What are the key factors to consider when negotiating a maintenance outsourcing contract?

You should Clearly define the scope of work to be outsourced, including specific tasks, responsibilities, and performance measures. then define the Service Level Agreements that outline the expected level of service, response times, and performance metrics. It is important to negotiate pricing structures and payment terms that align with your budget and cash flow requirements as well. Quality standards and procedures must be defined to ensure that the outsourced maintenance meets your expectations. Consider also the ability to adjust the scope of work and scale services up or down as required. Mention duration of the contract, renewal options, and termination clauses. The contract must comply with relevant laws, regulations, and standards.

Siempre la elaboración del alcance del trabajo, incluyendo la especificación técnica y todos los requisitos, constituye la primera fase, para poder cotizar o licitar y luego establecer el Contrato. Lo anterior son aspectos que he venido abordando en distintas Conferencias y Cursos, desde hace más de 10 a?os. Cómo desarrollar una adecuada Tercerización, es algo que abordo en detalle en nuestro Curso de Administración de Contratistas de Mantenimiento y en nuestro Programa In Company de perfeccionamiento en Contratación y Tercerización de Servicios para Mantenimiento y Proyectos Industriales, que imparto con Altmann y Asociados.

Negotiating a maintenance outsourcing contract requires careful consideration of various factors to ensure that the agreement meets your organization's needs while mitigating risks and maximizing value. Here are vital factors to consider during negotiations

Es necesario identificar las actividades del CORE BUSINESS ya que estan son claves para el funcionamiento de los equipos e instalaciones; una vez hecho esto podemos determinar que actividades pueden ser ejecutadas por proveedores externos que no requieren un conocimiento muy específico toda vez que todo esté alineado con una estrategia de mantenimiento que incluya lo predictivo, preventivo y correctivo relacionado con el servicio contratado.

Acredito que ao negociar um contrato de terceiriza??o de manuten??o, é crucial considerar diversos fatores importantes. Isso inclui a clareza das especifica??es do trabalho, a reputa??o e experiência da empresa terceirizada, condi??es de pagamento e flexibilidade contratual para lidar com mudan?as nas necessidades de manuten??o. Além disso, métricas de desempenho e mecanismos de resolu??o de conflitos devem ser acordados. Também é essencial estabelecer uma comunica??o eficaz e expectativas claras desde o início. A gest?o de riscos, com responsabilidades definidas e protocolos para contingências, é fundamental. A corresponsabilidade da empresa contratante na gest?o dos riscos deve ser assegurada, promovendo uma parceria sólida e eficiente.

Todos los requisitos y pasos y exigencias que debe cumplir el Contratista durante el desarrollo de su trabajo, deben ser establecidos desde el inicio del proceso de Tercerización, indicando explícitamente los mismos en el Pliego de Contratación.

When negotiating a maintenance outsourcing contract, a paramount consideration is defining clear and comprehensive SLAs. Taking Boeing as an example, the aerospace company meticulously outlines SLAs to ensure outsourced maintenance services adhere to its high standards of quality and safety. Boeing's approach to SLAs includes detailed descriptions of each maintenance task, performance metrics, and penalties for non-compliance, ensuring the service provider is fully aligned with Boeing’s operational goals and safety requirements. This level of detail and clarity in SLAs helps mitigate risks associated with outsourcing, ensuring that maintenance activities are performed efficiently and to the required standard.

Service Level Agreements (SLAs): Establish SLAs that outline performance expectations, including response times, resolution times, uptime guarantees, and service quality metrics. Ensure that SLAs are measurable, realistic, and aligned with your organization's operational requirements.

It should detail performance metrics, response times, and quality standards. Establishing clear benchmarks for service delivery not only holds the provider accountable but also provides a basis for measuring performance and addressing any issues that arise.

The service level agreement (SLA) establishes realistic performance indicators, targets, and penalties, tailored to your priorities. It outlines reporting, monitoring, and improvement protocols, with defined verification and evaluation methods. SLAs also detail issue resolution procedures, including available remedies or compensation, ensuring accountability and alignment with expectations.

