8 Steps to successful IT Client Services re-sourcing at Waking up from a Service Sourcing Nightmare Dan Wilson [email protected]Volkswagen Group of America IT Client Services Manager 248-754-5113 HDI Member Advisory Board Past-Chairman HDI Motown Chapter Advisor
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8 Steps to successful IT Client Services re-sourcing at
Volkswagen Group of America IT Client Services Manager 248-754-5113HDI Member Advisory Board Past-ChairmanHDI Motown Chapter Advisor
There comes a time with all outsourced services when your current contract or provider is not fulfilling the needs of your organization and you realize that it is time to move on.
In late 2008, nearly a year after I joined Volkswagen Group of America, I was at that
point and took action.
This presentation covers how we took a helpless situation with 1 person and 2 bad contracts into a world class Client Services
department.
Preface
1. Assess the nightmare
2. Find a solid partner
3. Be diligent about the structure of the agreement
4. Define and document your governance structure
5. Select the team members
6. Offer a ninety day grace period for SLA attainment
7. Manage and hold them accountable
8. Continuous review and collaboration
8 Steps to successful re-sourcing
• Review current SLA’s and KPI’s and benchmark
• Deep review of current contract (transition services, staff transition, termination date or clauses, etc.)
• Review customer satisfaction ratings
• Review team/employee satisfaction
• Assess team members for possible transition
#1 - Assess the nightmare
• Create a solid RFP
• Evaluate at least 5 vendors• Industry Evaluation (Gartner Magic Quadrants)
• Do homework on financials of company
• Research sub-contracting practices
• Ensure CORE competency alignment
• Review proposals, RFP response, and SoW’s
• Use scorecard for rating
• Interview top 3-4 vendors
• Contract negotiations with final 2
• Take time to get to know the top 1 or 2!
#2 - Get a solid partner
• Types • Master Contract, T&C’s
• Statement of Work
• Service Certificate
• Terms • Annual renewal
• Multi-year with periodic checkpoints
• Unique/Essential Provisions• Final approval/Interviewing rights for key roles (even under SLA contract)
• Transition of staff members upon termination of contract
• Ownership of processes, documentation, intellectual capital