If you outsource IT projects to external vendors, you know how important it is to monitor their communication quality and performance. Poor communication can lead to misunderstandings, delays, errors, and dissatisfaction. But how do you track and measure the effectiveness of your IT outsourcing communication? Here are some tips and tools to help you.
Before you start working with an IT outsourcing vendor, you should establish clear and realistic communication expectations. This includes defining the scope, goals, roles, responsibilities, deliverables, timelines, and feedback mechanisms of the project. You should also agree on the frequency, mode, format, and tone of communication, as well as the escalation process for resolving issues. Having a written communication plan can help you and your vendor stay on the same page and avoid confusion.
A clear understanding of your organisational maturity with outsourcing of tasks, operations or services is critical to establish a clear Engagement Framework. This is the starting point. An Engagement Framework should include - stakeholder analysis, touch points, frequency, criteria, mediums, RACI, change management and others. One element of the framework is the communication plan. If you are first time outsourcing then there’s a lot more internal preparation that is required in order to establish a successful outsourcing initiative and it’s related activities, including the communication plan. It’s a shift from ‘operate and manage’ to ‘oversee and govern’. This mindset is required within the core, the management and project team.
My experiences come from both sides of the table: Corporate and Provider. Corporations must assemble a team of business and technical personnel to decide what systems they want to outsource and develop a comprehensive RFP detailing goals, architecture, performance objectives, communication plans, penalties, reporting metrics to name a few. Comprehensive is the key word. Research into the providers is extremely important. Interviewing their engineers and customers offers insight into how proactive the provider is. I stipulate action over reaction. Make sure you have an out, keep your options open. Establish rapport. Trust is a key element. The Provider must listen, understand the pain points and be held accountable and responsible.
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Conducting regular audits & reviews is essential for ensuring that the work produced by yr outsourcing team meets the required quality standards. Define Audit Scope & Criteria.Scope-Determine the specific areas of work to be audited (e.g., code quality, documentation, adherence to timelines, etc.Criteria- Establish clear criteria & standards for evaluating performance. This could include coding standards, documentation quality, project timelines & best practices adherence. By implementing a structured & consistent approach to audits and reviews, you can ensure that yr outsourcing team maintains high standards of quality and performance, leading to successful project outcomes.
To facilitate smooth and transparent communication with your IT outsourcing vendor, you should use reliable and user-friendly communication tools. These can include email, phone, video conferencing, chat, project management software, file sharing platforms, and collaboration tools. You should choose the tools that best suit your needs and preferences, and make sure that both parties have access to them. You should also ensure that the tools are secure, compliant, and compatible with your systems.
To evaluate the quality and performance of your IT outsourcing communication, you should track and measure some key communication metrics. These can include response time, resolution time, accuracy, clarity, completeness, satisfaction, and feedback. You can use various methods and tools to collect and analyze these metrics, such as surveys, reports, dashboards, analytics, and audits. You should also set benchmarks and goals for each metric, and compare them with the actual results.
Feedback is essential for improving and maintaining your IT outsourcing communication quality and performance. You should provide your vendor with regular, constructive, and timely feedback on their communication strengths and weaknesses, as well as your expectations and suggestions. You should also encourage your vendor to give you feedback on your communication as well, and listen to their concerns and opinions. Feedback should be respectful, specific, and actionable, and based on the agreed communication criteria.
Build an organizational relationship with your vendor. You can’t simply can’t pay an invoice every month and look the other way. Meet regularly, celebrate the wins together and talk through challenges . When you blur the line between FTE and vendor partner and focus on the outcomes together you can achieve great results .
Communication and engagement metrics should also be reviewed in the regular service performance reviews with your provider. Such review outcomes and critical aspects should be tables with the steering bodies when required for support and guidance. Your quality management processes should include continuous services improvement aspects, and one element of that should be the communication aspects.
Another way to track your IT outsourcing communication quality and performance is to review the outcomes of your communication. This means assessing how well your communication has contributed to the success of your IT project, such as meeting the deadlines, quality standards, budget, and scope. You should also review how your communication has affected your relationship with your vendor, such as trust, satisfaction, loyalty, and collaboration. You can use various tools and methods to review your communication outcomes, such as surveys, testimonials, reviews, and case studies.
One of the aspects that needs to be considered is the ‘end consumer’ feedback on the reach, impact, understanding and value of the different aspects of communication practices. This can provide great insights into adjusting the communication strategy in order to create the maximum impact of the communication done.
Based on your tracking and reviewing of your IT outsourcing communication quality and performance, you should adjust your communication strategies accordingly. This means identifying the areas of improvement, implementing the necessary changes, and monitoring the impact of those changes. You should also communicate with your vendor about the adjustments, and seek their input and cooperation. Adjusting your communication strategies can help you optimize your IT outsourcing communication quality and performance, and achieve your IT project goals.