O gestor deve ter clareza do servi?o que ele está contratando e o nível de exigência definido. Os valores precisam ser condizentes ao que se contrata. As metas de desempenho podem ser atreladas à penalidades ou b?nus, mediante resultados atingidos. Sempre considerar varia??o cambial e infla??o para contratos, bem como varia??o do custo de m?o de obra na sazonalidade, se aplicável.

Discuss the pricing structure thoroughly. Whether opting for a fixed price, hourly rates, or a hybrid model, ensure that all costs are transparent. Consider the payment schedule and any potential for price adjustments over time, especially if the scope of work changes.

Si bien debemos definir claramente los precios y los términos de pago, erróneamente en muchos casos se decide solo en función del factor precio y no a otros factores como calidad del servicio, valor que genera el servicio, por ende, se complementa en el contrato cláusulas de por ejemplo: ? Penalidades en caso no se cumpla con algún acuerdo de servicio. ? Reducción del costo del servicio anual, al identificar, analizar e implementar acciones provenientes de un Análisis Causa Raíz (ACR) robusto, como por ejemplo determinar la frecuencia de cambio optima de componentes. ? Bonos en caso de sobrepasar las metas establecidas como por ejemplo la disponibilidad de una máquina o línea productiva por encima de los establecido.

Negotiate a cost structure and pricing model that aligns with your budgetary constraints and financial objectives. Evaluate different pricing options, such as fixed-price contracts, time and materials contracts, or performance-based pricing models, and choose the one that offers the best value for your organization. Define payment terms, invoicing schedules, and acceptable methods of payment. Clarify billing processes, including invoicing frequency, payment deadlines, and any penalties or incentives for early or late payments.

Pricing and payment terms establish fair, transparent costs reflecting service value and quality. They should be competitive, inclusive of incentives for surpassing targets, and penalties for underperformance or breaches. Clear provisions for discounts, bonuses, fees, and charges ensure accountability. Contingencies like inflation or market fluctuations should be addressed, delineating their impact on the contract. This ensures a mutually beneficial agreement with transparent financial arrangements.

Effective risk allocation and management strategies are essential for outsourced maintenance. They should be balanced and comply with safety, environmental, legal, and ethical standards. Protocols for emergency response, crisis management, and communication ensure readiness and coordination. These measures safeguard assets, data, and reputation, fostering trust and resilience in outsourcing partnerships.

Identify potential risks associated with the outsourcing arrangement. Discuss liability, insurance requirements, and how risks will be managed. Clearly delineating responsibilities in case of service failures or accidents can protect both parties and mitigate financial exposure.

To further enhance the risk management strategy, here are some additional considerations: 1. **Regular risk assessments**: Both parties should conduct regular assessments to identify new or evolving risks and adjust the risk management plan accordingly. 2. **Clear escalation procedures**: Establish a clear escalation process for when issues or risks arise, ensuring that both parties know the appropriate communication channels and response times. 3. **Continuity planning**: Develop business continuity plans to address potential disruptions, and ensure that the outsourcing provider has the necessary resources and capabilities to maintain critical operations.

Risk allocation and management strategies determine how outsourced maintenance risks are identified, assessed, shared, and mitigated. They should be balanced, reasonable, and commensurate with risk magnitude. Addressing safety, environmental, legal, and ethical standards ensures compliance and asset protection. Protocols for emergency response, crisis management, and communication ensure readiness and coordination. These measures safeguard assets, data, and reputation, fostering trust and resilience in the outsourcing partnership.

To maintain a productive and professional relationship in a maintenance outsourcing contract, fostering collaboration is key. A robust CMMS allows you to track the progress and performance metrics of outsourced tasks just as you would for in-house technicians. It also offers GPS tracking for external teams, ensuring transparency. By leveraging accurate performance data, you can negotiate fair pricing based on results. Additionally, such systems collect user feedback and ratings, helping recognize high-quality service and reinforcing productive partnerships.

Building a strong relationship with the service provider is vital. Establish communication protocols and regular check-ins to foster collaboration. A positive relationship can lead to better service quality and quicker resolution of any issues that arise.

