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RELATIONSHIP MANAGEMENT |
An offshore outsourcing relationship must be actively
managed.
The service contract has defined the relationship
management structure, that is, the formal communication moments
and the persons in charge of relationship management within the
two organizations.
Relationship management must become a reality, not remain on
paper. The performance measurements must be carried out, analysed,
and duly communicated internally and to the partner. Meetings must
be held and their content refined, if this is the case. Even the content
of the contract must be reviewed, following agreed-upon
timing and procedures.
Companies and organisations are often unprepared
to managing an offshore outsourcing contract; the skills demanded
for are anew, halfway between technical, managerial and communication,
and still rare on the job market. In some cases it is the very concept
that a manager for the relationship must be defined and empowered
that is not well understood. Yet a key for the success of the
relationship is to identify its internal manager, properly train
him/her, give him/her the resources needed, and measure the performances.
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