Aligning Outsourcing Objectives: Buyer vs Provider Perspectives

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Aligning Outsourcing Objectives Buyer vs
Provider Perspectives

• Moderated by,
• Fred Mapp
• President and CEO
• Quality Service Solutions, QSS
• fred_at_mapping.comwww.mapping-it.com

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The Outsourcing Challenge
The Problem Statement

• Are corporation customers from Venus and
  outsourcers from Mars?
• This session will examine the potentially
  conflicting goals and objectives of customers and
  outsourcers, and recommend specific ways to
  better understand and align your priorities to
  ensure success.

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Top Challenges
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What Matters the Most
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A Additional Few Facts

• A few Facts CIO survey of 101 IT executives
• Challenges of Offshore Outsourcing Survey
  respondents said their greatest challenges in
  offshore outsourcing were managing communication
  (67), cultural differences (51), a lack of
  internal processes for specifying work (40) and
  a lack of internal customer management skills
  (32).
• Project Management When asked how the offshore
  outsourcing relationship is managed, 38 said the
  relationship is managed by a dedicated manager
  within the IT department and 35 said it is
  managed by a project sponsor for the IT
  department. More than half (54) of those
  surveyed said their organization has a steering
  committee of senior IT and business executives
  that governs offshore outsourcing decisions.

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Panel Discussion

• Understanding and sharing the Vision
• The Selection Process
• Managing the vendor relationship
• Service Level Agreements
• Impact of Outsourcing
• Measuring Success

Sharing lessons learned