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How do you ensure quality and consistency in your association management outsourcing services?

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Association management outsourcing (AMO) is a growing trend among associations that want to reduce costs, improve efficiency, and access specialized expertise. However, outsourcing also comes with challenges, such as maintaining quality and consistency across different service providers, ensuring alignment with the association's vision and goals, and managing communication and collaboration effectively. In this article, you will learn some best practices to ensure quality and consistency in your association management outsourcing services.

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1 Choose the right AMO partner

The first step to ensure quality and consistency in your AMO services is to choose the right partner that can meet your association's needs and expectations. You should look for an AMO that has relevant experience, credentials, and references in your industry or sector, as well as a proven track record of delivering high-quality services and results. You should also evaluate the AMO's culture, values, and approach to see if they match with yours, and how they handle quality assurance, feedback, and improvement processes.

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Bradley Wilder, PE, CAE

Senior Director of Technical Advancement at AMPP: Association for Materials Protection and Performance
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Different association membership communities and demographics can have very different needs. Look for an AMO who has experience serving a similar membership base to your own and check their references with those organizations.

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2 Define clear roles and expectations

The second step to ensure quality and consistency in your AMO services is to define clear roles and expectations for both parties. You should establish a detailed service level agreement (SLA) that outlines the scope, deliverables, timelines, standards, and metrics of the AMO services, as well as the roles and responsibilities of each team member, the communication channels and frequency, and the escalation and resolution procedures. You should also review and update the SLA regularly to reflect any changes or issues that may arise.

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Bradley Wilder, PE, CAE

Senior Director of Technical Advancement at AMPP: Association for Materials Protection and Performance
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When evaluating possible AMOs, provide each with a request for proposal (RFP) outlining your expectations for their exact services to be provided, deliverables, costs, and guidelines for adding or removing from their scope of work. Be clear on how your staff and AMO will interact. Do you only want a single deliverable at the end of the contract? Do you want them to participate in regular meetings with staff? When and to what detail will they submit progress reports?

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3 Monitor and measure performance

The third step to ensure quality and consistency in your AMO services is to monitor and measure performance regularly and objectively. You should use the SLA as a basis to track and evaluate the AMO's performance against the agreed-upon standards and metrics, such as quality, timeliness, accuracy, satisfaction, and impact. You should also collect and analyze feedback from your staff, members, and stakeholders to assess the AMO's performance from different perspectives. You should then share and discuss the performance data and feedback with the AMO and identify any areas of improvement or recognition.

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4 Provide ongoing support and feedback

The fourth step to ensure quality and consistency in your AMO services is to provide ongoing support and feedback to the AMO. You should maintain regular and open communication with the AMO to share information, expectations, challenges, and opportunities, as well as to address any questions or concerns that may arise. You should also provide constructive and timely feedback to the AMO to acknowledge their achievements, highlight their strengths, and suggest areas for improvement. You should also encourage the AMO to provide feedback to you on how you can support them better.

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5 Foster collaboration and learning

The fifth step to ensure quality and consistency in your AMO services is to foster collaboration and learning among your staff and the AMO. You should promote a culture of teamwork, trust, and respect between the two parties, and create opportunities for them to interact, exchange ideas, share best practices, and learn from each other. You should also facilitate joint training and development programs to enhance their skills, knowledge, and competencies, and to align them with the association's vision, goals, and values.

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6 Review and refine the AMO relationship

The sixth and final step to ensure quality and consistency in your AMO services is to review and refine the AMO relationship periodically. You should conduct a comprehensive and honest evaluation of the AMO relationship at least once a year, or more frequently if needed, to assess its strengths, weaknesses, opportunities, and threats. You should also solicit feedback from your staff, members, and stakeholders on their satisfaction and expectations of the AMO services. Based on the evaluation and feedback, you should then decide whether to continue, modify, or terminate the AMO relationship, and implement any necessary changes or actions.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you ensure quality and consistency in your association management outsourcing services?

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1 Choose the right AMO partner

2 Define clear roles and expectations

3 Monitor and measure performance

4 Provide ongoing support and feedback

5 Foster collaboration and learning

6 Review and refine the AMO relationship

7 Here’s what else to consider

Association Management

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