Service beyond KPIs: the willingness to flex
When we pointed out above that service in an outsourcing deal means much more than adherence to KPIs, we were underlining the complex interrelation and close interreliance between management of the contract and the development of the relationship.
In service, the key is for the supplier to be able to flex and to apply a spirit of give and take. For example, in the early days of the contract it may become increasingly apparent to the client that one particular aspect of the service does not really suit the supplier. If the relationship is sufficiently open and robust, the client will be able to say to the supplier: ‘This may cost you some revenue, but would it be OK if we approached a specialist subcontractor ...
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