Outsourcing - Keep Your Eye On The Ball!
Outsourcing must support an organization's business model and deliver at least the same if not better quality than what was produced in-house. Savings is an expectation, however, easily lost if the outsourcing engagement is not carefully structured to deliver the turn-around and quality required to meet internal business expectations. So, savings? Yes definitely a target goal! But ... the selected BPO must deliver more than "we will do cheaper". They must deliver the highest level of quality within a specified turn-around time. Imagine the frustration if an outsourcing engagement is built strictly around savings, without the proper attention placed on quality for instance. Let's use our Health Plan as an example again. There certainly are opportunities for significant savings to have an offshore team key from image for claims and enrollment. However, it is important to remember that health plan customers care about turn-around and quality. Customer abrasion due to less than stellar quality or delayed turn-around is significantly more costly than any savings the vendor may have provided both financially and in reputation.
Keep your eye on the ball! Organizations should carefully evaluate their processes prior to planning an outsourcing engagement and if the decision is made to move forward, careful attention should be given to developing comprehensive requirements. Appropriate Service Level Agreements (SLA's) must be negotiated to ensure expected performance. And, once the engagement is underway, rigorous monitoring of the vendor's performance must take place. Contract governance is an expense worth investing in to ensure outcomes meet or exceed expectations and should definitely be a line item in the outsourcing budget.
Email your questions or comments to:
Kimberly Jones Principal Consultant email: kimberly.jones@analyzeitconsulting.com web: www.analyzeitconsulting.com phone: 502-558-9466 (mobile)
Related Tags: performance, outsourcing, core competencies, requirements, slas
Ms. Jones is an independent consultant. Prior to starting her consulting firm, she was Director of Process Improvement at one of the largest US Health Plans with accountability for implementing major outsourcing initiatives with ACS, Inc. and Lason, Inc. including mailroom operations, imaging, data entry and data conversion. Additionally, she provided advisory support for contractual relationship with The TriZetto Group which hosted a claims adjudication platform for a Senior Product line of business. While in this position, she also was directly responsible for contractual governance, vendor problem resolution and facility audits (on and off-shore) including building, security, HIPAA and SOX compliance, disaster recovery and training programs. With 15 years of experience as an Operations Manager, Ms. Jones has a well developed understanding of what it takes to stream line operations while ensuring customer needs are met with the highest quality. I have 9 years experience working with BCBS health plans, including strong claims and project management experience.
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