Outsourcing field engineering to a specialist partner

In the final instalment of our series on outsourcing field engineering services, we explore the practicalities of outsourcing to a specialist partner and the importance of managing the process through TUPE (Transfer of Undertakings Protection of Employment) regulations.

Whether you are outsourcing field services for the first time or transferring them from another provider, the process requires careful planning, seamless onboarding, and close collaboration to ensure success.

At Qcom, we emphasise a structured approach that prioritises exceptional customer experience through frictionless implementation and ongoing collaboration.

Qcom’s approach to outsourcing field engineering

Outsourcing field engineering places your brand and reputation in the hands of your provider. Qcom understands the trust this requires and has developed a robust framework for successful outsourcing. Based on the BS11000 standard for collaborative business relationships, Qcom’s approach focuses on driving value creation through partnership and continuous improvement.

1. Formulation Phase

Qcom begins with in-depth, exploratory discussions to understand your requirements and identify areas for improvement. This leads to a detailed scoping document and the formation of a joint project team. With executive sponsorship at the helm, Qcom and the client align on strategies, key performance indicators (KPIs), and shared objectives.

What to expect:

• Scoping the project and identifying business goals
• Building an objectives-based strategy and risk plan
• Agreeing on a framework agreement (including HR provisions if TUPE applies)
• Mapping milestones, deliverables, and resources for the project

At this stage, clear and open communication ensures alignment between Qcom and your internal teams, building a strong foundation for success.

2. Implementation Phase

With the strategy in place, Qcom manages a structured implementation process tailored to your business. This phase may involve a phased rollout, a pilot program, or a full switchover to ensure minimal disruption to service delivery. Key elements include:

• Onboarding meetings to confirm service support priorities and training schedules
• Sharing training materials and technical documentation
• Running pilot projects to identify gaps, optimise processes, and validate assumptions
• Pilot projects enable Qcom to fine-tune processes and confirm KPIs before a full-scale launch, ensuring confidence and readiness.
• Developing a Statement of Work (SOW) and a Relationship Management Plan (RMP), which become the blueprint for the ongoing partnership
• Field engineers undergo comprehensive training, not only on your technology but also on your brand values and customer expectations. This “train-the-trainer” model ensures consistency across Qcom’s engineering network.

3. Engagement & Review

Once services are live, Qcom prioritises engagement and performance monitoring to drive continuous improvement. Weekly or monthly review meetings ensure that outcomes align with the original objectives outlined in the RMP. Benefits of engagement and review include:

• Real-time performance tracking and alignment with KPIs
• Opportunities to identify and implement process improvements
• Annual reviews to ensure evolving business needs are met

Through this structured engagement, Qcom builds a close and collaborative relationship with clients. The result is a partnership that goes beyond traditional white-label service contracts, delivering ongoing value creation, process optimisation, and waste reduction.

The importance and practicalities of TUPE

Outsourcing field engineering often involves the transfer of employees under the Transfer of Undertakings (Protection of Employment) Regulations 2006 – commonly known as TUPE. While some view TUPE as a hurdle, it is, in reality, a valuable mechanism that protects employees’ rights and ensures business continuity.

At Qcom, we have successfully implemented countless outsourcing projects involving TUPE and understand how to turn this perceived challenge into an opportunity.

When an organisation outsources its field services, employees delivering those services may transfer to the outsource provider under TUPE. This legislation ensures that employees retain their existing terms and conditions of employment during the transfer.

By approaching TUPE with a well-structured and consultative process, Qcom delivers a smooth and efficient transition for all parties involved. There are benefit for all parties.

For the outsourcing company (seller):

1. Reduced costs: TUPE allows businesses to reduce headcount and associated liabilities without redundancy costs. Once the transfer is complete, the new provider assumes all employment responsibilities.
2. Business continuity: Employees’ skills and expertise are retained, ensuring no loss of capability during the transition.
3. Morale preservation: Unlike restructuring through redundancies, TUPE preserves team morale, which is essential for long-term productivity and engagement.

By leveraging TUPE effectively, outsourcing companies gain cost savings without sacrificing quality or service delivery.

For Employees:

1. TUPE’s original purpose is to protect employees’ rights during business transfers. Beyond this legal protection, employees often experience significant benefits when joining a specialist field service provider like Qcom.
2. Career opportunities: field engineers benefit from joining a larger, service-focused organisation where field engineering is the core function. This creates pathways for professional development into supervisory or managerial roles.
3. Job satisfaction: Working in an environment where service delivery is the primary focus fosters greater engagement and alignment with company culture.

By providing employees with transparency and support throughout the transfer process, Qcom ensures that teams remain motivated and productive.

For the outsource provider (buyer):

Contrary to misconceptions, TUPE brings significant advantages for the service provider:

1. Skilled, delivery-ready field engineering teams: Transferring employees already possess in-depth knowledge of the technology, customers, and processes, ensuring a seamless transition.
2. Faster integration: Existing employees help bridge cultural and operational gaps between the outsourcing company and the provider, speeding up the journey to a true collaborative partnership.
3. High motivation levels: Employees who are treated fairly and transparently during the TUPE process remain committed to delivering exceptional service, which is critical to Qcom’s success.

Ensuring success with TUPE

Drawing on all this experience, we believe that the key to successful outsourcing lies in embracing both the spirit and letter of TUPE. Practical steps for managing TUPE include:

1. Early legal advice: Confirm whether TUPE applies and assess its implications through comprehensive legal due diligence.
2. Clear project leadership: Appoint senior decision-makers with the authority to drive the process forward and meet deadlines.
3. Employee-centric approach: Engage and communicate with employees throughout the process to maintain trust, transparency, and morale.

By managing TUPE efficiently, Qcom unlocks advantages for all stakeholders—helping businesses transition smoothly, protecting employees, and delivering immediate and long-term benefits for clients.

Conclusion

Outsourcing your field engineering services to a specialist partner like Qcom requires rigorous planning, seamless onboarding, and collaborative management. By following a structured process and leveraging the benefits of TUPE, Qcom ensures a smooth transition that enhances service delivery, reduces costs, and unlocks ongoing value.

For businesses considering outsourcing, Qcom offers a proven framework for success, delivering exceptional customer experiences while preserving the expertise and commitment of existing teams.

If you’re ready to explore how field service outsourcing could benefit your organisation, visit our contact page and speak to Qcom today.