How do you track IT outsourcing communication quality and performance?

A clear understanding of your organisational maturity with outsourcing of tasks, operations or services is critical to establish a clear Engagement Framework. This is the starting point. An Engagement Framework should include - stakeholder analysis, touch points, frequency, criteria, mediums, RACI, change management and others. One element of the framework is the communication plan. If you are first time outsourcing then there’s a lot more internal preparation that is required in order to establish a successful outsourcing initiative and it’s related activities, including the communication plan. It’s a shift from ‘operate and manage’ to ‘oversee and govern’. This mindset is required within the core, the management and project team.

My experiences come from both sides of the table: Corporate and Provider. Corporations must assemble a team of business and technical personnel to decide what systems they want to outsource and develop a comprehensive RFP detailing goals, architecture, performance objectives, communication plans, penalties, reporting metrics to name a few. Comprehensive is the key word. Research into the providers is extremely important. Interviewing their engineers and customers offers insight into how proactive the provider is. I stipulate action over reaction. Make sure you have an out, keep your options open. Establish rapport. Trust is a key element. The Provider must listen, understand the pain points and be held accountable and responsible.

If this topic really applies to you, you really need to stop what you're doing, go home, and rethink your entire life. Every decision you've made up into this point has been wrong.

Conducting regular audits & reviews is essential for ensuring that the work produced by yr outsourcing team meets the required quality standards. Define Audit Scope & Criteria.Scope-Determine the specific areas of work to be audited (e.g., code quality, documentation, adherence to timelines, etc.Criteria- Establish clear criteria & standards for evaluating performance. This could include coding standards, documentation quality, project timelines & best practices adherence. By implementing a structured & consistent approach to audits and reviews, you can ensure that yr outsourcing team maintains high standards of quality and performance, leading to successful project outcomes.

Build an organizational relationship with your vendor. You can’t simply can’t pay an invoice every month and look the other way. Meet regularly, celebrate the wins together and talk through challenges . When you blur the line between FTE and vendor partner and focus on the outcomes together you can achieve great results .

Communication and engagement metrics should also be reviewed in the regular service performance reviews with your provider. Such review outcomes and critical aspects should be tables with the steering bodies when required for support and guidance. Your quality management processes should include continuous services improvement aspects, and one element of that should be the communication aspects.

One of the aspects that needs to be considered is the ‘end consumer’ feedback on the reach, impact, understanding and value of the different aspects of communication practices. This can provide great insights into adjusting the communication strategy in order to create the maximum impact of the communication done.