Successful outsourcingRelationship Management

Thindberg Management

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

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 Turnaround Process

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

Insights

S

S

SS

S

C

C

CCC

The personalities

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

Continuous Improvements

2-4 uker

4-6 uker

2+4 mnd

Thindberg Management

Follow-up Tool

Thindberg Management