Business Process Outsourcing- Part-1

Overcommitment Vs reality- facts and approach

Why vendors all the time over-commit to keep themselves in good books? Does client also knows the fact?

It has been noticed that most of the time vendors over-commit or are always in “yes” state to win the account even when ground realities are different, specially, when it comes to resource capability and experience.

Its immensely important for the client to know the expertise and capability of vendor resources. What kind of training approach and setup vendor provides and how experienced the team is to handle certain processes. Fact is, client has no full proof process to ensure vendor’s resource capability, specially, when teams are sitting overseas. Many times its trial and error process, which helps vendor resources to understand and learn overtime, which in fact is a learning at the cost of client. Is it good for vendor? Should client has some method in place to gauge the skills of vendors team, assigned to handle processes?

We got to be considerate of the fact that vendors workforce is always a mix of experienced and fresh or not so experienced resources, so its hard for vendor also to provide all the experts on one account, but, given the impact of certain process ratio of experienced and freshers can be changed to dilute risk to the client.

1- What are some fullproof methods client should consider when vendors are assigning teams to handle processes?

2- What is the correct training approach for vendors resources?

3- How to maintain efficient bench?

Please read next article,part-2, to know my view on above questions