IT outsourcing is an important part of many companies’ strategies, but it is not easy to get right. In particular, both customers and service suppliers have problems building a relationship, which can bedevil the success of an outsourcing contract. Why does this happen? FT Digital Business explored this issue in a discussion panel with PA Consulting Group, that lead to a series of articles in the supplement on April 12, May 10 and May 31. All the articles are here, along with the full transcript and links to a subsequent online “Ask the Expert” discussion panel.

The original discussion was based on issues emerging from PA’s recent global survey of attitudes to IT outsourcing, in which customers, outsourcing service suppliers and lawyers were interviewed. It is believed to be the first time all three sides have participated in the same study.

To mirror the study, PA invited customers, suppliers and lawyers to the panel discussion, held on March 15. Members of the panel were:

Clients: Ron Jarman, global head of procurement at Reuters; Ben Wishart, group IT director, Whitbread

Supplier: Ian Roy, business development director, Capgemini UK

Lawyer: David Hamlett, partner at Wragge & Co

PA: Jonathan Cooper-Bagnall and Fons Kuijpers, members of PA’s management group

FT: Andrew Baxter, senior writer, Special Reports Department

Introduction

Misunderstanding and mistrust bedevil contracts

Analysis and transcripts

How to avoid making schoolboy errors
- Full transcript

Compensation no substitute for understanding
- Full transcript

Managing the relationship
- Full transcript

Online discussion panel - Click here