You're giving feedback to an IT outsourcing team. What's the best way to ensure they hear you?

Act as a role model, and above all be honest to them. I have worked many years in IT Outsourcing and the first thing to have in hand is that your Client trusts you with their precious IT Environment....treat it like it were to be your own.

Right Thinking : gérer son environnement IT à l'aide d'un prestataire et non pas gérer un prestataire pour gérer son environnement IT.

O processo de defini??o consiste em estipular KPIs com regras bem definidas, plano de comunica??o na esteira operacional, tática e estratégica. O monitoramento de KPIs deverá deixar todo processo mais transparente e refletir a realidade do sucesso da opera??o que está passando pela terceiriza??o, já o plano de comunica??o vai garantir que todas as a??es de ajustes necessárias sejam concluídas a tempo com tomada de decis?o em conjunto todos os níveis da organiza??o.

1) Specific to IT outsourcing program, Identify top 5 risks and its mitigation mechanism from planning, resourcing, technology, Business continuity & business case perspectives. 2) Have an agreed Change Management & Governance plan with Supplier

When setting expectations, aim for clarity and measurability. For instance, rather than stating "a nice UI," specify "Material UI" for objectivity. Similarly, instead of referencing a "complex form," describe a form with 28 fields of types A, B, and C. This approach eliminates ambiguity, ensuring feedback aligns with initial discussions and preventing misunderstandings within the team.

Timeliness works in both directions, we all know projects and operations have issues, Resolving them and eliminating repeats is in both our best interest.

When you give feedback to an IT outsourcing team, you need to be specific and timely. Specific feedback means that you provide concrete examples, data, and suggestions for improvement, rather than vague or general comments. Timely feedback means that you share your feedback as soon as possible, preferably within 24 hours of receiving the work or noticing a problem. This way, you can prevent the IT outsourcing team from wasting time or resources on something that does not meet your standards or needs.

Effective feedback to an IT outsourcing team requires specificity and timeliness. Specific feedback entails offering concrete examples, data, and improvement suggestions instead of vague comments. Timely feedback means sharing thoughts promptly, ideally within 24 hours of receiving work or noticing issues. This approach prevents wasted time and resources on deliverables not meeting standards or requirements.

Através do monitoramento de KPIs é possível ser oportuno e fundamentado sobre uma regra pré-definida, desta maneira os feedbacks sempre ser?o construtivos e bem assimilados por todos.

Generativeness where end user and customer is in center of whole thing and linked to it utilities, verbs (not just nouns). Domain centric use case must, NOT SI and tech Execute (daily contract like working) do ONLY when quality of architecture not compromised. In IT outsourcing - due to one of four teaming model, weak ness arise a lot in both this architecture and daily contractor work part. This needs to be spotted very fast.

It is very important that this is viewed as a partnership, discussions that are marked with integrative negotiation (in opposite to sum-zero game) should start by addressing the "needs" of both parties, Basically what both parties need to achieve success. If the conversation reaches a level of finger pointing it is not the right partnership or the right partner. It is important to embrace a mindset and culture of "you success is our success". Having said so doesn't mean that accountability, agreements, contracts and expectations should be ignored, but both parties are held accountable in the Right spirit and healthy dynamics.

I would recommend avoiding "negative" feedback. Any feedback is an opportunity to learn. So, consider feedback as an opportunity to make cooperation better. In the feedback, reveal the desired behavior or outcome and point out what doesn't meet your expectations.

Feedback isn't solely about highlighting errors; it's also about acknowledging achievements and strengths. When providing feedback to an IT outsourcing team, maintain a balance between positive and negative aspects, showing appreciation and respect for their efforts. Positive feedback serves to motivate and inspire, fostering improved performance and increased value delivery. Negative feedback should be constructive, focusing on solutions rather than blame, ensuring a supportive environment for growth and development.

Practica el enfoque "sándwich" al ofrecer retroalimentación comienza y termina con comentarios positivos, insertando las áreas de mejora o críticas constructivas en medio.

Reminder to clients that blaming your outsourcer reflects on the team managing that outsourcer as well. The true partnerships show issue resolution as a positive - we eliminated an escape!

You'd be surprised how an outsourcer will go that extra mile to delight a client! A positive approach with respectful transparency and empathy will be returned 100 times.

Start on a positive note and give them some TLC very important to make them feel part of "WE" and not "ME". People will listen to talks that make them feel better rather then talking down at them. The key here is to pitch a good pitch and get value oit it for all.

There must be little room for ambiguity. When a client orders 5 yards of dirt, 5 yards are delivered. Little trust is needed, just well-defined service levels. What is not measured is not important.

Governance and deep, detailed feedback sets the forward path for success. Don't ignore your outsourcers desire to share, and ask what you are planning so they can understand where their value is. Valued outsourcers will provide more value than originally anticipated.

Create a contract with a risk and reward clause. Define what ‘good’ looks like and reward this behaviour. As a counter, if the outsourcer doesn’t perform to the agreed ‘what good looks like’ then apply the risk element. Typically the risk and reward could be 10-15% of any stage payment.

Como dito acima, o monitoramento por KPIs baseado em regras tangíveis e mensuráveis, é fundamental para um monitoramento adequado e eficiente.

Yes, measure, with well-defined liquidated damages associated with service level defaults. When a client gets less than expected, the client says less.

Sin seguimiento y medición, es difícil saber si se está progresando hacia los objetivos establecidos. Considera una retroalimentación efectiva donde la comunicación es clara, regular y bidireccional. La sinergia entre la retroalimentación continua y el uso estratégico de herramientas de gestión de proyectos, establece una base sólida para el éxito de los proyectos. Al enfocarse en la personalización, la adopción, la disciplina de actualización y el mantenimiento regular, complementado con un enfoque proactivo hacia la retroalimentación y ajuste basado en datos, los líderes de proyecto pueden asegurar no solo el cumplimiento de los objetivos sino también la mejora continua en la eficiencia, calidad y satisfacción del cliente.

By consistently providing feedback, you significantly increase your chances of fostering a productive collaboration with your IT outsourcing team, surpassing 80% of other companies in effective partnership development.

While feedback (positive and negative) is important, it is crucial to note that there is no "us" and "them" in the relationship. Problems and issues need to be resolved as a team, timelines need to be established for updates and resolution. The same is true for providing feedback (which should occur to and from the IT outsourcing team): timely, accurate, fact-based, and complete.

Promise the team a good bonus and give the bonus once you won the deal. (This sounds oldfashioned in our modern world but it is still true: Money makes the world turn round round round.)

You're right about measuring the impact of feedback. By tracking how feedback influences things like quality, efficiency, and client satisfaction, you can refine your approach and ensure your feedback is truly valuable. Also, projects can evolve over time. Regular feedback ensures everyone is aligned with the latest goals and adapts to changing priorities.

Feedback should be about engaging, enabling, and empowering the teams. To ensure that the teams hear you, ensure first that you listen to them.