Seu parceiro de terceirização de TI não consegue atender às expectativas de serviço. Como você vai navegar por interrupções inesperadas?

📊 Evaluating disruptions starts with identifying affected services and their operational impact. 📋 Prioritise High-Impact Areas Focus on critical services to ensure minimal disruption to daily operations. This targeted approach allows for efficient resource allocation and swift recovery. 📜 Review Contractual Obligations Consider SLAs and contractual terms to guide your response and manage expectations effectively. Aligning actions with agreed standards ensures accountability and service quality. 🔍 Understand the Scope Thoroughly assessing the disruption's extent is key for formulating a robust response plan. A clear understanding enables precise and proactive measures.

In fact detecting the failure early is most important step. Vendors usually submit water melon reports ( green outside and red inside). You can’t wait until the vendor fails to deliver the final deliverable and then act. Detect failure early proactively

Check the supplier related exit strategy. If you have the right one in place you have monitored the market regularly and would have a list of future substitutes. Start to negotiate and manage the change on time.

Muitos parceiros costumam seguir a risca o que foi contratado, bem como levando em consideração o SLA contratado para estipular a entrega. Mas quando a quebra do mesmo ocorre, isso além de impactar a entrega final, também limita a parceria com o cliente outrora conquistado. É primordial essa entrega acontecer, para minimizar o impacto para o cliente final, assim também minimizando para o parceiro.

When your IT outsourcing partner fails to meet service expectations, address disruptions by immediately communicating the issues and seeking clarification. Review the service contract and SLAs to identify accountability. Develop a contingency plan to mitigate impact, including reallocating tasks internally or engaging a backup vendor. Implement corrective actions and set a timeline for resolution. Monitor progress closely and maintain open communication with all stakeholders. Document the incident for future reference and consider renegotiating terms or exploring alternative partners if issues persist.

🔄 Communication First Initiate a transparent dialogue with your outsourcing partner. According to Gartner, effective communication can resolve 80% of outsourcing issues before they escalate. 📚 Document Everything Maintaining detailed records of all interactions helps in identifying patterns and prevents future disruptions. Harvard Business Review suggests documentation as a key tool in managing outsourcing relationships. 🤝 Set Clear Expectations Establish clear guidelines for handling failures to foster a proactive approach. The Project Management Institute emphasizes the importance of predefined protocols in outsourcing contracts.

Keep a core team internally and scale with an external partners while monitoring these by your team should allow for early detection and addressing the issues.

Early communication is crucial when dealing with an IT outsourcing partner failing to meet expectations. In one project, we faced significant delays due to misaligned timelines. Immediately, we scheduled a call with the partner to discuss the issues and realign expectations. This proactive approach allowed us to address the root cause quickly, adjust our plans, and mitigate further disruptions. Keeping open lines of communication helps to maintain transparency and trust, ensuring both parties work collaboratively towards resolving the issue.

🔍 Contract Review: Ensure you understand performance standards, penalties, and dispute clauses in your outsourcing contract. These elements are crucial to enforce your rights and seek compensation for disruptions. 📊 Performance Metrics: Regularly monitor your outsourcing partner's performance against agreed metrics. This proactive approach can help identify potential issues early. ⚖️ Legal Guidance: If necessary, consult with a legal expert to interpret contractual obligations. This can be invaluable in resolving disputes effectively. 💬 Has anyone faced similar challenges with outsourcing partners? How did you address them?

🔍 Assessment: Evaluate the causes and impact of service failure. 🤝 Communication: Open dialogue with the partner to address issues. 📅 Immediate Action: Implement temporary solutions to mitigate disruptions. 🔧 Contract Review: Refer to SLAs and dispute resolution processes. 🔄 Contingency Planning: Prepare alternative outsourcing options if needed. 📈 Continuous Improvement: Learn from the experience for future partnerships. By assessing, communicating, taking immediate action, reviewing contracts, preparing contingencies, and focusing on improvement, you can navigate disruptions with an underperforming IT outsourcing partner effectively. #ITOutsourcing #ServiceDelivery #BusinessContinuity

É crucial ter um plano de riscos claro e bem desenhado com estratégias de mitigação e contingências. Ter equipes internas preparadas para assumir temporariamente as funções críticas assegura que suas operações não parem completamente enquanto o problema é resolvido. Ou ter o envolvimento com Provedores Alternativos que possam ser rapidamente acionados em caso de falhas do parceiro principal. Isso proporciona uma rede de segurança adicional. Para grandes contratos é uma boa prática ter mais de uma fornecedor para um determinado serviço para reduzir esse tipo de risco.