Relationship management outlines collaborative practices between you and the provider, fostering trust and mutual benefit. It should embody respect, professionalism, and alignment with your culture and values. Clear delineation of roles, responsibilities, and staff training ensures effective integration with your systems. Processes for soliciting feedback, addressing suggestions, and resolving complaints enhance communication and responsiveness. Establishing mechanisms for recognizing and rewarding performance reinforces positive engagement and fosters a productive partnership.

Foster collaboration and communication to ensure a successful partnership and address issues proactively The relationship management should also define how the provider will solicit and respond to your feedback, suggestions, and complaints, and how you will recognize and.

Contract duration and termination terms should offer flexibility, adaptability, and responsiveness to evolving needs. They must outline conditions, clauses, and triggers for renewal, modification, or termination, with clear implementation and enforcement mechanisms. Protocols for asset, data, and document transfer or return ensure seamless transition upon contract conclusion. Additionally, procedures for completing or handing over unfinished work facilitate continuity and minimize disruption. These provisions safeguard interests and facilitate smooth transitions in the outsourcing arrangement.

Contract terms must be flexible, adaptable, and responsive to evolving needs. They should outline clear conditions for renewal, modification, or termination, with effective enforcement mechanisms. Protocols for asset, data, and document transfer or return and procedures for unfinished work should also be established to ensure a seamless transition and minimize disruption.

Determine the length of the contract and the conditions under which it can be terminated. Flexibility is important; consider including clauses that allow for early termination or renewal options based on performance or changing business needs.

A dura??o do contrato precisa ser atrativo para ambas as partes. Muitas vezes a empresa contratada precisa mobilizar um grande contingente de profissionais, e isso é custoso. Se o contrato for curto, será mais complexo conseguir m?o de obra qualificada e poderá custar mais para a contratante. Importante após um ano colocar a cláusula de distrato com aviso prévio de 30-60 dias sem penalidades.

La ingeniería económica en cuestiones de costos contempla: "El valor que se da al consumo de factores dentro de la producción de un bien o un servicio" Las organizaciones en todo el mundo buscan nuevos enfoques de gestión. Al externalizar la función del mantenimiento se busca reducción de costos fijos, por lo tanto se trata de adecuarlos a costos variables más flexibles en función de la naturaleza de los procesos de la organización y las prioridades. El mantenimiento externalizado es una alternativa valorable para minimizar los costos en una gestión industrial.Esta función puede permitir en términos administrativos mejoras en el balance contable.

What’s missing for me in the contributions to far is the “why outsource”, what do you really want to achieve. Do you want your reduce costs, improve uptime or hire in specialism, where you don’t have it. And, in your relationship and contract structure consider the level of involvement and overlap between contractor and your own organization. Best models are where you either go “hands off” with strong performance management or you stay heavily involved and effectively hire in manpower

The HUMAN FACTOR: Switching to outsourced maintenance has an impact on the staff. Whether it is for a renewal or a new outsourced scope, it is essential to consider the human impact and negotiate the conditions for the future of the existing staff. Many solutions exist and can be planned to facilitate change: integration of teams with the subcontractor, relocation plan, skills development plan, analysis of the teams’ perception of subcontracting, communication about change. Innovative and rewarding ideas can sometimes emerge if this challenge is addressed with transparency and proactively.

Como suelo indicar en muchas de mis Conferencias y en mi Curso de Administración de Contratistas de Mantenimiento, la Tercerización es una excelente herramienta cuando se gestiona adecuadamente. Una mala gestión de tercerización por una incorrecta definición y especificación del alcance del trabajo, y/o una inadecuada administración del Contratista, pueden llevar a grandes perjuicios y cuatiosas pérdidas a las Organizaciones contratantes.

En primer lugar es prioritario conocer y entender la política de contratación o externalización de la empresa u organización, partiendo de ello, realizar un alcance detallado y estructurado del servicio solicitado, considerando puntos como el ámbito del servicio, descripción detallada, demanda proyectada, parámetros de rendimiento, KPIs, requerimientos mínimos de personal, certificaciones, atributos de la empresa contratista (experiencia, presencia en la industria, etc.), recursos provistos por la empresa externa y por el contratante, penalidades, etc. Finalmente considero importante realizar el cálculo de internalizar el servicio considerando el mismo alcance solicitado, para poder así tener una comparación económica vs la externalización.