The link between company culture and IT outsourcing success.

Company culture plays a critical role in the trajectory of a business – and that’s never been a truer sentiment than in today’s employee-driven market.

For organisations that choose to outsource their IT needs in any capacity – whether wholly or partially, as a means to preserve precious internal resources and protect costs – the need to align the values and beliefs of a wider collective can become a challenging task. But positive collaborations and homogenous lines of thought can make the all-important difference between the success and failure of a project.

Although the decision to outsource is primarily made on rational factors, such as having an already-stretched team in the gear up for growth, culture is an aspect that is increasingly making its way into the decision-making process. If tackled strategically, this could result in a team of empowered employees who communicate openly with customers and leadership teams, operate with confidence and autonomy, strive for continuous improvement, and drive the business forward.

So, how can organisations ensure internal and external IT technicians work harmoniously? The Central team is here to give you a whistle-stop rundown.

Remove any layers of insecurity.

One of the most common misconceptions of outsourced IT support is that external managed providers are here to take jobs from the in-house team – which couldn’t be further from the truth. And in maintaining this line of thought, firms risk restricting their capabilities and limiting serious growth potential, productivity, and cost efficiencies across the board.

While it’s only natural for employees to ponder their position in the event of a new appointment, the role of the manager is to remedy this situation by scoping out the perfect match, suitably dividing workload between internal and external supports, and consciously managing change.

Involve employees at all levels.

The optimal outsourcing arrangement involves the commitment of an entire team, not just a C-suite decision-maker who has little to no involvement in day-to-day operations at HQ. Only by being completely transparent, and seeking the opinions of the entire collective, can organisations mitigate the risks of resistance.

Giving employees time to understand a potential IT partner – including the role they will play at augmenting resources – and inviting the opportunity to have input on their suitability will not only have a significant impact on culture, but it will also strengthen the position of the manager.

Acknowledge culture at the vendor selection stage.

Although it’s never too late to cut ties with something that’s not the right fit during any part of the outsourcing process, the best use of time and money would be to focus on culture from the get-go.

By bringing operational teams together to compare values, expertise, and communication styles, you can immediately formulate a picture of how fruitful a relationship will be. That’s not to say everyone needs to be a carbon copy of one another, just that they should complement one another as much as possible.

As an extension of your in-house team, cultural fit is an integral component of IT outsourcing success because it acts as the driver of engagement, performance, and productivity.

Employees who identify more with their company experience greater job satisfaction, happiness, and performance, are more committed to their role, and are more likely to stay with their organisation. And in such a difficult time for recruitment, retaining top talent is essential.

With all that in mind, in our quest for achieving an open culture, at Central we value:

• Honesty and integrity
• Curiosity and passion
• A hard-working ethic
• Care and compassion
• Measurability

While this guidance is not exhaustive – not least because organisational culture is relative from one team to the next – these practices should contribute significantly to IT outsourcing success.

Whether you’re outsourcing a single project or ongoing technical need, be sure to consider the interests of your existing employees – as well as commercial objectives – before making any signed-and-sealed decisions.

If you wish to exchange your own experiences or discuss more about the link between company culture and IT outsourcing success, please get in touch with one of our specialists. And don’t forget, you can catch updates from the Central team over on LinkedIn and Twitter too.