We have vast experience in and knowledge of all aspects of outsourcing.
We assist our clients in all the areas that are normally associated with outsourcing – not least IT operations (ITO) and application development, maintenance, and support (AD/AM). We also deal with outsourcing of business processes (BPO), which involves the outsourcing of service functions such as customer support as well as facility management (FM) which includes functions such as canteen, cleaning and other service tasks.
Our experience in the area points to three essential criteria for the success of outsourcing:
- Matching of expectations in relation to services, scope, price, quality and other terms included in the outsourcing agreement
- Readiness for commencement of the collaboration
- Adequate framework for management as well as actual management of the collaboration
The first point is handled by an appropriately detailed agreement and by the parties being completely open regarding their expectations of what can and will be delivered under the agreement.
The second point concerns both the client and the supplier: is the client's organisation ready to receive the service from an external provider with the ensuing limitations? And are the provider's processes well-documented, well-tested and sufficient for the services to be provided at a satisfactory level?
The third point is also a mutual point: have the parties agreed on a suitable and efficient management framework? And are the parties in fact capable of monitoring and managing scope, finances and quality and, regularly and in good time, of adjusting the services to match the client's specific needs?
Plesner's prime ambition is to ensure that advisory services comprise all the above aspects of outsourcing.