lessons learned from a successful insourcing partnership
DESCRIPTION
In this presentation we share tips -- based on our own lessons learned -- on how to identify ways to strategically position yourself inside your clients business, prepare yourself with the right resources when they’re needed, and how to avoid making the same mistakes we made!TRANSCRIPT
Sumaria Networks
Lessons Learned from a Successful
Insourcing Partnership
A Sumaria Company
Carole A. Meade
People ▪ Training ▪ Solutions
April, 2013
our Objectives
After this session you should be able to…
Prepare yourself with the right resources when they are
needed
Avoid making the same mistakes we made
Identify ways to strategically position inside your clients business
we Began
…in 2000 as a learning services organization created by
Sumaria Systems, Inc., a Boston, MA company…
About Sumaria Networks, LLC
…as a response to a contract win to outsource Lucent customer training
in North America!
is a leading Global, High-Tech learning services company for the IT, Telecom, Utilities
and Healthcare industries.
Our international team of 150+ industry and product specialists have more than 12 years of proven performance in
Instructional Design, Development, Certification, Technical Writing
and Delivery Support expertise.
Sumaria Networks, LLC…..
our Mission
…is to help you improve
competitive prices
your workforce performance
through high-quality learning services at
What do you think…
…being a trusted partner
to your client means?
our Survey Says…
how Our Clients See Us
the Importance of Resource Integration
the Importance of Pricing
the Importance of
Relationships
our
Pillars of Client ServicesTrusted Partnerships
PILLAR I Shared Vision Extension of Client Learning Organization
We understand the client’s vision.
And our contract employees collaborate with their client counterparts to work
toward that shared vision and business success.
PILLAR II A Foundational Relationship We are your consistent, reliable and loyal supplier
Over time we have become the go-to supplier because of our commitment and loyalty to
partner with and support our client’s needs.
PILLAR III Operating GuidelinesWe work closely with client delivery and development stakeholders
We have excellent working relationships with client stakeholders.
We understand their business goals and objectives and we work towards them
together.
PILLAR IV Commitment Create an environment for long-term quality service at great rates.
We strive to do the best possible job for the most competitive
price.
PILLAR V Collaboration We synchronize and integrate
your process flows seamlessly.
Our contract employees are trained and integrated into our client’s
processes.
PILLAR VI Adaptation Adapting to our client’s changing needs is
critical to mutual success
We keep up-to-date on our clients trends and changes.
We strive to be prepared to support and assist
them as their needs change.
get to Know Your Customer
understand their Business & Share their Vision
Attend meetings or
read press releases
Meet with your inside employees to
review trends and updates
be a Loyal Partner
Ask about their issues
Pay attentionFind the holes and fill them
Be flexible and prepared
Strategic Forecasting
Plan meetings with stakeholders
on a regular basis to
determine and plan for upcoming needs.
create an Environment for Partnership
Quality of Service
Provide the best possible service at all times regardless of pricing
Competitive Pricing
Be flexible and willing to negotiate prices.
We have negotiated reduced prices when needed to meet
their budgets.
understand their Day-to-Day
Processes
We provide training and updates in a regular forum to facilitate sharing.
Our contract employees share processes and procedures with each other and are
included in client process meetings.
be ready to Adapt to Their Changing
Needs by…
asking Questions
Ask them about their daily needs and what issues they are having in trying to reach their
business goals.
Anticipating Needs
Pay attention in meetings and try to anticipate how you might help them
meet their goals or solve their business problems.
staying Ahead of the Curve
Keep up on industry trends.
Be ready to help move them
to the next level.
How do you…
…recruit or prepare resources to fit your client’s needs?
answer: Be Ready with Your Resources by…
holding Strategic Resource Meetings
Set up regular resource meetings with your client
Review their satisfaction with resources
Discuss upcoming changes/needs
KeepingAhead of the Curve
Anticipate needs and recruit resources
in advance
Partner with recruiters and resource vendors
preparing Your Resources
Anticipate trends and needs
Supply updates and information
Provide training or mentoring where needed
how to Avoid Mistakes
do not Assume…
…the client is managing the projects and people.
Double-check your project work!
regularly Check-in with Stakeholders
Hold formal or informal regular meetings
Measure client satisfaction via surveys
what Our Clients Say About Us
“We use Sumaria’ s Instructional Design resources on an ongoing basis to assist us with the ebb and flow of our workflow. We have found Sumaria’ s resources to be highly skilled and very dependable so that we can count on them to deliver great quality results on time and on budget every time.
We enjoy working with Sumaria because they are easy to do business with, flexible and work with us to meet all our needs.”
Client Technical Development Manager
“Sumaria provides high-quality Instructional Designers that
meet today’s requirements for development of courseware.
The Program Manager understands my business and
development requirements making it easy to partner with them.”
Client Sales Development Manager
and They also Say That…
our Client AwardsWe have won both the
key and best supplier/partner award
for 2 years running out of a pool of
more than 7000 suppliers.
Best Supplier/Partner Award, 2012Key Supplier Award, 2012
Best Supplier/Partner Award, 2011Key Supplier Award, 2011
In SummaryBe a Trusted Partner by…..
Understanding their business and helping them work towards their goals
Integrating your resources into their processes
Forming solid strategic relationships
And by being…..
Flexible with pricing and ready to adapt to their needs
An extension of their organization
A loyal and committed partner
45
Thank You!
Any questions?
Contact UsCarole A. Meade, Director of Development
www.sumarianetworks.com