What Suppliers Say About Clients: Part II -- Managing Outsourced Services

by Mary C. Lacity, Leslie P. Willcocks

In Part II of this two-part Executive Report series about suppliers, we continue to share in detail what suppliers have been saying to us about clients during the past two decades — the things they wish clients would know or do as well as some things they wish clients didn’t know or do. As noted in Part I, some of these statements will not shock experienced clients. But what will stimulate the interest of all outsourcing clients, both novice and experienced, is that we compare what suppliers say with best practices from academic research and derive guidelines for managers.