Getting the Outsourcing Requirements Right

  • Delivery of multi-million pound saving targets

  • Encourage innovation and flexibility

The most important phase of any outsourcing procurement exercise is setting the business requirements that potential suppliers will need to meet. See how Davies can help.

Understanding the essential elements for creating impactful targets for innovation.

Overview

The most important phase of any outsourcing procurement exercise is setting the business requirements that potential suppliers will need to meet. Get these right, and your chances of a successful partnership is much higher; miss key elements or set confusing targets, and you’re starting the relationship on the wrong footing.

We’ll help you define, and refine, the requirements: drawing on our experience to help you separate out the essential elements, set realistic thresholds and targets, and identify where you can encourage innovation and flexibility. We’ll challenge your thinking where necessary and bring a 360 degree perspective, so you can see things from the supplier’s position to understand what impact different requirements could have on costs.

The Situation

An insurer had set a strategy of moving from an in-house contact centre to a fully outsourced offshore model. The client asked us to advise on the procurement process, something our team of experts have great experience in, to help them find the supplier best suited to their needs.

Our Approach

We emphasised the importance of focusing on performance and customer service as well as cost savings; these factors were built into the business requirements for the procurement.

We were then able to support with the outsourcing of the new contact centre, using our expertise to guide our client through the process.

Return on Investment

The exercise itself went to plan and a supplier was selected that could deliver the multi-million pound savings targets while crucially maintaining the insurer’s service standards.

Wherever you are on your outsourcing journey, Davies can help you take the next steps. Contact us for an initial conversation to discuss your current situation.

Simon Dillsworth
Managing Director, Consulting
Simon.dillsworth@davies-group.com

Michael Anderson
Vice President – US/Canada
michael.anderson@davies-group.com

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