As outsourcing gains in popularity, buyers can face a bewildering range of different service offerings. Market experts Beatrice Rogers, Robert Morgan, Anthony Miller and Judith Wainwright offer guidance.
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“Many companies still underestimate the importance and size of the task involved in successfully managing an outsource relationship, despite there being many examples of poor supply/contract management being major contributing factors in failed outsourcing relationships,” Morgan said.
For a start, customers too often assume that if there are problems they will have recourse to the very detailed clauses covering exceptions which they spent a lot of time drafting in their original contract.
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