Do not outsource a problem

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, or turn-round a situation where conflict and poor communications is the norm.

This is again a good reason for allowing an internal bid if you are thinking of transferring an existing department out. Often the process enables the department to get its act together (although sometimes this requires a lot more inter-departmental help too - so may need help from the top).

With very few exceptions, if an outsourcing supplier tells you they can 'fix' your problems - make sure you get full details of exactly how they hope to achieve this. Look carefully at the response, as there will often be holes in it.

Are there any good suppliers out there who would like to give us advice on this?