successful outsourcing relationship management thindberg management
TRANSCRIPT
Agenda
Professional Experience The Relationship Challenge The Turnaround Process
Thindberg Management
Professional Experience Thindberg Mgm established Q1 07
Project Managager, New Ticketing and Payment Solution, Flytoget AS
D-lift Requirements Specifications and Migration Strategy, DnB NoR/Microsoft
Director IT, SAS Braathens 04-07 Outsourcing, cost reductions, business development, IT-
Governance Account Manager Telenor 00-04
IT-operations tools, ITIL, professional services Sales and Marketing Mgr WinLink Software 94-00
Integration, security Software Developer, Norsk Data 91-94 Education
Masters degree in Management, Oslo School of Economics (BI)
Cand. Mag. Computer science and mathematics, UiO
Years After Outsourcing
Levelof Trust
0 1 2 3 4 5 6
A Real Example
Trust in an Outsourcing Relation
The Relationship Challenge
Thindberg Management
Service QualityNeeded
&Expected
AgreedService Quality
DeliveredService Quality
MeasuredServiceQuality
Delivered services - has to support the business
Thindberg Management
Contradicting objectives
-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
“Problem Solving”
Thindberg Management
Negotiation
Problem Solving
Win-Win
Win or LoseOr
Lose-Lose
Own revenueHidden agendaScarce information
Open communicationTrust
Negotiation
Problem Solving
Win-Win
Win or LoseOr
Lose-Lose
A situation to address
Negotiation
Problem Solving
Win-Win
Win or LoseOr
Lose-Lose
Own revenueHidden agendaScarce information
Open communicationTrust
Establish the governing structuresAddress the people issues
Establish the governing structures
Thindberg Management
The contract 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
0
5
10
1. Business Objectives
2. Agreements & policys
3. Account & sourcingmanagement
4. Product & service delivery
5. Communication
6. Continous improvements
The B2B relationship
Supplier
Customer
Thindberg Management
Contract Knowledge
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
Ensure Mutual Understanding
Through Management Ambassadors Meetings Intranet Joint Supplier/Customer
events
Key Contractual Regulations
Thindberg Management
BusinessAnalysis
Business
BusinessIntelligence
BusinessFollow Up
Business Planning
Business Plan Deployment
Communication•Information•Dialogue
Report
or
Escalat
e
Direction
Fundamental Processes
Decision
The Management CycleThindberg Management
Professional Skills
Interpersonal Skills
Fuelled by professional & Interpersonal skills
We need to build a solid engagement structure…
Quality
To produce quality output from our relations….
Relationship Governance
Engagement
Structure
NeededService Quality
AgreedService Quality
DeliveredService Quality
MeasuredServiceQuality
Thindberg Management
InitiateReact
Clarify
Practice
Communication in teams•Meeting Efficiency•Decision Quality•Practice with Coaches
Use the RelationshipManagement Cookbook
ImproveThindberg Management