Selecting and Managing Service Outsourcing Vendors
Tuesday August 22, 2006 ON THE WEB, $195
Association of Support Professionals Members pay only $150; click on www.asponline.com to join; include code from members-only page when registering
9AM-Noon Pacific Daylight Time, 10am-1pm MDT, 11am-2pm CDT, Noon-3pm EDT, 5pm-8pm UK,
6pm-9pm Central Europe, 9:30pm-12:30am India
To register, send email with your name, address and preferred invoice method
(paper invoice or emailed PayPal invoice) to register@chalkinstitute.org
If you select PayPal, you can pay with any credit card. Or phone +1 650 323-6509.
Selecting an outsourcer
o Defining your needs
o Populating the evaluation matrix (included in electronic format)
o Creating the long list of vendors
o Narrowing the list with gating criteria
o Cultural fit
o Financial stability
o Commitment to investment
o Developing the RFI
o Evaluating the proposals
o Checking references
o Visiting reference customers
o Visiting finalists’ facilities
Single or multiple outsourcers
o Geographical considerations
o Expertise
o Pricing
o Teamwork
Outsource pricing
o Time and materials/cost plus
o Project pricing
o Piecework pricing
o Performance pricing
o Revenue/profit sharing
o Barter arrangements
Designing effective service level agreements (example included in electronic format)
o Choosing the government
o Optimum contract duration
o Must-haves
o Terminology
o Translation
o Arbitration vs. litigation
Managing outsourcing relationships
o Selecting an outsource manager
o Identifying the outsourcer’s SPOC
o Individual contributor level
o Project level
o Program level
o Executive level
o Technical and management escalation
o Dedicated vs. shared resources
Down the road
o Monitoring the relationship
o Expanding the scope
o Renegotiating the agreement
Instructor Jacky Hood
CEO of FieldDay Solutions. Originator for a Technical Support Management curriculum and Instructor for Strategic Planning, Outsourcing Why/What/Where/How, Web-Based Technical Support, Support’s Role in New Product Development, and Leveraging Sarbanes-Oxley Compliance for Strategic Advantage. Consultant to industry leaders including Apple, HP, Lawrence Livermore, Pitney Bowes, Stanford University, and Sun. Served as Product Support Manager for ROLM/IBM and Engineering Manager for TRW Vidar. BSEE, Masters in Systems Engineering.
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