CONTENT: What is the construction of an SLA agreement? What are differences between SLA and KPI? How to properly build a service catalogue for outsourcing? – please read our second article of „Back to Basics in outsourcing” series.
The subject of the first part of our series concerned issues, which are commonly regarded as the essence of outsourcing, i.e. a description of the quality of services delivered by an outsourcer – SLA/KPI models. As my experiences revealed, despite the fact that almost each manager associates outsourcing with SLA and KPI terms, barely anyone can properly answer the question about the differences between SLA and KPI. What is more, there [...]
How is a SLA contract constructed? What differs SLA from KPI? How to properly construct a catalogue of outsourcing services? What penalties are worth incorporating in an outsourcing contract? With this article we start a cycle of educational publications by Piotr Rutkowski, Managing Partner of SourceOne Advisory.
Outsourcing already became a commonly used business tool, thank to which managers-optimize business processes of the enterprise. Does it mean we have an in-depth knowledge how to optimally and safely implement outsourcing in our own companies? On the side of the suppliers – certainly yes. On the side of buyers – not necessarily.
Talking from my professional [...]
Author: Igor Mendzebrovski, EVP Outsourcing at Itera
Every forward-looking company reaches a point at which it must make fundamental changes to continue growing. This point often comes when development demands exceed the capabilities of current resources. Companies can hire more staff, but then they face the added challenges of managing that staff, and providing the infrastructure to house them. Another option is to set up a Delivery Center (DC), which can help organizations control costs, focus on core functions, overcome talent shortages, and maintain flexibility based on market conditions.
But, while these advantages can help propel a company forward, establishing a [...]
Piotr Rutkowski, SourceOne Advisory
The Polish outsourcing services market has been around for almost two decades and perhaps now we can finally say that it has become a mature market. There is however one important issue that continues to distinguish us from more developed countries in the area of outsourcing (ex. the USA, Great Britain). This issue is our small experience in regard to so-called “mega-contracts”. The value of these agreements is usually in the hundreds of millions of PLN and aside from outsourcing services,they also cover the building of special financial models to settle services, taking over large groups of employees, and the buyout by the outsourcer of [...]