Case Study: Assessing Outsourcing Vendors

Results:
The client made structural changes to the contract, management processes, and measurement systems. It was able to maintain its outsourcing relationship, avoiding the disruptive and costly effort to find a new outsourcer.
Challenge:
Approaching the midpoint of a 10-year outsourcing contract, the client experienced performance problems with its vendor. Before renegotiating the contract, the client wanted to develop a clear understanding of expectations moving forward. Specifically:
  • How is the outsourcer performing compared with other vendors?
  • Is the outsourcer following best practices for organizational alignment, change management, and standardization?
  • What do the client and the vendor need to do to improve their relationship?
Who:
Director of IT

How Forrester Helped:
To answer the client's questions, Forrester completed a very focused review that included:
  • Conducting site visits to the vendor's data centers.
  • Interviewing vendor and client stakeholders.
  • Reviewing all relevant contract documentation.
  • Presenting recommendations in a two-hour conference call with the client.


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