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

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The client’s concerns

In addition to highlighting the areas of risk, the client’s management can be forgiven for being concerned about other factors where the dangers may be more long term.

What will be the effect on the retained staff?

Typically, the provider recommends that something like the top 10 per cent of the senior staff should stay with the client, although this will vary according to a variety of factors including the number of people transferring. Experience suggests that the more senior the retained manager, the higher the satisfaction level is likely to be. Therefore the IT Director or the Finance Director will probably be happier with the new service than the other retained staff dealing directly with the outsourced team. This ...

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