ABSTRACT
There are many outsourcing models that suppliers and clients can use and they all have advantages and disadvantages. Single-sourcing remains popular in many organisations and in many situations. Indeed in some areas National Rail Enquiries (the organisation I hold up as having a multi-sourcing strategy that has helped it achieve success) has dropped the number of suppliers. Specifically in the call centres the reduction in call volumes has led to a reduction in suppliers down to one, although they do still multi-source as they have some of the services around the call centre operations (including communications and journey planning software) contracted with other suppliers. As can be seen you should be prepared to look at different sourcing strategies should the need arise.
However it is widely recognised that one of the most popular trends in outsourcing is the move to multi-sourcing, which has been a key factor in the success of National Rail Enquiries. It is this model that I will discuss in the next chapter.
