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.