Outsourcing - The Impact On Documentation Systems

Two Parallel Universes
Your organization probably runs in two parallel universes simultaneously – (1) the official organizational structure , which adheres to most policies and processes whenever possible. In this universe, the required people are generally in the loop on decisions, documents are distributed on time via the official channels, etc. (2) the unofficial organization and processes which are driven by relationships, physical proximity, knowledge and skills, power, personalities, expediency, etc. It is this second organization that often gets things done in the crunch – cutting through the bureaucracy and red tape. It is this informal organization that often gets thing done when meeting deadlines is more important than following the established and required processes.

This Is Outsourcing
Outsourcing is the shifting of intellectual and mechanical responsibilities for tasks (not decision making) to an outside entity. This entity is an organization and a separate company, with its own staff. This could be across town or around the globe. Your organization sets the rules, guidelines, milestones and pays for the work. The case for outsourcing is based on efficiency, cost savings, lack of in house staff, time, etc.

Here's the issue: The relationship with the outsourcing vendor is more formal, rigid/structured, physically distant, etc. Therefore to function well, it depends more on “(1)”, the official organization , and therefore on the documents, which facilitates the relationship.

Also there may be cultural differences which value direct meetings more highly than documentation, requiring that the role of documentation be re-evaluated and modified. For example, when outsourcing to India , this is especially true.