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FULFILMENT OPERATIONS ☛ WEB VERSION: Click Here


Selecting a partner for outsourcing operations


By Mike Thom, Independent Consultant


In the last article we had a look at the some of the planning necessary should you be considering outsourcing some, or all, of your operations.


T


his basically involved gathering a concise picture of your own


business metrics, both current and with projections for the next year or so. Be sure to include any game changers, such as new sub-brand launches, entry into new markets, or opening new channels, such as a mobile first web site, for instance.


You would not want to move your operations more often than necessary.


It would also be a good idea to draw up a list of the values important to you that cannot always be expressed numerically and rank them accordingly.


Things such as culture, communication, locality, systems fit, experience in your market, and your business ranking within their client list could all feature on the list.


Which of these would you be prepared to sacrifice a little in exchange for gains in others?


Are you prepared to split operations? For instance, contact centre and warehouse distribution. For the record, my own view on this topic is to avoid it if at all possible.


16


Another important consideration is whether the services you expect to be provided conform to a standard process across the industry or, at the other end of the spectrum, are they expected to represent your business at every point, so effectively providing a bespoke service.


So, armed with all this information you are ready to make approaches to potential partners. Or are you? Have you considered enlisting help from a third party? This can be a time-consuming business.


Also, have you allowed enough time to make an informed decision before the big move? And enough time for your preferred partner to plan and implement the integration of their business with yours? Unless you have been forced into an emergency situation it would be wise to allow at least three months, and preferably six, to select the right partners and implement the transition.


Who to approach? When it comes to it, there are probably at least 200 companies in the UK that claim to offer fulfilment services, and probably the same number again of contact centres.


Direct Commerce | homeofdirectcommerce.com


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