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

by Mary C. Lacity, Leslie P. Willcocks

In this two-part Executive Report series, we share in detail what suppliers have been saying to us and our colleagues about clients during the past two decades -- the things they wish clients would know or do as well as things they wish clients didn't know or do. In Part I, we covered the 10 statements suppliers make about establishing the outsourcing arrangement. Here in Part II, we examine another 10 pertaining to managing outsourced services. The accompanying report also includes guidelines for managers who are responsible for managing the outsourcing arrangement.