Well, now you’ve done it. Instead of fixing things first, you outsourced your processes almost completely intact. The result? Your junky processes are now in the (hopefully) capable hands of your lower cost service provider and, not surprisingly, the outcomes are the same. While it is quite possible that you took the time to image and digitally distribute your previously paper-based processes, there’s nothing remarkable about a digitized bandage hiding a poorly performing, wounded process. Worse yet, there are few things more restrictive than your IT organization’s standard prioritization process – and one of those “things” happens to be your 300-page multi-year outsourcing contract. What can you do you?
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