Building maturity . . .
In such a situation, both sides need to take a mature approach that transcends the immediate circumstances. A knee-jerk response will not help. Even without a cataclysmic event, the client CEO and board must have the discipline to describe at least annually how their business strategy is unfolding and evolving.
So it is vital that changes to strategy, as they affect the outsourced services, are communicated to the supplier as early as is prudent. This enables the outsourcing provider to plan ahead in support of the strategy. If the board says it wants to move to innovations such as billing and CRM over the Internet, it should expect the outsource provider to come back with vital information such as which areas can be transformed ...
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