Gartner Research

Critical Practices for Success in Outsourcing Communications

Published: 10 June 2019

ID: G00403680

Analyst(s): Eser Rizaoglu , Armin Deuter


A CHRO’s failure to effectively communicate and consult with staff about the decision to outsource can jeopardize the success of an outsourcing project and potential cost optimization benefits. Follow these critical practices to foster staff trust and overcome resistance to change.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Keeping Outsourcing Plans a Secret or Not Communicating All the Facts Can Create a Climate of Uncertainty, Fear and Mistrust
    • Address People Issues From a Strategic Perspective
    • Consider How Management and Business Unit Stakeholders Will React
  • Outsourcing Often Leads to Lowered Workforce Morale as Staff Resist Change Due to Lack of Knowledge/Skills Needed to Change
    • Know Why Staff Resist Change
    • Train and Reward Staff to Overcome Resistance to Change
  • Failure to Communicate the Benefits and Realities Increases Reluctance to Change, Leading to Slower Realization of Outsourcing Impacts and Outcomes
    • Understand What Staff Want to Know and Engage in Two-Way Communication
    • Identify the Who, What and When of the Communications Plan

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