Managing Outsourcing Projects Course

This course provides attendees with proven techniques to manage outsourcing projects from the perspective of the internal manager.  Project management fundamentals are reinforced while case studies and scenarios are tailored for the internal manager.  We investigate when and how to transition this type of project. Participants will develop metrics to validate agreements and business objectives.

This course is designed for those who manage outsourced services.

Upon completion of this course, the participant will be able to:
>Distinguish the differences between a program, project and processes
>Develop easily implement-able plans to manage expectations with the outsourcing delivery organization
>Use project control techniques for outsourcing projects which include managing risk, roles and responsibilities, scope, timelines and finances for both the client and the delivery organization
>Recognize the transition of roles from the organization’s business model to a project structure and to the outsourcing provider
>Develop a knowledge transfer plan using a knowledge transfer checklist
>Use techniques to overcome resistance to change

Outsourcing Overview
“Outsourcing is an increasing reality in modern business practice. You must understand what is happening now, what is coming, why, and how to capitalize on opportunities.”
The Outsourcing Lifecycle
Aligning Best Practices with Strategy
Current Research and Thought Leadership

Key Concepts for Managing Outsourcing Projects
“Why is an outsourcing project plan different?  There definitely are similarities with other projects, but the complexity requires more upfront planning.”
Alignment of Outsourcing Programs and Projects
Constructing a Common Understanding of Success Factors and Their Priorities Through a Stakeholder Agreement
Defining Clear Responsibilities Between Client and Vendor
Creating your Outsourcing Project Plan

The Professional Services Framework
“The Professional Services Framework (PSF) provides a common defined process and terminology that ensures smoother transitions between phases and team members.”
PSF Phases and Deliverables
Qualify the Need and Opportunity
Recommend and Agree
Manage and Deliver

Preparing for Implementation of an Outsourced Relationship
“Engineering your existing operations to handle the complexities of managing outsourced relationships requires a calculated, yet flexible approach.”
Bridging the Sales/Delivery Gap
Reviewing Completeness of the Outsourcing Agreement
Building the Plan and Budgeting
Assumptions and Stakeholder Management
Deliverables and Milestones
Business Process Design
Implementing Controls for Your Outsourcing Project

.   Outsourcing projects - why are they different?  The risks are higher than most projects therefore requiring more robust controls.
Managing Outsourcing Project Risks
Managing Contractual Risks and Ongoing Service Risks
Developing a Communication Plan
Developing a Quality Plan
Ensuring Changes are Controlled
Risk Management for Outsourcing Projects
Risks are inherent in every project and relationship. There are also unique risks to managing outsourced and offshore relationships.
Review of Core Concepts in Risk Management
Build a Risk Plan
Pre and Post Transition Risks
Issue and Performance Reporting
Transitioning the Organization

Can the organizational structure of the project and the resulting organization affect influence and control?  Absolutely!  In the outsourcing project, you must consider the impact that change has to the business organization and also consider how to work within the vendor or client organization.   You can't consider the project closed unless the transition is complete!
Getting to the Right Project Structure to Balance Project  Influence and Control
Balancing Control Between Business and Outsourcing Vendor
Changes to the Business Organizational Structure
Understanding the Outsourcing Vendor Organizational Structure
Handling Resistance to Change
Planning Knowledge Transfer and Procedural Changes
Critical Success Factors
The Human Side of Outsourcing Projects
Preparing your employees for the changes in an outsourced relationship is quite a challenge. Building support and effective execution is essential to the long-term success of any outsourced initiative.
Layers of Cultures
Regional and Geographic Realities
Influence People without Formal Authority
Overcoming Resistance to Change

Closing the Outsourcing Project
“There needs to be a clean break between the project closure and the ongoing support.  Success criteria are different for each and must be clearly defined and improvement processes established.”
Benefit Realization for all Stakeholders
Process Improvement Based on Feedback and Control Plan Reviews
Document Archival and Retention Based on Policy and Legal    Requirements
Financial Analysis
Considerations for Ongoing Warranty or Service Level Agreement
Administrative and Contractual Close-outManaging the Relationship
By focusing on the relationship and building a true and solid long term business practice, you can innovate new ways to beat the competition and create sustainable business growth.
Capturing Business Knowledge
Measuring Knowledge Transfer
People Development
Threshold and Tolerance for Work Results
Nurturing the Relationship for Future Business Success