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Sharing the Risk

Share the risk with your outsource provider, both from a reward and recognition perspective as well as from a remuneration perspective. If you're meeting or exceeding your goals and expectations, make sure that accolades are shared appropriately! On the flip side, there needs to be an "or else." Failure of your outsource partner to meet any of the established service levels or metrics must result in a penalty (whether dollars or services) of some predefined type. This in my opinion is the definition of a true partnership, and it must be a partnership if it's going to succeed!

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