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WHAT ARE THE KEY FACTORS IN LEADING AND MANAGING A HIGH-PERFORMING CONTRACT OUTSORCED BUSINESS?
PRESENTED BY
HAMISH SINCLAIR
Customer
Customer
Customer
Understand the Needs of the customer(s)
Needs are not necessarily the same as their Wants
Understand the needs of all stakeholders.
Internal as well as External
The customer is Not always right!!
In fact, in the business of out sourced services they are
quite often wrong!
i.e. we outsource non-core activities to organisations for
whom they are core activities
Remember!!
The purpose of outsourced services is to deliver better
services at a lower cost
i.e. Better Value for Money
What is our Value?
Technical Expertise
Economies of Scale
It’s Our Core Business!
Success comes from marshalling and managing our resources to exceed customer expectations
Success comes from Careful Planning and Detailed
Measurement
Where Do We Want To Get To?
Where Are We Now?
Then we can construct a map showing
How Are We Going To get There?
Then Designing Appropriate SLA’s, KPI’s & Metrics that
show that we have got there!
What Gaps do we have?
People
Processes
Expertise
• Summary
• Understand the customers needs
• Understand the key drivers for all stake holders
• Understand the strengths and weaknesses of the business
• Create an action plan
• Gap Analysis
• Execute.
• Review.
BEFORE
AFTER
CLOSING THOUGHT
You see things and say;
Why?
I dream things that never were and say;
Why Not?
George Bernard Shaw.
Thankyou.