The first of four-part Best Practices Series of Outsourcing Center shows that best practices in communication between buyers and service providers are often overlooked, thus creating problems that affect outsourcing relationships.
Outsourcing buyers who participated in the study noted that communication problems arise from root cause analysis, not being able to understand the buyer's priorities, agreeing (or not) on the importance of “noise” or customer's feedback/complaints, and the provider's failure to listen to the buyer. The study further reveals that communication problems exist even to those with effective outsourcing relationships.
To achieve the goal of communication which is shared understanding and avoid these communication problems, organizations must keep these four best practices in mind:
1. Service providers must take the “noise” into consideration.
2. Create a communication plan for the period after the transition phase.
3. Outsourcing contract should be “crystal clear”.
4. Mutual trust must be established. Buyer and service provider should demonstrate that they truly listen and understand each other.