Improving Service Provider Performance

This is one of the most difficult areas for organisations to get right. You've invested millions in a technology project or an outsourcing initiative. There are great expectations from everyone; your executives, management team and operations people in achieving much better service levels for a far lower cost.

What happens? weeks, months and years go by. Trials and tribulations of getting both the service provider and your own teams to work constructively for a common end goal; lower costs and better service.

Using the ACCELERATE methodology, BPG has a three step process to improve performance within a matter of weeks - even if the project has been off-track for years. Having been asked to recover over 500 errant outsourcing and technology projects, we understand what goes wrong with the projects, the fundamental causes and how to get them back on track again. Most important;y, we can explain and coach you in how to avoid getting problems in the first place so you can achieve much earlier benefits realisation and cost reduction - even in existing projects.

The performance improvement process involves:

Step 1 : Health Check - Where are you?

• Analyse the burning issues
• Interview stakeholders
• Establish rapport
• Review documentation and processes
• Sanity check

Step 2 : Construct performance improvement framework

• Agree strategy
• Agree objectives
• Construct data capture documentation
• Construct terms of reference
• Construct contract and schedule changes
• Contingency options

Step 3 : Deployment and benefits realisation

• Provide specialist expertise assistence with keeping Service Provider on track
• Attend key steering meetings
• Provide on-tap coaching and mentoring
• Embedded and on-going sanity check

Value realised

• Significantly lower costs for the remianing term of the agreement 
• Much faster time to benefits realisation 
• No unexpected costs from Service Provider 
• Clear roles and responsibilities
• Service provider financially accountable for advice provided
• Both parties protected contractually
• Fit for purpose services and advice from provider