In this election year, as the U.S. economy continues to
sputter, many media outlets and politicians are embracing the
protectionist cry against offshore outsourcing, or offshoring. Business
leaders need to be alert to the many sides of the issue, but they should
not base operational decisions with important long-term payoff potential
on the latest hot-button headline in a political campaign.
The
ascent of the global workforce into the white-collar economy has brought
new opportunities for expansion and cost cutting to U.S. companies. It has
also brought considerable risk. It is impossible to eliminate all risk
from business relationships, of course, but it is possible to reduce your
risks by understanding the differences between offshoring and work
performed domestically.
The first thing a company must do to ensure
a smooth transaction is manage the offshore rhetoric. To do so, you must
be prepared to make a reasoned, fact-based case of your offshoring efforts
if a backlash should emerge. A decision to offshore should be based on a
sound business case; it should consider productivity gains, quality
improvement, and cost savings. Many organizations are finding that
offshoring not only makes them more competitive but also frees up
resources to invest in emerging technologies and innovation, with the side
benefit of creating more jobs.
Much of the negative offshoring
information proffered by the media and politicians is incorrect or
misstated. Organizations should avoid such passion-based influences and
focus on key financial, market, and strategic inputs. In addition to
arming executives with accurate information, organizations need to pay
close attention to offshoring-related legislation making its way through
Congress. In fact, much of the pending legislation on Capitol Hill is
politically driven and intended to make offshoring less attractive by
instituting tougher privacy laws and auditing procedures. If passed, many
of these rules will likely erode anticipated savings from offshoring;
however, they are unlikely to stop the rapid push to offshore. The bottom
line is that many of the operations being offshored are better performed
and delivered outside the United States.
Once the decision has been
made to go offshore with some of your organizations operations, an
entirely new set of concerns emerges. These exist at the contractual
level, and they have a direct impact on the success of your outsourcing
efforts.
First, since offshoring is a global effort, you must build
a global deal. Simply copying the boilerplate domestic-contract language
and pasting it into a new offshore-outsourcing agreement will not suffice.
With offshoring, managing clients through performance-based contracts is
more critical than ever. You need to ensure you are going through the same
due diligence with an offshore partner contract that you would with an
onshore firm.
As in any new industry, flexibility is key, so your
offshoring contracts should allow some flux. Your needs and your service
providers abilities may change over the course of the agreement. The
geopolitical environment may change. The host country may enact strict
measures that negatively affect your companys financial health. Be sure
to include—and carefully word—exit clauses, termination agreements, and
the performance-based metrics by which you will measure success.
Of
course, success is a lot easier to come by when you have planned for
disaster. And since offshoring is such a new phenomenon in the universe of
white-collar employment, you must plan for all worst-case scenarios.
Snafus will ensnare. Hiccups will disrupt. And your trip from point A to
point B will likely not be a straight line. In these early stages,
managing your offshoring efforts is in large part about mitigating
risks.
One major risk to assess and mitigate is the legal risk
offshoring presents to your organization. Your IT-outsourcing contract
should contemplate how cross-boundary disputes will be resolved.
Offshoring is a new delivery model that both U.S. and foreign-based
service providers are leveraging. As such, even when contracting with a
U.S. service provider, services could be performed overseas and your data
could be moved to a country with no way for you to get it back or to
prevent further dissemination. Moreover, a foreign jurisdiction likely
will not enforce your U.S. judgment or restraining order.
Further
complicating this problem is the fact that different countries have
different positions on enforcement of contract terms, such as limitations
of liability caps, the award of damages for IP infringement, or disclosure
of confidential information. In order to mitigate contract-enforcement
problems, it is advisable to offshore only to signatories of the United
Nations Convention on the Recognition and Enforcement of
Foreign Arbitral Awards. This 1958 international agreement
established a list of countries that agreed to honor arbitration decisions
reached in the U.S. Businesses that outsource to these signatories will
have better success at enforcing outcomes from arbitration and may avoid
having to pursue litigation in the offshore country.
Another
strategy to eliminate some offshoring unknowns is to work with an
established service provider that has a solid delivery track record and is
based in a friendly government. To date, India-based providers have been
at the top of list. As such, it is critical to manage the use of
subcontractors and affiliates that may be located in countries that do not
adequately protect intellectual property, such as China and those in
Eastern Europe.
Monitoring where your work is performed is of
enormous importance to firms considering offshoring. Require the service
provider to obtain prior written approval of any change in service
location or movement of data to a subcontractor or other affiliate.
Research shows that India, Ireland, and Canada possess strong records of
intellectual-property protection, government support, and infrastructure
support. The records of Israel and the Philippines are mixed, while China
and Russia are not recommended for offshoring at this time. Of course,
this is not to suggest that China and Russia dont have strong delivery
capability, but their current legal and business systems arent mature
enough to manage the risks of data protection.
Time and history are
on the side of offshoring. It is already here, and its growth is
unavoidable. Near-term legislation and public hysteria may delay the
initial speed of offshoring, but it is not likely to stop global free
trade and the business exploration of transboundary capabilities. Because
this latest flavor of outsourcing is still a new phenomenon, businesses
must pay close attention to the issues mentioned above when drafting
offshoring contracts. Focusing closely on these details now will not
eliminate the media storms surrounding offshoring, but it will greatly
improve your organizations opportunities to reap the benefits that a
well-prepared offshoring effort can offer.
Kevin Parikh leads the contract development team for Gartner’s
Global Strategic Sourcing practice. He specializes in IT and BP
outsourcing contract and service-level negotiations, strategic
management, business-risk evaluation, and software licensing, both
onshore and offshore.