Setting up the Governance is one of the key tasks during the Transition phase of all Outsourcing projects. Usually, this task starts in the final stages of the sales phase, when the customer is asking who from the presenting team will be part of the delivery team. Ideally, this question is answered by the provider earlier by getting the right team in front of the customer as early as possible.
So what is the right answer? It is clear that not all persons involved in the sales will also be part of the delivery team, but on the other side, the customer has a valid interest in getting to know those persons that will be their key contacts during the years to come.
A good Governance structure that takes into account the various management levels needed, and that provides a clear escalation path will help to sort out for the client, who from the supplier organisation will work with whom on the customer side.
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