Customer satisfaction through order fulfilment is an important goal for organizations. In order to improve their relationship with customers, companies are outsourcing their less core activities to TPL firms. Outsourcing is not a new phenomenon in the business world of today. The need to focus on their core competence has caused many firms to outsource their non-core activities to other firms. Outsourcing occurs through contracts and in some cases; the contract is terminated before it reaches maturity in situations when the seller of the service is not performing well. As a result the activity outsourced is brought back to be performed in-house. Bergsala AB is one such company that has outsourced its warehousing to Holship AB in order to focus on its core competence. But Holship’s performance does not satisfy Bergsala. As a result, Bergsala considers termi-nating the contract with Holship with the aim of performing it by itself.

Purpose: The purpose of this study is to identify and analyze the outsourcing process and to examine how the outsourcing affects Bergsala’s effectiveness in this process.

Methodology: The study has been conducted by using the qualitative research ap-proach. The collection of empirical data was through the interview guide approach in which we used meetings and telephone interviews with people representing Bergsala, Holship and customers of Bergsala. We also used observations to map the processes at Bergsala, Holship and Bergsala’s transporter Posten AB.

Analysis: We analyzed the empirical data by using relevant theories about outsourcing, order fulfilment and customer service.

Conclusion: From the data analyzed, we drew conclusions that outsourcing affects, both positively and negatively, the effectiveness of Bergsala. The positive effects in-clude possibility to focus on core, transparency and improved delivery service; while some of the negative effects are decreased level of customer service and increased costs. We also gave criticisms based on how the outsourcing process was executed, and ad-vises on how to improve on the relationship.