{"id":1664,"date":"2010-06-10T12:59:00","date_gmt":"2010-06-10T12:59:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/happy-outsourcer-061010\/"},"modified":"2010-06-10T12:59:00","modified_gmt":"2010-06-10T12:59:00","slug":"happy-outsourcer-061010","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/happy-outsourcer-061010\/","title":{"rendered":"Why aren\u2019t I happy with my outsourcer?"},"content":{"rendered":"
\"\"<\/p>\n

It's all about those regular delights…<\/p>\n<\/div>\n

We’ve had a lot of dialog (<\/em><\/span>read here<\/em><\/span><\/span><\/span><\/a>)\u00a0about why\u00a0most\u00a0clients aren’t getting much more than they expected, when they signed an outsourcing contract.\u00a0 And when you have someone one on\u00a0staff who’s been dealing with the same issues for over three decades, you start to wonder what it’s going to take to drive customers to become genuinely\u00a0“delighted” with the service they’re receiving<\/em>.\u00a0<\/span><\/p>\n

\u00a0My personal take, based on our extensive\u00a0research, is that an increasing majority of clients truly want to see some innovation developing in their agreement, but aren’t prepared to upset the applecart to make changes that could spoil their operational status quo.\u00a0 <\/span><\/p>\n

Our veteran\u00a0professor of outsourcing, <\/span>Mike Atwood<\/span><\/a>, has a simplistic view of what needs to transpire for customers to actually receive regular delights… over to you Mike:<\/span><\/p>\n

Why aren\u2019t I happy with my outsourcer?<\/span><\/strong><\/p>\n

How many times have you heard someone say that all our service metrics are green, but the relationship is red?\u00a0 This sort of non-specific concern about an outsourcer seems to be as old as outsourcing itself. It has certainly existed as long as I\u2019ve been in the field. I recently attended an analyst conference for a major outsourcer andran into an old friend who I\u2019d worked with at EDS andwe got around to discussing a mutual client. This client wasn\u2019t to the point of saying the relationship was red, but he clearly didn\u2019t believe he was getting the value he expected out of his outsourcing relationship.<\/p>\n

In this case, the issue wasn\u2019t that the wrong metrics had been chosen, or that some weasel words in the definitions had caused them to be upset. The problem was in the clients expectations. Those expectations are something that I think fits well into the frame work of the KANO model. (If you aren\u2019t familiar Google it and you will be) . The model says that expectations come in 3 types; \u00a0<\/p>\n