Phase 1 Startup/transition:
Sign the contract. Outline expectations. Determine what work the outsourcing staff will handle.
Phase 2 Transformation:
Incorporate outsourcing vendors into work environment. Confront internal resistance.
Phase 3 Ongoing service delivery:
Manage the outsourcing vendor. Monitor SLAs.
Phase 4 Adjustment:
Modify agreement in response to changing business requirements.
SOURCE: JEFF O’HARE, SENIOR VP OF CORPORATE IT, CENDANT
