Governance
One of the most critical success factors in outsourcing services to a third party is the management and governance of the relationship between the client and supplier. This typically requires new approaches, processes, focus, and skillsets.
Client staff and management are used to resolving problems and issues directly. In the outsourced relationship, the client must leverage the supplier to resolve the issue. It is important for the client to refrain from micromanaging the supplier. In order to change the behavior and culture, a formal approach to change is required to implement and reinforce the change. A new focus on metrics, service levels, accountability, planning, and negotiations affect the way client personnel interact and track success with the supplier.
We have developed detailed processes to provide a foundation for formalizing the governance team. We bring experience in assisting clients with implementing those processes and adapting them to each specific situation. Our process diagrams and text templates provide a jumpstart and effective on the job training for team members.
Our goal is to make the client self-sufficient in managing the supplier, however, we support our clients on an ongoing basis and can provide issue resolution, periodic checkpoints, and training to the governance team. We provide an independent voice during disputes and strive to maintain and enhance the relationship between the client and supplier.
We offer flexible delivery options from on-site, hands on to on-call advisors. Give us a call or send us an email and we will discuss your situation.