Strategic Outsourcing Professionals

As large companies experience growth, especially by acquisition, there will always be opportunities to consolidate and streamline business operations for optimal efficiency and cost reduction. When individual business units are managing the same function, such as Customer Care Operations, there is an opportunity to consolidate the function so each unit and their unique requirements are met while placing a core group accountable for all the operational infrastructure, vendor procurement and relationship management that is necessary to ensure excellent service delivery. For this reason, I am a firm believer and proponent of a Global Operations governance model when managing customer care across multiple business units within large organizations.

The benefits for consolidating the global sourcing function are as follows:

• Responsibility and accountability falls within one group to manage the service and sourcing function for the business to meet the needs of both internal and external customers.
• Promote collaboration between business units and drive toward unified customer experience goals.
• Optimize costs by performing Work Force Management (WFM) to forecast and staff a balanced vendor portfolio.
• Enable an infrastructure to seamlessly transition vendors when better performance, terms or service levels are desired.
• Expand, grow and align the business with strategic partners that can deliver results.
• Build a diversified vendor portfolio for business continuity.
• Build and foster sound relationships to ensure the business is satisfied with performance, costs and customer experience.
• Balance the need for immediate cost savings with customer satisfaction
• Coordinating activities/projects across multiple providers and geographies

I developed this star diagram for a recent presentation on Global Operations. I feel it sums up the function well.

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