Getting the measure of services
13 September 2012
Outsourcing services is here to stay, but purchasers are still learning to assess how well their providers are doing and what to do when deals go wrong. Malcolm Wheatley explains
Barely a week goes by without news of yet another high-profile outsourcing deal. And “high-profile” refers to more than the prominence of the firms in question. Once, outsourcing meant handing over functions such as catering and security to third-party specialists, allowing businesses to better concentrate on their core competencies. No longer.
Many of the deals...