growing pains? - sig

What You Can Do Now to Improve Your

Provider Relationships

Growing Pains?

Time Warner

Alan ArensonDirector, Global IT Workforce Management

Enlighta

Nipun SehgalCEO and Co-Founder

sig.org/summit

http://www.sig.org/eval

Growing Pains? What You Can Do Now to Improve Your Provider Relationships

Alan ArensonDirector, Global IT Workforce ManagementTime Warner [email protected]

Nipun SehgalCEO and [email protected]

2CONFIDENTIAL Time Warner Inc & Enlighta Inc. Express permission required to reference or use

Agenda and ApproachThis session will present the real-world, immediately implementable solutions that will make a significant difference in complex, multi-provider/client stakeholder relationships.

• Solution approaches to solve typical provider relationship problems

• Initial steps that you can take right now• Tool capabilities that are important in enabling success

(We hope) this session will be particularly interesting to sourcing executives and vendor management professionals dealing with supplier governance, compliance and risk management (or anyone in a relationship).


Poll: Which of these are your challenges in your supplier relationships?

1. Poor alignment?

2. Lack of insight?

3. Weak performance or SLA tracking?

4. Weak communication and collaboration?

5. Inadequate innovation?

6. Other challenges?


Since 2002, providing best-in-class SaaS & On-Premise solutions

Supplier Governance & Relationship Management

More than 10000 suppliers contracts governed

# 1 Solution used/recommended by industry advisors

10 weeks to go-live for typical engagements

ROI within 9 months for engagements

Over 99.9% uptime for production applications

HfS Winner’s Circle“Enlighta provides the broadest and deepest set of functionality that HfS has observed to-date. It is a very flexible and scalable solution that was highly rated by its clients.”

Reduce Value Leakage Improve Contract Compliance Automate Core Processes Improved Data Quality

Relationship Mgmt.

Performance Mgmt.

Financial Mgmt.

Risk & Compliance

Contract Admin.

EnlightaGovern 8

Key benefits


1. Relationships

2. Challenges

3. Goals

4. Where we are currently

5. Roadmap going forward

Time Warner Landscape


Causes• Different goals• Lack of communication• Lack of clarity within either organization (e.g. poor alignment within

Stakeholders)

Characteristics of Fixes

• Neutral party to collect, review, mediate (internal or external)• Both parties have willingness/commitment to improve long term

relationship

Key Tool Capabilities

• Health check• CSAT survey• Facilitated goals review

Scenario - Poor alignment between Providers/Stakeholders


Action:

Conduct Strategic Relationship Health Check

Key Tool Capabilities for Improving Alignment

Assess Health

Analyze Results

Optimize Relationship

Select a tool that is easy to setup and administer Supplier Self-Assessment supported Leverage industry standard assessments (where possible) Compares results across your Divisions/BUs Gaps in your relationships identified Input to supplier scorecard Choose an assessment that applies across service categories

Tool Tips


Causes• Not tracked or not shared• “Everything is critical” view• “Finger pointing”


• Shared responsibility to resolve• Clear ownership, severity, dates

Action Steps

• Shared Tracker• Basic Workflow and Reporting

Scenario - Lack of insight re: Risks/Issues/Action Items


Action:

Get your stakeholders on the same page – consistent processes & shared data

Key Tool Capabilities for Improving Risks, Issues, Action Items

Online Trackers

Automate Processes

Alerts & Reports

Leverage best-of-breed “out of box” functions Tailor forms, rules and processes as required Import/export excel data Setup Supplier & Contract level access control Get alerts on assignment and resolution Calculate and report Risk scores Escalate automatically

Tool Tips


Causes• Not defined or not shared• Data not collected or not clean• Measuring the “wrong” thing - unintended consequences


• Correctly identify the “critical few” measures• Choose a balanced set of metrics across dimensions (e.g. speed, quality,

cost, satisfaction, efficiency)

Action Steps

• Performance metric - definition and calculation• Data collection and reporting• Package metrics into a dashboard (for senior mgmt.)

