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Outsourcing Fundamentals

Independent guide to Outsourcing: BPO strategy, Service Provider selection, contracting and implementation projects. Assessing and improving your current service.

Implementation > Introduction

Implementing an Outsourcing Agreement

This Implementation section starts with a contract for BPO services having been signed and extends to going live with the services and settling them down.

The objectives of the Implementation Stage is to bring what has been agreed into operation, filling in for the detail necessarily missing from the contract and overcoming unforseen issues while maintaining business critical processes through the transition.


The coverage of the Implementation stage assumes that a contract has been agreed between client and provider and hence the overall implementation plan agreed. However, in order to avoid repetition, most of the implementation detail is in this section rather than the Contracting section. None the less, by the start of this stage, there will already be:

  • An implementation approach
  • An outline plan with milestones and timing
  • Allocation of responsibilities for the implementation

How this section is structured

  • Overall Implementation Process: describes the main elements of implementation. It also covers choices in the implementation approach.
  • Managing Risks: On this page, I have set out a structure for thinking about potential risks. There is also a set of common issues and mitigation approaches.
  • Managing Risks: This page outlines an approach to risk management and lists some of the more common risks.
  • Change Management: covers the sort of change management activities and actions essential to make BPO a success.
  • Governance: covers both the set up of a management framework for the ongoing services as well as putting in governace for the transition itself
  • Plan: This page includes the main elements from a real plan for implementing a set of BPO Servies.