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 [...]
Can contracting be outsourced? That was the topic I discussed this weekend with Henrik Lando, Professor of Law & Economics at Copenhagen Business School and David Karabinos, co-founder of EquaTerra and a leading expert in outsourcing.
David made the following observation about corporate outsourcing strategy: “Imagine a two-by-two matrix with core and non-core activities on one axis and Do-Well and Don’t-Do-Well on the other. If you do a true and accurate analysis of what your company does, and plot them in the matrix, then you have a better feel for what you should outsource.”
Our discussion was driven by my response that, if you believe outside observors (The [...]
Innovation has been prized within business for as long as I can remember. However when applying this science, process and culture to the outsourcing environment, it is clearly still in its infancy. There is seemingly a major lack of understanding of how innovation can be realised. That’s not surprising: innovation is complex and a bit like ice cream in that it comes in many different flavours. That said, IT leaders must take a systemic approach and ensure innovation is integrated holistically across all echelons of their business – again, no easy feat. In contrast to the lack of knowledge internally today, there doesn’t seem to be much in terms of external help either: many [...]
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