A enlightening presentation for HR Managers, CEOs and indeed all stakeholders in Business Process Outsourcing arrangements.

1. Strategies for Managing
OutsourcingVendor’s Performance
Outperform!
STRATEGIES FOR MANAGING OUTSOURCE
VENDORS PERFORMANCE

2. Take a look at where
we are at the
moment:
1. 55% of the Nigerian
workforce are
contingent.
2. That is about 40 million
Nigerians.
Owei, D. (2010)

3. These 40 million people add value daily to their
organisations.

4. 1. Reduce Costs
3. Mitigate Risks
4. Optimise
Operations
2. Increase
Revenue
They help them to:

5. However, the benefits provided by
the use of contingent staff will not
be optimised if their vendors are not
effectively managed.

6. It is therefore imperative for organisations to begin to consider vendor performance
management as a way to extract maximum value from their outsourcing
arrangement.

7. Establish outsourcing objectives
Select outsourcing vendor
Establish performance measures
Measure and analyse
Take appropriate action
Take
appropriate
action
1
2
3
4
5
Establish outsourcing objectives
Select outsourcing vendor
Establish performance measures
Measure and analyse
Take appropriate action
1
2
3
4
5
Vendor performance management framework
Our proven 5–step strategic framework to help you manage your outsourcing
vendor performance effectively is given below:

8. Many companies embark upon outsourcing without establishing
clear objectives for what they intend to achieve.The absence of
clear objectives can create difficulties in managing the
performance of outsourcing vendors.
1. Establish outsourcing objectives

9. • Your objectives should reflect the
underlying motives for considering
outsourcing as an appropriate strategy
• To develop your objectives, you must
think carefully about what you want to
achieve using outsourcing
• At this point, do not try to identify
specific tasks you want your vendor to
perform instead, it should contain the
broader goals you hope to meet by
working with a vendor
1. Establish outsourcing objectives

10. 1. Establish outsourcing objectives
Refer to the following list for examples:
1
2
3
Free up staff to perform more critical tasks
Save money by eliminating salary, benefits and overhead of fulltime in
house training staff
Gain targeted expertise (e.g., access to high level, specialised talent for a
specified, budget driven period of time)

11. 2. Choose outsource vendor
Once you have clarified your objectives, examine the context in
which vendors will operate, identify activities and tasks to
outsource, and choose a vendor that closely matches your
organisation’s profile

12. 2. Choose outsource vendor
To choose an outsourcing vendor, think about the kind of culture that is
important to you in a vendor organisation.

13. 2. Choose outsource vendor
In choosing an outsourcing vendor, consider the following:
1
2
3
4
Management style.
Approaches to decision making.
How information flows from vendors to clients.
Assumptions and norms about their relationship with clients.

14. 3. Establish performance measures
1. Decide on what should be measured.
Priority should be given to the most important aspect of the process
3. Performance standard should be established as a reference point
These performance measures should be incorporated into the service level
agreement.
Performance measures should then be developed.
Performance measures should be expressed in meaningful terms to be
easily understood by the vendor
2.

15. 4. Evaluate and analyse
• This should be done in order to reduce
risk and pre-empt vendor failure to meet
requirements and performance
expectations.
• A formal mechanism to determine
whether the vendor meets the
performance levels set and whether the
objectives are being achieved should be
set up.

16. 4. Evaluate and analyse
The use of appropriate software can help in understanding and interpreting your
findings. Some software to consider when analysing your data are:
Microsoft dynamics innervationMicrosoft Excel

17. 5.Take appropriate action
• After the performance of your vendor has
been evaluated, necessary actions should
be taken.
• Performance measures determined prior to
and during the relationship can serve as a
benchmark for improvement.

18. How well do you manage your vendors?
• For free tools on managing vendor performance, visit www.workforcegroup.com
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