Effectively Managing the Service Provider

ABSTRACT

Managing multiple vendors and sourcing agreements is now a critical skill for managers of outsourced functions. With the drive toward full service management the need for a structured governance strategy is critical. Participants will match an appropriate relationship type to various customer situations. Sourcing and vendor risks will be identified and a multi-sourcing governance framework designed. Supporting structures and processes for effective governance will be built into the plan. Service level metrics will be defined and an operational review conducted using a vendor scorecard. A dispute resolution role play allows practice with negotiation and conflict management skills.

AUDIENCE

This workshop is designed for individuals who are functional, service and vendor managers responsible for managing vendor relationships.

DURATION

2 Days

LEARNING OUTCOMES

Upon completion of this workshop, the participant will be able to:

Demonstrate an understanding of different types of sourcing agreements.
Know how to manage risks during and after the vendor selection process.
Define critical success factors and performance metrics necessary to effectively manage outsourcing relationships.
Design a governance framework that mitigates sourcing risks and includes structure, and processes with built-in communications and monitoring.
Practice listening, problem resolution and negotiations skills to address disputes.
Plan and conduct an operatonal review using a vendor scorecard.

TOPICS

Concepts, Terminology and Documents Overview
Risk Management for Vendor Governance
Sourcing Outcomes and Service Level Measures
Multi-Source Governance
Resolution Techniques
Performance and Operational Reviews

Code: lcp013

Programs and Courses

BAR program

GOLD program

PM program

PS program