the business goals of the organization
• Provide excellent customer service that leaves every customer with a lasting ...