Top 10 Risks of Offshore Outsourcing

Top 10 Risks of Offshore Outsourcing

Summary: Offshore outsourcing is growing 20%-25% per annum, with little evidence of slowing. Indeed, while most enterprises experience initial resistance, most technical issues are readily resolved and geopolitical risk is deemed insignificant after careful evaluation.

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Offshore outsourcing is growing 20%-25% per annum, with little evidence of slowing. Indeed, while most enterprises experience initial resistance, most technical issues are readily resolved and geopolitical risk is deemed insignificant after careful evaluation. Even the current political fervor about jobs being moved offshore via outsourcing is not impacting the demand or strategy of IT organizations. Offshore outsourcing will continue to grow as a "labor arbitrage" model until 2008/09.

META Trend: During 2004/05, outsourcing will divide into commodity and transformational services. Infrastructure services will mirror grid-computing structures and develop consumption-based pricing (a.k.a., "utility services"). Through 2006/07, transformational services (e.g., application development maintenance and business process outsourcing) will segment along horizontal (function commonality) and vertical (specialized) business process/services outsourcing functions. Although vendors will attempt to bundle infrastructure with "value" services, clients will demand "line item" pricing by 2008/09.

Through 2004/05, IT organizations will outsource discrete projects/functions offshore (e.g., from application development projects to specific call center support). Growth will continue at 20%+. Offshore strategies by domestic vendors will shift business from large, integrated outsourcing contracts, but most IT organizations will still develop strategies that focus on pure-play offshore vendors. The top 10 risks of offshore outsourcing are as follows.

1. Cost-Reduction Expectations
The biggest risk with offshore outsourcing has nothing to do with outsourcing - it involves the expectations the internal organization has about how much the savings from offshore will be. Unfortunately, many executives assume that labor arbitrage will yield savings comparable to person-to-person comparison (e.g., a full-time equivalent in India will cost 40% less) without regard for the hidden costs and differences in operating models. In reality, most IT organizations save 15%-25% during the first year; by the third year, cost savings often reach 35%-40% as companies “go up the learning curve” for offshore outsourcing and modify operations to align to an offshore model.

2. Data Security/Protection
IT organizations evaluating any kind of outsourcing question whether vendors have sufficiently robust security practices and if vendors can meet the security requirements they have internally. While most IT organizations find offshore vendor security practices impressive (often exceeding internal practices), the risk of security breaks or intellectual property protection is inherently raised when working in international business. Privacy concerns must be completely addressed. Although these issues rarely pose major impediments to outsourcing, the requirements must be documented and the methods and integration with vendors defined.

3. Process Discipline (CMM)
The Capability Maturity Model (CMM) becomes an important measure of a company’s readiness to adopt an offshore model. Offshore vendors require a standardized and repeatable model, which is why CMM Level 5 is a common characteristic. META Group observes that approximately 70% of IT organizations are at CMM Level 1 - creating a gap that is compensated for by additional vendor resources on-site (see Figure 1). Companies lacking internal process model maturity will undermine potential cost savings.

4. Loss of Business Knowledge
Most IT organizations have business knowledge that resides within the developers of applications. In some cases, this expertise may be a proprietary or competitive advantage. Companies must carefully assess business knowledge and determine if moving it either outside the company or to an offshore location will compromise company practices.

5. Vendor Failure to Deliver
A common oversight for IT organizations is a contingency plan - what happens if the vendor, all best intentions and contracts aside, simply fails to deliver. Although such failures are exceptions, they do occur, even with the superb quality methodologies of offshore vendors. When considering outsourcing, IT organizations should assess the implications of vendor failure (i.e., does failure have significant business performance implications?). High risk or exposure might deter the organization from outsourcing, it might shift the outsourcing strategy (e.g., from a single vendor to multiple vendors), or it might drive the company toward outsourcing (if the vendor has specific skills to reduce risks). The results of risk analysis vary between companies; it is the process of risk analysis that is paramount.

6. Scope Creep
There is no such thing as a fixed-price contract. All outsourcing contracts contain baselines and assumptions. If the actual work varies from estimates, the client will pay the difference. This simple fact has become a major obstacle for IT organizations that are surprised that the price was not “fixed” or that the vendor expects to be paid for incremental scope changes. Most projects change by 10%-15% during the development cycle.

7. Government Oversight/Regulation
Utilities, financial services institutions, and healthcare organizations, among others, face various degrees of government oversight. These IT organizations must ensure that the offshore vendor is sensitive to industry-specific requirements and the vendor’s ability to: 1) comply with government regulations; and 2) provide sufficient “transparency” showing that it does comply and is thus accountable during audits. The issue of transparency is becoming more significant as requirements such as the USA PATRIOT Act and the Sarbanes-Oxley Act place greater burdens of accountability on all American corporations.

8. Culture
A representative example: although English is one official language in India, pronunciation and accents can vary tremendously. Many vendors put call center employees through accent training. In addition, cultural differences include religions, modes of dress, social activities, and even the way a question is answered. Most leading vendors have cultural education programs, but executives should not assume that cultural alignment will be insignificant or trivial.

9. Turnover of Key Personnel
Rapid growth among outsourcing vendors has created a dynamic labor market, especially in Bangalore, India. Key personnel are usually in demand for new, high-profile projects, or even at risk of being recruited by other offshore vendors. While offshore vendors will often quote overall turnover statistics that appear relatively low, the more important statistic to manage is the turnover of key personnel on an account. Common turnover levels are in the 15%-20% range, and creating contractual terms around those levels is a reasonable request. Indeed, META Group has seen recent contracts that place a “liability” on the vendor for any personnel that must be replaced. The impact of high turnover has an indirect cost on the IT organization, which must increase time spend on knowledge transfer and training new individuals.

