Effective relationship management in outsourced projects

This presentation focuses on the importance of effective relationship management in ensuring high levels of client satisfaction in outsourced projects. It reports some of the findings of research undertaken as part of a project funded through the APM Volunteer Research Fund 2014-2015.

A framework for project outsourcing which places relationship management in a wider context and agency theory is used to explore causes of failure in outsourced projects related to relationship problems between client and supplier(s). Four cases of projects with varying levels of reported client satisfaction are discussed and some recommendations for effective relationship management are proposed.