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 Signing an outsourcing
contract may seem like the end of a lengthy
process. It’s not. Rather, signing the
contract begins a relationship that may last
for several years. Mercury consultants can
ensure that this relationship operates
smoothly and transparently for the benefit
of both sides.
The organization that purchases services
from an outsourcing provider needs to
determine that it is actually receiving all
of the services specified in the contract.
The service provider must demonstrate that
it is delivering everything it promised.
Enter Mercury Associates, the ideal “honest
broker.” We are the knowledgeable, objective
third party that can help both buyer and
seller establish, interpret, report, and
enforce performance levels from the first
day of contracted service delivery. With
Mercury professionals involved, both buyers
and sellers can avoid the pitfalls and
suspicions that can arise when the service
provider is reporting on and critiquing its
own work.
At the outset of the outsourcing
relationship, Mercury can work with the
buyer to establish a system for gathering
reliable, relevant information that is
essential for service level measurement and
performance monitoring. Protocols for
obtaining and reporting that information, as
well as methods of dispute inquiry and
resolution, are also important to a
cooperative working relationship.
Purchasers who contract with large,
prestigious service providers often assume
that the providers will be meticulous in
looking after the buyer’s interest. This is
not universally true. So it is up to the
buyer to take the lead in setting up and
running a monitoring system that delivers
fair, objective performance reporting in
keeping with the contract terms.
At Mercury, we do not believe that hiring
multiple outsourcing service providers
ensures a competitive, cost-effective way of
doing business. It adds to the buyer’s
administrative burdens and dilutes buying
power. Instead, we maintain that a reliable
outsourcing contract implemented with clear
standards for reporting and effective
ongoing communication will keep your
outsourcing service provider sharp and
attentive to your needs and goals. |
