My Views on Successful outsourcing

1. WHAT ARE THE KEY FACTORS IN LEADING AND
MANAGING A HIGH-PERFORMING CONTRACT
OUTSORCED BUSINESS?
PRESENTED BY
HAMISH SINCLAIR

2. Customer
Customer
Customer

3. Understand the Needs of the customer(s)
Needs are not necessarily the same as their Wants

4. Understand the needs of all stakeholders.
Internal as well as External

5. 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

6. Remember!!
The purpose of outsourced services is to deliver better
services at a lower cost
i.e. Better Value for Money

7. 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

8. 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!

9. What Gaps do we have?
People
Processes
Expertise

10. • 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.

11. BEFORE

12. AFTER

13. CLOSING THOUGHT
You see things and say;
Why?
I dream things that never were and say;
Why Not?
George Bernard Shaw.

14. Thankyou.