Offshore Outsourcing Vendor Governance Organizations
Does Your Offshore Outsourcing Governance Organization Design Support Your Organizational Objectives? So, I’ve definitely been stirring the pot over the last few weeks. I’ve exposed the errors in the much celebrated Black Book of Outsourcing, shown that the business of outsourcing certification is big business, and explained why vendor management organizations are a bad idea. This much skepticism could be a bit karmically unhealthy,... [Read More...]
Another Tale from “When You Don’t Have Vendor Management Governance”
As related to us by a reader. Picture this: Your company has outsourced customer service for some products, but not all products. You have a single vendor with over 1,000 seats dedicated to your operation. These seats are located in several centers located in the USA (for reasons not important to this story). Your vendor management team is made-up of a single person. This person coordinates five different programs, handles contractual issues,... [Read More...]
In the Absence of Outsoucing Governance or Vendor Management
A funny story told to us by an employee of a major US company (which we’ll call XYZ) with thousands of outsourced call center seats (domestic and international): XYZ has two call center programs. One is a major inbound customer service program and the other is a small (about 45 agents) complex inbound/outbound marketing programs that focus on driving customer loyalty and create a significant revenue lift. XYZ’s marketing and customer... [Read More...]
Poll: How did you learn to be an effective vendor manager?
Vendor management is not a traditional discipline, like project management, software development, or operations management. Take a moment to share how you learned to be an effective vendor manager in this poll: Have incentives (bonuses for certain performance targets or milestones) in your vendor contracts improved vendor performance? Yes No My vendor contracts do not have incentives. Loading ... Read More →
Vendor Managers Can Satisfy Internal Stakeholders
Before outsourcing, internal operations teams usually spend significant effort appeasing senior management by explaining every reason why deviations from performance were outside their control. Marketing launched a new campaign. IT’s servers were slow. The telecommunication vendor’s T1 was hit by a backhoe. The competitor launched a misleading campaign. The weather shutdown deliveries in Chicago. Well, have you noticed the change in... [Read More...]
