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Implementing out- sourced operations
By Mike Thom, Independent Consultant
In the first article we had a look at the some of the planning necessary should you be considering out-sourcing some, or all, of your operations. The next article then went on to outline the selection process and the timelines involved.
A
t this point the big decision has been made. All that is left to do is to pass the draft contracts to your solicitors and tell your Operations Manager to get on with it – right?
Well not quite. The reality is that it is at this stage where things can go horribly wrong if you lose the drive and focus you have applied so far.
The good news, I hope, is that you have chosen an experienced partner who has brought on new clients many times before. So leverage that experience and let them put forward their plan for the implementation programme. What you need to do is to make sure that they have fully recognised what is different about your business, that you share the same objectives and priorities.
Again hopefully, you will have allowed enough time to set and refine the processes necessary for a smooth integration with your business. This will typically involve some systems integration and identifying and covering off potential blockers in this area will be crucial to a successful start. Start by identifying the key players in both teams and make sure they are hooked up and communicating from the very beginning. This is likely to include some third party suppliers as well.
Before diving into some specifics let’s paint a typical scenario where a successful and growing business (yours) has decided to out-source warehousing and customer service operations for the first time to an established provider.
Your selection process has been rigorous, and you are confident that there is a good fit, the budgets are agreed, and your new partner has demonstrated a good appreciation of your business culture and values.
Within your business you have identified and nominated a person who will project manage the implementation and on- going relationship with your new partner. If you haven’t got, or can’t spare, such a person in your team then seriously consider getting in professional help.
14 Direct Commerce |
homeofdirectcommerce.com
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