Session 703: Outsourcing for SuccessA Best Practices Blueprint

Richa Batra – Vice-President of Student Services Operations, Blackboard

Michael Zastudil – Directory of Enterprise Help Desk Services, Blackboard

Why Consider Using an

Outsourced Tier 1 IT Provider

BETTER

Utilize Resources

CONSISTENT

Service Experience

COST V. BENEFITS &

Value Assessment

BEST PRACTICES STRATEGY

CULTURE

RESOURCE

S NEEDED

IMPACT

What to Consider When Looking

to Outsource

Culture

Customer and End User

Culture

IT Support Governance and

LeadershipIT Project Culture

Financial Culture

Nurturing or maintaining an outsourced partner relationship involves:

• Service Management

• Knowledge Management

• Vendor Management

Resources

Knowledge Creators (authors)

Knowledge Coordinator or Librarian (ITIL® calls this a Knowledge Management Practitioner)

Process Skills

Quality Assurance Skills

Operational Management Skills

What Makes a

Successful

Implementation?Well-Defined Scope

Good Knowledge Management

Right Level of Complexity

Tools Provided to Partner

Knowing Your Partner’s Capability

Knowledge

Management Many organizations are behind in their knowledge management processes.

Ownership of the KM process is often overlooked and for a successful implementation

Ability for your vendor partner to provide feedback on quality or accuracy of the articles is important

Tools Provided to Partner

Best Practice Prevail

Ongoing Support &

Partnership

ManagementProcess. “Really Good” KM is critical to early success.

Quality Assurance

New Service Rollout

Working with Other Departments

Partner Communication

Quality AssuranceCustomer Feedback (Satisfaction Survey Results)

Review the Chronology

Find the Breakdown

Rapidly Respond:

• Knowledge Updates

• Agent Quality Review

• Process or other Updates

Monitor for Trends

Benefits Realized

EFFICIENT

MODEL

EFFECTIVE SUPPORT

of New Services

COST-SAVINGS

Deciding on Your Partner

CAPABILITIES CAPACITY CULTURESCOPE

Training and Quality Assurance

Measureme

nt &

Assessment

New Hire

Training

Ongoing

Refresher

Training

360 Degree

View of

Quality

Assurance

Hybrid Training Model

Approach

Understand Expectations

Establish Information

Networks

Measurement & Assessment

Ongoing advisor just in time self

paced modules with

assessments to define areas of

opportunity.

New Hire Training

Facilitator led classroom training

including several weeks of hands

on training certification.

Ongoing Refresher Training

Coaching and development is a

daily part of our process and

proactive refresher training takes

place before and after each peak

period on top issues.

360 Degree View of Quality

Assurance

Internal quality assurance

process, customer satisfaction

scores and third party mystery

shop scores provide our full view

of quality assurance.

Implementation

Kickoff /

Planning

Identify engagement teams

Assemble project resources

Review support scope

Identify program risks (internal and external)

Deliver project plan and timeline

Requirements /

Data Gathering

Outline and collect required documentation and knowledge relative to scope

Streamline and update processes

Determine technology needs

Analyze support volume

Customer

Success

Conduct 360 degree feedback (30/60 day review)

Report delivery and performance monitoring

Deliver account management plan

Go Live

Launch support services

Transition to account management team

Deliver marketing and communications materials

Testing /

Sign-off

Review knowledge base and sign-off

Test technology and sign-off

Execute staffing plan

Review training and deliver

Design /

Development

Compile and refine knowledge base

Design, configure, and implement technology (CRM, Telephony, Reporting, Access)

Generate forecast and staffing plan

Post Launch

Technology Audit & Reviews

Escalation Drivers & Resolution

Rate Review

Team Training Needs

Quarterly KB Review

Quarterly Performance Review

Ongoing Service Management

Continued support and

alignment with

Institutional needs

Communication & Program Management

Meeting schedules &

collaboration

Daily Quality Reviews

Incident Management Review

Performance Management,

Reporting & Training

Account Updates/Provisioning

Knowledge Reviews and

Collaboration

Day-to-Day Service Management

Daily performance

management, incident

analysis, and process

improvement discovery

Client Management & Incident

Reviews

Content Management &

Advisor Coaching

Forecast and Volume

Performance Review

Weekly/Bi-Weekly Operations

Meeting

Blackboard

Student

Services

1,000+

advisors

500+

clients

8 million

interactions

90%+

satisfaction rate

Millions

served

Questions and Answers