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So youve outsourced and things are not going as planned...
Does this sound familiar? Your outsourcer has been clicking off quarter after quarter of home runs as measured by the contract. Nonetheless, your companys satisfaction with the outsourcer continues to drop as service, from your peoples point of view, steadily deteriorates. As time goes by, important targets get missed; finger pointing abounds, and both your staff and the outsourcers have become more and more dispirited. From your point of view, your outsourcer has become inflexible and indifferent to your needs.

Get back in control of the relationship with MORE
MORE (Managing Outsourcing Relationships Effectively) is a multifaceted program that helps you create and institute robust practices for getting the most from your outsourcer. It is not a silver bullet or a fill-in-the-blanks template that will magically bring harmony to what is often a rocky relationship. Rather, its a process, facilitated by an experienced CCC sourcing professional who will guide you through the creation of:

• An effective structure for managing your relationship with the outsourcer. Assure your business needs are being met. Get the responsibility/accountability model right;
• On-target metrics. Contractual measurements are not enough;
• Formal Service Review Processes to assure visibility of results and the factors that influence those results. Positive behaviors and productive changes will not occur if the right people arent interested and informed.

Collectively, these practices help assure that your company is getting all that it bargained for (and hopefully more) when the decision to outsource was finalized.

Your contract is not the core problem! You can spend a lot of effort fixing it, only to find yourself, inevitably, facing the same problems again and again. Fact is, outsourcing some portion of your business does not remove the challenge of delivering services to those in your company who depend upon them. Outsourcing simply changes the service delivery model, introducing new players and challenges to the process of maintaining your companys critical business functions.

MORE will help you address these challenges by getting you back in control. Get the right people doing the right things in the right manner. Know what right is, and how to measure it. Establish clear ownership for results and assure that those results are visible to informed and supportive top management on both sides of the relationship.

Most importantly, the solutions created by MORE will be tailored to your companys unique situation and business needs; MORE is not a one-size-fits-all solution.

The author, Don Sarge, has over 30 years of expertise and was P&Gs first Senior Head Executive for IT Purchasing and Outsourcing.

Contact Information
Call or e-mail Dick Bruder, CCC President/CEO, at (513) 233-0011 or dbruder@cincconsult.com or Don Sarge, Senior CCC Consultant at dsarge@cincconsult.com or 513-290-6657

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