HAMILTON BAILEY

End Client Support Services

Effective governance and organisation is critical in achieving outsourcing success post-Transition. Many relationship failures start with a lack of investment in time and skills for the development of the interfaces and processes designed to achieve at least the predicted or anticipated business benefits. The key to successful outsourcing is ensuring that the complex set of “people relationships” work.

Typical issues include:
• Ineffective or unbalanced demand management
• Perceived poor service or value for money
• Lack of trust, often manifest in poor communications
• Relationships focused on technologies rather than services or the ‘Business’
    customer
• Large areas of overlap where both customer and service provider teams
    perform ‘shadow’ functions

Governance and Organisational Audit augments the existing client process and structural norms, issues and perceptions, and provides a balanced real-world insight into best practice with a practical implementation plan. This will fully evolve both client and service provider models to ensure joint understanding and accountability for these business critical services.

Deliverables will include:
• Assessment of the implemented governance and organisation
• Issues identification and comparison with ‘best practice’
• Barriers to issue resolution with risk register
• Options and Recommendations with priorities
• Action plan to implement recommendations with anticipated benefits

Our approach has 4 stages:
Stage 1 – Document review and Interviews
Stage 2 – Analysis and comparison with ‘best practice’
Stage 3 – Options and recommendations
Stage 4 – Action plan presentation and refinement loop

Client responsibilities:
• Executive sponsorship
• Single point of contact to provide information and facilitate events
• Participation of key staff in interviews and workshop sessions
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Governance and organisational audit
“a balanced real-world insight into governance best practice“

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