Tackling the challenge of transition phases with KAIWA

How to steer the critical success factors of human interaction

Authored by: Erik Wende , André Mertel

The Routledge Companion to Managing Digital Outsourcing

Print publication date:  July  2020
Online publication date:  July  2020

Print ISBN: 9781138489370
eBook ISBN: 9781351037785
Adobe ISBN:


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Outsourcing is an intensive task for all parties involved. A few critical factors can decide upon failure or success – especially during the transition phase itself. We see the people and their capabilities within the outsourcing phase as the key to success. It is therefore crucial to analyze personality, knowledge and qualifications of involved people on both ends of a transition project. This chapter illustrates a method for managing challenges that emerge around the human interaction, as well as the matching and transfer of qualification and knowledge, taking into account the roles and the personalities within any given transition phase. Without losing focus on the key goal: a transition is successful when the service carried out by a provider is as good or better than before via in-house workforces.

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