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Outsourcing Dilemma: The Search for Competitiveness, The by J. Brian Heywood

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Different clients, different quality of service

I would doubt if any long-term outsourcing service provider could honestly claim that all its clients were satisfied with the service they have been receiving. But then again it would be surprising if any established supplier of products or services could make the claim – it is in the nature of commerce that you cannot satisfy everybody.

Nevertheless, some of the variations in performance by major outsourcing service providers have been most surprising when considered under normal business guidelines. Providers who have apparently produced excellent results for some clients in terms of service improvements and savings have followed this up with failures and then further successes and failures. ...

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