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Training Course Summary:

Are you considering transferring the management of one or more non-core operations to an external service provider?

• Are you less than 100% certain that this is the right decision?

• Do you need some guidelines on what to consider in making this decision?

• Are you considering offshore service providers as well as those within the UK?

• Do you want to know what processes and documentation you should have in place when requesting tenders?

• Are you unsure of the Acceptance Criteria you should apply when choosing your Service Provider?

• Do you need advice on what steps to take before and after contract?

• Do some of the terms and conditions in Service Contracts seem archaic and confusing?

• Are you not sure of the effectiveness and timing of your Contracts and Service Level Agreements?

• Are you concerned about the problems you might encounter in the handover process?

• Do you feel apprehensive about the day-to-day management and measurement of the Service Provider’s performance?

• Do you need to put processes in place for the contract review?

• Is it possible that sometime in the future you may wish to change suppliers or bring the service back in-house?

If the answer is “YES” - this is the course for you!

You will explore the whole process from the inception of the idea through to end of the contract life.

The will be opportunities throughout the course to consider a case study scenario and practice the review of documents, the decisions on what to include and the processes that should be put in place to maintain a proper working relationship.

How will my company benefit?

More and more companies are turning to the use of external suppliers to manage
company services, in order that they may concentrate or the management of the core business. The reliance that a company must place on these service providers means
that their choice and management are critical to the success of the parent company.

This course will define the steps necessary to choose and manage
providers so that a working partnership may be established to the benefit of both.

The course provides management with a structure to objectively approach that choice, conduct the transition, successfully manage the ongoing service and, when necessary, conduct a smooth and seamless closedown or transference.

How will I benefit?

It will give you a picture of the total outsourcing service from both the user and providers perspective. You can then ensure that the expectations you have and the capabilities, and expectations, of the provider are in alignment, and that the partnership is of benefit to both parties.

Pre-Requisites:

Anyone who is likely to be involved in the consideration to outsource services or who may be directly concerned in the day-to-day contact with the service provider.

Training Course Overview/Content:

Introduction & Welcome

The course objectives, style and arrangements are explained. You are then asked to introduce yourself to the other delegates. The course is participative with a great deal of practical work.

The Rationale for Outsourcing

This topic area begins with a workshop where you are asked to consider why any organisation should contemplate the possible outsourcing of services. All of your views will then be consolidated and the major reasons why outsourcing is growing in popularity explored. The session concludes with a staged approach to outsourcing that organisations will typically follow.

Request for Tender and Response Handling

Here we explore the main points of this process, recognising that at times it may be an extremely complex one, highlighting the underlying need to build a successful and equitable partnership. The relationship with would-be service providers begins immediately any correspondence or communication is initiated, therefore particular attention needs to be given to ensure that this is professionally managed.
You will be introduced to a case study scenario where a major internal service is being considered for outsourcing. This first stage is for you to become familiar with the possible outsourced service and to offer a critique of a draft ITT which has been prepared for distribution to would-be service providers.

Service Provider Choice

In this session we focus on the final criteria for the acceptance or rejection of possible service providers, rather than the assessment process itself. We concentrate on commercial and procedural considerations which, if not addressed appropriately at this stage, may cause future stress to the relationship

Contract and Terms

You now concentrate on the main points regarding the needs and conduct of both parties in forming the agreement. Under the concept of a partnership, areas that need to be considered are fairness of terms, specific documentation required to proceed, and the understanding of individual liability.

Due Diligence

Here we look at the need for both parties to verify that the constituent parts of the service to be provided are as specified within the contractual framework. This includes both equipment and service audits, cost and risk analysis, financial considerations, and possible renegotiation of the contract terms should this prove to be necessary.

Service Level Agreements and Associated Quality Plan(s)

We explore this crucial aspect of outsourcing by defining the key components to be included within any Service Level Agreement and the basis upon which they should subsequently be measured.

It differentiates between the measurable levels of service to be provided (the Service Level Agreement) and the means by which the service will be delivered (the Quality Plan). Attention is paid to the timescales for the completion of these documents and agreement of final targets, which may need to be planned into the transfer of the service. You will return to the case study scenario and consider which aspects of the service should be included in the Service Level Agreement and which should be included in the Quality Plan.
You will then be required to apply measurement criteria to those Service Level Agreement components.

Service Transition

This is the change process during which the internal service is transferred to the service provider. In this session we explore the need to treat this transition as a project, with effective planning and control, change management, audit, and acceptance. An important aspect of this change involves the impact on people, and you will be asked to give consideration to the delicate issues of transfer, retention or redundancy and the effect that TUPE may have on this.

Service Level Management

In this session you will be asked to consider the two aspects of Service Delivery Management and Service Desk Management. The former typically concerns the provision of on-site services to the client which interface directly with the client staff; the latter concerns the p