Engaging With Your Business
There is no sales engagement; we engage at a business level from the outset, from defining and clarifying your needs to ongoing management. With all aspects of service delivery underpinned by our core Multisourcing Governance Model, which extends from ensuring contractual viability through managing stakeholder expectations to resource allocation, ongoing communication and continuous evaluation, our approach includes but is not restricted to the following areas.
Advice and Strategy – multisourcing is all about relationships, and no relationship is more important than the one between your team and your multisourcing ‘hub’ or key provider. We immediately open a business dialogue with key stakeholders in your organisation, and at different levels, to understand issues ranging from business goals and corporate culture to technical set-up and market aspirations, then recommending solutions that are aligned with critical requirements. Most other providers will often propose technical solutions to tactical needs, with little or no long-term gains.
Exploration and Selection – we map providers and partners to your current and future needs, and budgets, with quick wins enabled via our assured outsourcing partner network. We will recommend the most appropriate sources of expertise and then negotiate hard on your behalf, to ensure you receive the best possible return from your investment in outsourcing. We also know that “you get what you pay for” – the trick is to balance great services with appropriate pricing levels to deliver value.
Project Management and Service Delivery – our multisourcing model embeds project management and assurance aligned to a client’s current requirements and future business goals, rather than the outmoded but still prevalent approach that sees external project management focused on maximising resource allocation and gross margin for the supplier.
Ongoing Management and Governance – our highly experienced Service Delivery Managers (SDMs) drive service dynamism at every stage and are rewarded on the basis of service excellence, measured using KPIs agreed with a client organisation, as opposed to supplier-side service delivery management that can become obsessively focused on short-term SLA adherence, irrespective of the bigger picture.
Throughout contractual relationships, service providers and outsourcing partners are constantly monitored and managed to deliver the highest level of service. The fact their closest competitors may also be engaged to deliver a different aspect of your service or support requirement is an excellent ways to focus hearts and minds on service excellence and improvement – both of which are constantly tracked and reported by Stoneseed.