OUTSOURCING-USERS.COM

Get a better deal from outsourcing

The resource for the victims of outsourced services and call centres - their users. User-centred design is possible and - in fact - well-established. To find out more, click here. The way we are now. The unfortunate state of most outsourcing and call centres just now. The trouble with Service Level Agreements (SLA's);. Why they have little chance of being helpful to the client organisation's business. Electronic Service Delivery for e-government. How a user-centred approach can be made to work. We need t...

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Get a better deal from outsourcing | outsourcing-users.com Reviews

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The resource for the victims of outsourced services and call centres - their users. User-centred design is possible and - in fact - well-established. To find out more, click here. The way we are now. The unfortunate state of most outsourcing and call centres just now. The trouble with Service Level Agreements (SLA's);. Why they have little chance of being helpful to the client organisation's business. Electronic Service Delivery for e-government. How a user-centred approach can be made to work. We need t...

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Get a better deal from outsourcing | outsourcing-users.com Reviews

https://outsourcing-users.com

The resource for the victims of outsourced services and call centres - their users. User-centred design is possible and - in fact - well-established. To find out more, click here. The way we are now. The unfortunate state of most outsourcing and call centres just now. The trouble with Service Level Agreements (SLA's);. Why they have little chance of being helpful to the client organisation's business. Electronic Service Delivery for e-government. How a user-centred approach can be made to work. We need t...

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outsourcing-users.com

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outsourcing Templates

http://www.outsourcing-users.com/docs/html_outsourcing/index.html

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Why SLA's don't work

http://www.outsourcing-users.com/docs/SLA_failure.htm

Why Service Level Agreements (SLAs) don't work. Don't get hog tied by cowboys. Why User Needs are not included in most SLA's, and how to get them included. Quis custodiet ipsos custodes? Who shall guard the watchman. Some problems are given here under the following headings:. The creation of an SLA and a break in the flow of business;. Who writes the SLA;. Who monitors the SLA;. The nature of service being agreed;. The creation of an SLA. Who writes the SLA? Alternatively, the customer could bring in a c...

3

Why outsourcing will get worse

http://www.outsourcing-users.com/docs/getting_worse.htm

Why things will get worse:. The forces moving against Quality In Use (usability). Why User Needs are going to get even less consideration in the future operation of call centres, outsourced IT, and other Business Process Outsourcing. Things are going to get worse. The poor standard of usability we 'enjoy' now is going to deteriorate further. The reasons for this are as follows:. The customers look set to outsource more complex processes with more demanding interfaces. The technology is going multi-modal.

4

Why usability isn't considered

http://www.outsourcing-users.com/docs/current_problems.htm

The way we are now:. No real consideration of usability. Why User Needs are not considered in the operation of call centres, outsourced IT, and other Business Process Outsourcing. There are a number of reasons why usability is not considered in outsourcing, leading to the users getting whatever they are given. The absence of the principles of Human Centred Design (HCD). The lack of consideration of context of use. The lack of any real user requirements (see also the discussion on SLA's).

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Get a better deal from outsourcing

The resource for the victims of outsourced services and call centres - their users. User-centred design is possible and - in fact - well-established. To find out more, click here. The way we are now. The unfortunate state of most outsourcing and call centres just now. The trouble with Service Level Agreements (SLA's);. Why they have little chance of being helpful to the client organisation's business. Electronic Service Delivery for e-government. How a user-centred approach can be made to work. We need t...

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