10 Keys to Outsourcing in the Philippines

I have tried to put together a quick reference guide here of strategies that I have seen implemented by companies that have been successful with their outsourcing projects in the Philippines.

1.Define your goals. Identify the metrics that need to be achieved for success and discuss these metrics clearly with your outsourcing provider. Your provider should be able to provide you with valuable input on reasonable production expectations.

2.Find the provider that feels right. Don’t focus too much on small price differences. Those differences don’t amount to much if your account is not receiving the attention it deserves or if you are unable to communicate well with your outsourcing provider. Make sure upper management at your provider is really invested in the success of your project. Don’t let yourself get stuck with middle management – and if it happens during the sales process you can be sure that it will happen once you have signed your contract.

3.Due diligence. Ask for references and follow them up.

4.Get your home team on board. If collaboration is required between offshore and in-house staff, make sure your in-house team buys into the concept. And if there are problems with in-house operations and processes; those same problems are likely to crop up again in outsourcing if they are not clearly addressed and resolved.

5.Communicate your vision. Your offshore staff wants to feel a part of something and they want to feel confident in product or service they are involved with. Your outsourced Philippine staff is highly adaptable and very willing to assimilate the corporate culture of their client. Make sure they have a clear set of expectations and try to remain consistent with those.

6.Create an efficient workflow and secure infrastructure. Implement secure tools for collaboration and electronic communication. Make sure that secure protocols are always followed.

7.Implement quality control. Quality control should be a discreet step in both offshore and onshore processes. Accountability must be constantly reinforced.

8.Assign a manager or designate a person in charge. There should be a clear pathway of communication and locus of responsibility within the organization.

9.Stay involved. You will always be able to provide special motivation to your team. Stay as involved as you can. Work with your provider to make your involvement efficient.

10.Start small and grow with success. If possible, test and refine your offshore processes on a smaller scale and then replicate successful strategies for managed growth.