Koncepcja "aktywnego klienta" w informatycznych kontraktach outsourcingowych
The Notion of "Active Customer" in it Outsourcing Contracts
W artykule przedstawiono i omówiono wybrane aspekty informatyczne umów outsourcingowych mających związek z wprowadzeniem do nich stanowiska aktywnego klienta.
From time to time media and professional papers bring up examples of spectacular failures of IT outsourcing agreements. The multi-million contracts break off and giant international companies are bringing their IT services back home (e.g. General Motors recently). One of the main reasons leading to such disastrous failures are poorly prepared or makeshift contracts, seeking quick and easy cost savings. This paper presents the concept of so called "Active Client" (also known as "intelligent customer"), which, included into outsourcing contract, should prevent most of the common failures found in many agreements of that kind. The concept in question is based on an assumption, that it is the client who should control the execution of the outsourcing contract and should have to his disposal the proper and strong means to perform these controls. Primarily it should be via a contractual body called Contract Agreement Council, chaired by client. The Council in question should decide on strategy, plans and innovations involved in related processes. It is up to that Council to evaluate supplier's performance and its quality of service, and also to recommend future strategy to the upper management of client's organisation. This paper does not insist the concept of Active Client will make every outsourcing contract a success, instead it says the contracts without this concept included are more prone to failure. The paper also says many other numerous requirements are also to be met, to bring the outsourcing contract as a whole to the level desired. The additional effort spent on including Active Client concept into outsourcing contract would bring multiple benefits while executing such a contract, and running it smoothly to the satisfaction of all parties involved. However, should those parties fail to exploit this concept in practice, most of the effort put to include it into the contract in the first place, will simply be wasted. (original abstract)
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