Never-outsource checklist: 20 checks before you hand over

Key takeaways

The never-outsource checklist, the GBL Never-Outsource Checklist, is 20 yes or no checks in five groups of four, one group for each of the five A's: accountable, advantage, authority, access and asset. Run it before handing over any process. A score of 16 or more means you are ready; 12 to 15 means fix the weakest group; under 12 means stop and redraw the split.

• 20 checks in 5 groups: accountable, advantage, authority, access, asset.
• 16 or more: ready to hand over the admin safely.
• 12 to 15: fix the weakest group first.
• Under 12: redraw what stays and what moves.

Accountable: are your duties covered?

Legal duties stay with you, so check they are still met.

• Every legal duty in the process has a named internal owner.
• A processor contract is in place where personal data moves.
• You can retrieve records on demand.
• Regulatory notifications, if needed, are planned.

• Which business processes should you never outsource?
• You can outsource the work, never the accountability

Advantage: is what makes you different protected?

Check the work customers choose you for stays yours.

• Steps customers choose you for stay in-house.
• Your methods are documented and owned by you.
• Key customer relationships stay with named staff.
• Brand voice and service standards are written down.

• Your core service: should the thing you sell stay in-house?
• Service standards: you set them, a provider meets them

Authority: do decisions stay with you?

Check that money, prices and people decisions are still yours.

• The provider cannot approve or release payments.
• Discount, refund and credit limits are written.
• Escalation triggers and response times are agreed.
• Red lines are in the contract and work instructions.

• A decision rights matrix for outsourced work
• Outsourcing red lines: write them down before you sign

Access: do you hold the keys?

Check accounts and data stay in your control.

• Master admin accounts are in the company's name.
• The provider uses named, limited logins.
• Bank mandates list only your people.
• You can export your data at any time.

• Admin accounts and master passwords: never hand them over
• Customer data: always own the list

Asset: will knowledge stay with you?

Check you will not become dependent on the provider.

• Processes you keep and move are documented.
• An intelligent client can judge the provider's work.
• Intellectual property created is assigned to you.
• An exit plan exists before you start.

• The intelligent client: know enough to manage a provider
• Document the processes you keep, not just the ones you move

What does this look like in practice?

A pattern we see: businesses score well on authority but poorly on access, because agencies and former staff still hold admin accounts. Fixing those four access checks usually takes a few days and lifts the score into the ready band.

• See client work
• BPO Solutions for UK businesses

How to run the checklist

• Pick one process you plan to outsource.
• Answer all 20 checks yes or no.
• Total the yes answers.
• Fix the weakest group if you score 12 to 15.
• Re-run the checklist before go-live.

• What a recruitment agency should never outsource
• A keep list: record what stays in-house and why

Next step

Run the 20 checks on the next process you plan to outsource, and note which group scores lowest.