Scenario - Weak Performance Tracking or Service Level Agreements (SLAs)


Key Tool Capabilities for Improving Performance Management

Setup SLAs/OLAs/KPIs for Critical Measures

Enable Supplier Self-Reporting Calculate metrics from Raw Data Calculate Service Credits Support Threshold changes Support Service Calendars Drill-Down to Exceptions Manage Deliverables & Obligations

Tool Tips

Action:

Deploy system to track SLAs, KPIs and Contract Obligations

Capture SLAs & Obligations

Automate Data Feeds

Monitor Compliance


Causes• Inadequate data (or duplicative/different data) e.g. SOWs, dates, rates,

names, roles, locations, etc.• Everyone has their own version/definition of data


• Single definition of the truth• Data maintained by the right groups (e.g. Provider maintains Provider

data; Client maintains Client data)

Action Steps

• Shared data repository• Push reporting / notification• Select data check

Scenario - Disconnect internally and with providers


Key Tool Capabilities for Improving Data Quality & Sharing of Data

Shared governance repository Consistent master lists and online forms Shared import templates Data validation rules Timely fix of exceptions Timely distribution of data to stakeholders Seamless interface via email, SMS Enable actions via email and mobile Maintain audit trail of actions Ease of use for adoption

Tool Tips

Action:

Set up Governance Library, Automate Actionable Insight

Governance Library

Share & Collaborate

Distribute Actionables


Causes• Order taking mentality• Focus on the next item in queue• Lack of incentive


• Encourage, incent, allow to fail• Shared accolades

Action Steps

• Innovation portal and decision mechanism• Recognition for innovation

Scenario - Inadequate Provider innovation


Key Tool Capabilities for Improving Supplier Innovation

Easy to set Goals & Track Ideas Enable Supplier secure access Assess & Rank Ideas Initiate Candidate Projects Track Value Generated Recognize Innovators

Tool Tips

Action:

Consider an Innovation Portal to set Goals, track & rate Ideas, track Value

Set Goals and Targets

Collect & Rank Ideas

Implement & Recognize


Key Takeaways Things to do Today

• Identify areas for Health Checks

• Share online trackers and make them actionable

• Reassess what you’re tracking and why

• Perform a select data quality check

• Establish a simple Innovation program

• Research / Pilot Tools and Case Studies that can help you manage supplier relationships

Interested in a free supplier governance/relationship management tools capabilities assessment matrix?Send an email to [email protected]

• Start small; Start NOW!

• Learn and adapt from failures and successes

• Shared responsibilities

• Be open to all ideas

• Leverage best practices and out-of-the box tool capabilities


Alan ArensonDirector, Third Party GovernanceTime Warner [email protected]


Nipun is the Founder & CEO of Enlighta; Enlighta’s solutions are deployed by global 2000 enterprises to simplify and streamline performance management, risk management, contracts compliance, relationship and financials management across strategic supplier relationships.

Over the last 25 years (including 10+ years at Enlighta), Nipun has been involved with architecture, implementation and deployment of enterprise grade web solutions and middleware for Global 2000 clients.

Over the last 10+ years, Nipun has driven the automation and technology for supplier management and shared services.

Nipun is a member of the SIG and IAOP and has presented at conferences and events.

Nipun has an MS in Computer Science from Santa Clara University.

Alan is an accomplished IT executive with significant experience working in world class organizations such as Time Warner Inc., Citigroup, Time Inc., AXA-Equitable & Morgan Stanley.

He leverages his experience in Vendor Management, Resource and Location Strategy, and Product & Process Quality Assurance to achieve desired outcomes, by thinking strategically, driving execution, communicating and facilitating.

In his current role as Relationship Manager at Time Warner Inc., Alan works with clients to plan and execute on Resource Strategies, negotiate large-scale and complex contracts and trouble shoot challenges in Customer/Provider relationships.

Alan has a Bachelor of Commerce from the University of the Witwatersrand in his native South Africa.


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