10. Knowledge Transfer
The time and effort to transfer knowledge to the vendor is a cost rarely accounted for by IT organizations. Indeed, we observe that most IT organizations experience a 20% decline in productivity during the first year of an agreement, largely due to time spent transferring both technical and business knowledge to the vendor. Many offshore vendors are deploying video conferencing (avoiding travel) and classroom settings (creating one-to-many transfer) to improve the efficacy of knowledge transfer. In addition, employee turnover often places a burden on the IT organization to provide additional information for new team members.

Business Impact: Offshore outsourcing can reduce IT expenditures by 15%-25% within the first year. Longer term, process improvements often make great impacts on both cost savings and the quality of IT services delivered.

Bottom Line: As IT organizations consider the vast benefits and allure of offshore outsourcing, they must balance the risks and uncertainties with the potential for labor arbitrage.

META Group originally published this article on 14 November 2003.

Topics: CXO, Data Centers, Enterprise Software, Outsourcing

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  • Minimize your risk!

    Very in-depth and informative article! Outsourcing should be done in baby steps. Before jumping into bed with an outsourcing company and transitioning an entire department make sure you know what you want to accomplish by outsourcing.

    There direct saving and in-direct saving due to the time and energy saved by outsourcing. For example our program is simple and ramps up slowly in the beginning.

    At Offshore Saving Solutions we hire dedicated employees 1 - 5 employees to start in order to effectively replicate your already working model.

    You leave your current model in place without any change while we go through the learning curve here in Costa Rica. We evaluate after 30 days and decide if the process is working before moving forward. It requires minimal commitment on both parts and growth is based on performance.

    As long as you move forward with caution, due diligence, baby steps and structure even if things don?t work out your out of pocket will be minimal.

    Best Wishes,

    Omar Pinto
    Offshore Saving Solutions
    Outsourcing Media Consultant
    www.offshoresavingsolutions.com/blog
    OmarPinto
  • RE: Top 10 Risks of Offshore Outsourcing

    Another interesting article about offshore hosting
    http://ezinearticles.com/?Offshore-Dedicated-Server-Hosting---Why-Consider-Hosting-on-Anonymous-Dedicated-Servers?&id=2968254
    timmypol
  • RE: Top 10 Risks of Offshore Outsourcing

    Yeah,I think you are right.
    There are much risks in offshore outsourcing.
    But I think more risks ,more benefit.
    People will get a lot of benefit in offshore outsourcing
    as well.
    Recommend an online freelance platform, www.taskcity.com.
    Their professional offline service can help ture your
    simple idea into a real project.
    Wendy_x328
  • Offshore outsourcing services

    Thanks for the post, there are risks as well as benefits in <br>< a href="www.inso.us">offshore outsourcing</a>
    SHARONMARIA030
  • Addressing the risk

    The risk is at :<br>1) Budget overflow with change requests.<br>2) Refining your requirement during project execution phase and you have already signed the Requirement document.<br>3) Business-IT communication Gap<br>4) Experiencing for first time at UAT stage<br><br>The best is to enable application test drive as soon as possible so that architects, testers, developers and end users can experience. <br><br>
    http://www.10screens.com
    Abinasha
  • Offshore outsourcing Low Budget

    There is super benefit is that, IF you have have low budget for project, you can accomplish by offshore outsourcing the project, even if you don't have technical setup.

    Faisal
    Gensoftgroup.com
    gensoftgroup
  • 10 jobs in highest risk of outsourcing

    An article about what jobs are at the highest risk to be outsourced: http://screenshotmonitor.com/blog/10-jobs-in-highest-risk-of-outsourcing/
    Ruslan Sudentas
  • Critical Mistakes Companies Make When Outsourcing

    Thank you for your article. I found it thoughtful and insightful. We have been doing outsource software development for over a decade and have 11 development centers around the world (i.e. 4 US, 5 Central European, 3 Latin America). Our experience is that while outsource has many advantages it is best to approach how to set it up with some caution. Here is the an article on critical mistakes to avoid:

    http://www.neubloc.us/case-studies/white-papers/critical-mistakes-companies-make-when-outsourcing

    Thank you,

    Armando Viteri
    CEO
    Neubloc
    aviteri
  • Risk and Return Theory

    As you pointed, outsourcing has risk but it has high return. From small business to a large business can be benifited through outsourcing. As we are running an outsourcing company Sofos Softwares in Nepal, our client are happy with us. However company should be careful while selcting their offshore partner. To have better ideas on effective outsourcing you can read this post http://www.wikihow.com/Outsource-Your-Web-Development-Project-Effectively
    vaghawan
  • Risks of outsourcing

    The perception of dependency on the external service provider is often seen as an important risk for organizations. CIOs also name contractual obligations are the main barrier to outsourcing, while in the UK company culture combined with an unwillingness to relinquish control were the main inhibitors. In particular, heads of IT in public healthcare and the software industries are most likely to decline outsourcing because they feel more in control if they manage the infrastructure themselves.
    Read more: http://www.inp-software.com/blog/marina/ict-industry-europe-outsourcing-fuels-business-growth
    Marina-INP