Just reading an article where one of the key messages was 'A bad process automated is still a bad process' - something everyone in the IT industry would surely agree with.

I argue that the same rule applies to outsourcing. If something is causing you a problem you need to fix the issues before you outsource - or you will still have issues!

You cannot rely on an outsourcing organisation to fix bad processes, miraculously ensure poor performance turns into high performance,...