Successful outsourcing Relationship Management Thindberg Management Agenda Professional
Successful outsourcing Relationship Management Thindberg Management
Agenda Professional Experience n The Relationship Challenge n The Turnaround Process n Thindberg Management
Professional Experience n Thindberg Mgm established Q 1 07 n n n Director IT, SAS Braathens 04 -07 n n n IT-operations tools, ITIL, professional services Sales and Marketing Mgr Win. Link Software 94 -00 n n Outsourcing, cost reductions, business development, ITGovernance Account Manager Telenor 00 -04 n n Project Managager, New Ticketing and Payment Solution, Flytoget AS D-lift Requirements Specifications and Migration Strategy, Dn. B No. R/Microsoft Integration, security Software Developer, Norsk Data 91 -94 Education n n Masters degree in Management, Oslo School of Economics (BI) Cand. Mag. Computer science and mathematics, Ui. O
The Relationship Challenge Level of Trust A Real Example 0 1 2 3 4 5 6 Years After Outsourcing Trust in an Outsourcing Relation Thindberg Management
Delivered services - has to support the business Agreed Service Quality Needed & Expected Measured Service Quality Delivered Service Quality Thindberg Management
Contradicting objectives Supplier • High revenue • Low resource consumptio n Customer • High quality services • Low price Thindberg Management
“Problem Solving” -Negotiations with -hidden agendas -lack of access to other party's knowledge and insights • Need for openness, honesty, trust • Will to create win-win solutions Contradicting objectives Supplier • High revenue • Low resource consumption Customer • High quality services • Low price Thindberg Management
Establish the governing structures Address the people issues Win-Win Problem Solving Supplier A situation to address Open communication Trust Custom er Win or Lose Or Lose-Lose Negotiation Own revenue Hidden agenda Scarce information Establish the governing structures Thindberg Management
The Turnaround Process Practice • With Coaches • Use the Relationship Management Cookbook • Continuous Improvements Improve • Relationship governance • Fundamental Processes (re-implement) • Contract Knowledge (mutual understanding) Assess • Personality Dimension • B 2 B Relationship • Contract Thindberg Management
The contract Practice Improve Assess n n n Roles and responsibilities Platform ownership and development Measuring and reporting on services delivered Ordering new functionality and changes Change, incident and configuration management regulations Mechanisms for building relationship and continuous improvements Thindberg Management
Practice The B 2 B relationship Improve Assess 1. Business Objectives 10 6. Continous improvements 2. Agreements & policys 5 0 3. Account & sourcing management 5. Communication 4. Product & service delivery Supplier Customer Thindberg Management
The personalities Practice Improve Assess C C C S S S C Insights Thindberg Management
Contract Knowledge Practice Improve Assess n n Ensure Mutual Understanding Through n n n Management Ambassadors Meetings Intranet Joint Supplier/Customer events Key Contractual Regulations n n n Roles and responsibilities Platform ownership and development Measuring and reporting on services delivered Ordering new functionality and changes Change, incident and configuration management regulations Mechanisms for building relationship and continuous improvements Thindberg Management
Fundamental Processes Practice Improve Assess Di Business Intelligence re c tio n Decision Business Planning Business Analysis Business Follow Up rt o p Re or te ala c Es Communication • Information Business Plan • Dialogue Deployment Business The Management Cycle Thindberg Management
Relationship Governance Quality Practice Improve Assess To produce quality output from our relations…. Engagement We need to build a solid engagement structure… Structure Fuelled by professional & Interpersonal skills Interpersonal Skills Professional Skills Thindberg Management
Practice Improve Assess Initiate React Clarify Communication in teams • Meeting Efficiency • Decision Quality • Practice with Coaches Use the Relationship Management Cookbook Improve Thindberg Management
Continuous Improvements Practice 2+4 mnd Assess 2 -4 uker Improve 4 -6 uker Thindberg Management
Follow-up Tool Relationship New Engagements Issue <…> Doc x IT-Operations Applications Mgm Improvement Initiatives … Issue <…> Doc Y I Thindberg Management
- Slides: 18