I've been working on outsourcing contracts recently, and was reminded of an experience I had buying my first apartment.
We negotiated a very valuable second parking space (parking is at a premium in Dublin) - in a 'tandem' configuration, i.e. one very deep space which takes two cars. Once the solicitors were involved, we stressed the need to make sure we were allocated the tandem space. They assured us that it was in hand.
When they received the title, we asked about the tandem space - they confirmed that there was tandem parking space.
Before we came in to sign contracts, we asked them to double-chek about the tandem space, which they duly did.
When we arrived to sign the contract, they showed us the location of our single parking space. In dismay we asked about the tandem parking space - to which they showed us the note confirming that tandem cycles could be accommodated in the bike racks.
They must have thought we were quite obsessed about our tandem cycle - but neither they nor I caught the slight difference in our wording, or clarified what our odd request meant. And it's a lesson for us now - in constructing contracts, statement of work, business requirements or functional specifications. Be careful with your language, Clarify then Clarify again, If in doubt ask - actually ask anyway, even if you think there is no doubt!
Tuesday, April 29, 2008
Friday, April 18, 2008
New ServiceFrame Website
It's Friday afternoon and the new iteration of the ServiceFrame website is almost complete . We hope it will provide clarity on exactly what the tool does and how it might help all of you who toil with outsourcing metrics. If you don't have much time just look at the demo. All feedback is welcome.
Key activity for Palladium next week will be reviewing the Irish Regulators new guidelines on outsourcing. We expect these will mostly reflect the type of best practice that is captured in eSCM. The key driver is probably a genuine concern that our financial institutions retain effective controls to protect our money - no doubt accelerated by the recent European MiFID (Market in Financial Instruments Directive). We will be publishing some practical tips on how to be compliant to the guidelines when they are published.
Key activity for Palladium next week will be reviewing the Irish Regulators new guidelines on outsourcing. We expect these will mostly reflect the type of best practice that is captured in eSCM. The key driver is probably a genuine concern that our financial institutions retain effective controls to protect our money - no doubt accelerated by the recent European MiFID (Market in Financial Instruments Directive). We will be publishing some practical tips on how to be compliant to the guidelines when they are published.
Tuesday, April 15, 2008
Telecoms Outsourcing Conference, Amsterdam, April 2008
Last week I attended the Telecoms Outsourcing Conf in Amsterdam. As always at these events there was a mixed bag of speakers and presentations. On balance it was worth the trip. As always it is a pity there wasn't a few more customer organisations speaking.
Most notable feature of the whole conference was the extent to which outsourcing 'chat' has now become grounded in reality. There was some talk about the 'size' of the outsourcing market and the extent to which it will 'transform' business globally. but I got a real sense that most participants were really just interested in the practical aspects. There was an acceptance that 'pure' outsourcing is a rarity - but that real benefits accrue from 'out-tasking' or even just adopting some of the best practices of an outsourcing business model.
Notably strong speakers at the event were Oliver Coughlan from O2 Ireland and VS Shridar from Tata Consulting. Oliver gave a refreshingly honest account of the decision making process within O2 Ireland in relationt to outsourcing. It was clear to all that a clear focus on 'core' activity was key to O2's decision. There was much less emphasis on cost than one might expect from reading popular media. Oliver also gave a very clear sense of the people focus that makes O2 one of Ireland's best employers. This focus on people's welfare was reflected in the approach they have taken to outsourcing.
On the Provider side VS really showed why India is a service powerhouse. Whilst his meticulous attention to detail might be difficult on a Friday afternoon - it demonstrated that these guys have no interest in 'chatting' about generic high level MBA type benefits. there is real expertise which can be used to improve speed of delivery and efficiency. VS is a guy who you can take seriously when he says they are trying to build value as well as just reduce cost. As he said when they win business there is no opportunity to cut cost - they must be remain competitive by adding value.
As for Amsterdam.....well lets just say it is a real pity to have fly across Europe and then have a conference in an airport hotel.
Traoloch
Most notable feature of the whole conference was the extent to which outsourcing 'chat' has now become grounded in reality. There was some talk about the 'size' of the outsourcing market and the extent to which it will 'transform' business globally. but I got a real sense that most participants were really just interested in the practical aspects. There was an acceptance that 'pure' outsourcing is a rarity - but that real benefits accrue from 'out-tasking' or even just adopting some of the best practices of an outsourcing business model.
Notably strong speakers at the event were Oliver Coughlan from O2 Ireland and VS Shridar from Tata Consulting. Oliver gave a refreshingly honest account of the decision making process within O2 Ireland in relationt to outsourcing. It was clear to all that a clear focus on 'core' activity was key to O2's decision. There was much less emphasis on cost than one might expect from reading popular media. Oliver also gave a very clear sense of the people focus that makes O2 one of Ireland's best employers. This focus on people's welfare was reflected in the approach they have taken to outsourcing.
On the Provider side VS really showed why India is a service powerhouse. Whilst his meticulous attention to detail might be difficult on a Friday afternoon - it demonstrated that these guys have no interest in 'chatting' about generic high level MBA type benefits. there is real expertise which can be used to improve speed of delivery and efficiency. VS is a guy who you can take seriously when he says they are trying to build value as well as just reduce cost. As he said when they win business there is no opportunity to cut cost - they must be remain competitive by adding value.
As for Amsterdam.....well lets just say it is a real pity to have fly across Europe and then have a conference in an airport hotel.
Traoloch
Subscribe to:
Posts (Atom)
