Author: Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.

Despite quantum improvements to outsourcing deals and governance over the past 10 to 15 years, when it comes to achieving outsourcing excellence there’s still plenty of opportunity. Part of the challenge is that once the decision is made to outsource or change providers, the clock starts ticking….fast. It takes real discipline to know when to slow down and what to do that will ultimately speed up the journey to outsourcing excellence. Empower the Project Team There is often a big gulf between senior decision makers on the Project Steering Committee and the team leading the outsourcing process. Senior people determine…

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Behind each award-winning global outsourcing relationship is a fascinating story of extraordinary people, excellence in service delivery, lots of sweat equity, some painful bumps in the road, a mutual willingness to constructively solve problems, and trust earned. Contracts were awarded as a result of a competitive bid, so they started with a blank recipe card. While you may not aspire to win the Outsourcing Center’s annual Outsourcing Excellence Awards for global excellence in several categories, every outsourcing relationship has the potential to be a winner. The honor of being a judge for the 2011 awards and the privilege of hearing…

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A good cultural fit is one of the most important hallmarks between a successful and unsuccessful outsourcing relationship. Cultural fit assessment is far less structured than defined processes that help you quantitatively evaluate the service provider’s solution, capabilities and pricing. To decide whether your company and the service provider will have a comfortable cultural fit, you’ll have to assess their behavior during the bid, selection and contracting phases. You can use this article to help develop a series of questions to ask yourself and as a guideline on observable behaviors that are good indicators of cultural fit. Cultural fit indicators…

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Procurement outsourcing is the least understood but fastest-growing outsourcing story. The market is heating up and there is a lot to learn. What should you outsource? What should you retain — and why? If you decide to outsource, what should you do internally before outsourcing? How can you implement a hybrid strategy in your procurement process? How can you ensure outcomes create a competitive advantage? Direct procurement Direct spend typically represents 60 – 70 percent of total spend and consists of raw materials, production inputs, and transportation services necessary to manufacture and deliver a final product or a service. In…

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The biggest challenge with service provider governance is designing a good program that minimizes the increased workload of already-stretched resources. Linda Tuck Chapman shares how to design and deploy a governance program that focuses on service provider performance and risk management.

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