Noticias de la Cámara
Electronbox | How to achieve a successful outsourcing project
10/04/2019
Electronbox and the outsourcing of IT services and support.
Electronbox has recently been appointed as IT provider for varied businesses on the Costa del Sol. Companies choose outsourcing providers such as ourselves for a variety of reasons. These are usually to do with cost reduction, but may also include focus on core business, and taking advantage of a skill set that the client does not to develop internally. Others see outsourcing as a solution to short term HR issues or an interim solution. Whatever the reason, we have a method which works for us.
Some highlights of how to achieve a successful outsourcing project.
Firstly, understanding the client’s business requirements is essential. A clear requirements definition is the first stage, leaving us to analyse and develop the solution.
Secondly an agreed implementation plan is essential. We have an extensive Project Management background which helps here.
Leadership to bring the solution into operation is the final phase.
Throughout, an open communication channel is necessary. Communication and senior stakeholder support is critical to a successful outsourcing process. Electronbox also creates the SLA (Service Level Agreement) whereby we define the agreed response times, success factors and other parameters which need to be reported on.
How to Avoid Failed Outsourcing with Relationship Management.
“The devil is in the detail” - frequently, the service or maintenance type, frequency and scope are not sufficiently detailed, which leads to misunderstandings. In one case we have detailed schedules which form a fundamental part of the maintenance contract with one client. The schedules identify exactly what is covered, the work which will be performed, the service interval and the cost applicable. This is done at the individual equipment level.
In the beginning, client senior management must give direction and support during the implementation phase. We see so many times that management think a ‘hands-off’ style is ok for IT. Very few senior managers have the ability to use IT for strategic advantage.
Managing the relationship is very important. We record all maintenance and support, then provide the customer with monthly reporting. Not only should there be a clearly defined escalation procedure, but Electronbox is fairly unique in encouraging management to meet with us to identify and resolve any issues on a regular basis. Depending on the situation, we manage a clear and transparent change procedure to make sure that change is successful and productive. We never rely purely on remote support – this has its’ place, but on-site support is one of the keys to relationship quality.
How to Avoid Failed Outsourcing with Relationship Management.
“The devil is in the detail” - frequently, the service or maintenance type, frequency and scope are not sufficiently detailed, which leads to misunderstandings. In one case we have detailed schedules which form a fundamental part of the maintenance contract with one client. The schedules identify exactly what is covered, the work which will be performed, the service interval and the cost applicable. This is done at the individual equipment level.
In the beginning, client senior management must give direction and support during the implementation phase. We see so many times that management think a ‘hands-off’ style is ok for IT. Very few senior managers have the ability to use IT for strategic advantage.
Managing the relationship is very important. We record all maintenance and support, then provide the customer with monthly reporting. Not only should there be a clearly defined escalation procedure, but Electronbox is fairly unique in encouraging management to meet with us to identify and resolve any issues on a regular basis. Depending on the situation, we manage a clear and transparent change procedure to make sure that change is successful and productive. We never rely purely on remote support – this has its’ place, but on-site support is one of the keys to relationship quality.
If you would like a no-obligation meeting to discuss your IT needs, feel free to call Electronbox on 952 591 071 or email info@electronbox.net
Electronbox / PC Doctor is a member of the British Chamber. They are a successful full-spectrum IT services and support company based in Fuengirola. It is managed by David Maltby, who has 42 years IT experience in UK, Europe, Russia, the Middle East and Asia. His career began as analyst with British Aerospace, culminating in Regional IT Director and CIO positions with global players. He ran an IT Consultancy in Russia and UK, and was Project Manager for the Al Khalifa offshore port in the UAE. Having failed completely to retire in 2014, he now runs Electronbox / PC Doctor to remain sane.
