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Predictability of quality, delivery, and cost of service also has a direct effect on customer satisfaction. A perfect example of this is the fast food industry. How many times have you gone to your favorite fast food franchise expecting to get predictable quality, service, and price, regardless of the location? It's the same with any good or service: Customers expect predictability. Predictability is a point to be driven home with your outsource partner. Specific metrics need to be established around what you define to be "predicable," and your outsource provider needs to be measured against them. This will ensure that your vendor will staff the assignment appropriately.

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