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Part of the Achievo Executive Vignettes Series. Nestor Cruz, President of Achievo North America, talks about the future of North American companies offshoring in China, and approaching outsourcing from a mature and strategic point of view. He also discusses the company’s ITSM services. Achievo Corporation provides Global Software and IT Services Outsourcing. www.achievo.com

What Outsourcing Clients Expect

If there was a magic formula that would meet clients’ expectations, than certainly every outsourcing company out there would like to have it.  But every client is different from one another, and one can only discern what a particular client wants by actually talking to and discussing a project with a client and by keeping sure that the communications lines are open between them.

However, it is possible to determine what the general expectations are and derive your own formula for making sure that clients’ meets and wants are met.  These criteria will help you know how to market yourself and your services towards a prospective client.

A study in Germany by Prof. Helmut Krcmar and Dr. Stefanie Leimeister of the Technical University of Munich suggested 4 groups of prospective clients:  The business-efficiency clients, cost-conscious small shoppers, strategists and innovation seekers, and IT excellence and reliability clients.

Business-efficiency Clients

Business-efficiency clients are usually the big companies who employ more than 5000 people, with revenues amounting well into the billions.  They come from varied types of industries, including banking, insurance, and the finance industry.  These types of clients are service-oriented.  They expect flexibility as well as quality improvement.

Cost-conscious Small Shoppers

These types of clients are focused on cost reduction, and could be mid-size to bigger companies with about 2000-5000 employees.

Strategists and Innovation Seekers

These companies are from the automobile industry, engineering, and the public sector.  These are the small to mid-sized companies with under 2000 employees.  What these companies expect are IT and service innovations, joint product and service development, knowledge transfer from the provider, and access to qualified personnel.

IT Excellence and Reliability

IT focus, including better and modern information technology and cutting-edge technology, as well as business focus (quality improvements, risk avoidance, and quality personnel) are what companies of this type expect from an outsourcing firm.  Companies that belong to this type typically belong to the manufacturing industry and employ a staff of 500 or less.

While these results are from the study conducted from German companies, one can still see what the basic expectations are of companies in certain industries.  More studies are planned in other countries, and hopefully information that can be obtained from those studies be helpful for the outsourcing industry and allow them to provide better service to their clients.