Donald Glade
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Relationship Management – Measuring Satisfaction
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How do you know when an outsourcing initiative has been successful? At what point can you sit back, look at all that has been done and actually congratulate yourselves on a successful implementation, transition and effective and stable ongoing processing environment. I think back to the system person I dealt with on a 401(k) conversion…
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TCO and the Line Manager
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In the jobs I had before I started my own business, I always felt an important part of my responsibility was to develop the people who reported to me. In fact, I always went a step beyond and looked to develop one person to the point at which they could do my job. Of course,…
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TCO: A Case Study
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Some time ago, a fortune 500 company acquired another fortune 500 company. At the time, the acquiring company was a PeopleSoft shop for payroll and HRIS. The acquired company had been outsourcing payroll and accessed a hosted HRIS system for their HR needs. Both companies were roughly the same size and a decision needed to…
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An Introduction to TCO
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Earlier this week, Elaine commented on my article from last week How Much Can Outsourcing Really Save. Elaine writes: “Frankly, there are so many articles published stating different outcome of offshoring and outsourcing ventures. More often than not, people are confused on which side to believe in and which is telling the truth or lying.”…
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How Much Can Outsourcing Really Save?
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I set this article aside some time ago with the intention of commenting on it at some point. Now is as good a time as any. The story, “Survey: Outsourcing saves less than claimed” is based on a survey conducted by TPI. The gist of the story is summed up in the lead: “Outsourcing of…
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Shake up at Hewitt
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The rumors have been around in the market for some time now, but this past week it showed up in print: What does surprise Pramuk and other experts, however, is that Hewitt doesn’t have a successor in place for Salvino. “That certainly could be hinting at a sale of its HRO business,” he says. Marc…
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It’s Offshoring, Not Outsourcing!!!!
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I am taking a break this week from my discussion of vendor management in order to use this particular platform to rant a bit about a pet peeve of mine. As the title suggests, it’s to rant about the misuse of the word “outsourcing” when people are really referring to “offshoring”. Today, I read this…
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Relationship Management V – Implementation
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I was talking with a client this week about the implementation of an outsourced solution to payroll, HRIS and benefits administration that he would soon be going through. He has every intention of engaging third party assistance with the implementation. He’s seen things go very wrong for companies who attempted to go it alone with…
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Relationship Management IV – Project Management
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So you’ve outsourced HRIS, or payroll, or H&W benefits administration, or applicant tracking, or any one of numerous HR functions and now your job is finished, right? Well most of you know the answer to that is no. You still have plenty to do as work through data scrubbing, conversion, or ongoing vendor relationship management. …
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Relationship Management III – The Culture of Accommodation
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Last week we saw what happens when service providers fail to actively manage client expectations. Client satisfaction suffers, and ultimately the relationship can become at risk.We explored the notion that client expectations are frequently mishandled during the sales cycle, but this week I’d like to talk about how the ongoing relationship is often set up…
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Relationship Management II – Managing Expectations
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Last week I wrote, in part, about outsourced service providers’ client satisfaction programs which monitor how satisfied clients are with performance. At any given point in time, there are a number of clients who don’t believe their service providers are meeting, let alone exceeding, expectations. What causes dissatisfaction? Of course, it’s easy to say that…
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Relationship Management – Part I
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Back in January, Double Dubs posted an article titled Vendor or Client – Who’s Fault Is It? The question is not an academic one, as companies spend a combined fortune greater than the GDP of many countries in search of the seemingly elusive quality service they and their employees so richly deserve. What is really…