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Read moreManaging your outsourced vendor doesn’t have to be a hassle or full time job. If you start the relationships with some communication guidelines and clear outlines of expectations, things can run smoothly.
First off, your vendor should have a deep understanding of your company culture and communication style. SMBs upper management usually consists of one to three people whose schedules are erratic and packed. Your vendor should understand this and be able to communicate with you accordingly. You should always be able to contact your vendor as needed with questions or requests, and they should make themselves and provide quick turnaround.
That being said, you need to make sure you are doing your part to make sure the relationship runs efficiently. According to Mike Thompson, “client organizations are most often responsible for poor vendor performance due to poor vendor management and misaligned metrics incentives”. It is important to set expectations at the beginning of the relationship, but it is even more important to follow through and evaluate the vendor throughout the relationship. Some good performance metrics to consider are:
* Productivity – Are things being done in a timely manner? Are improvements being made along the way?
* Costs – Are you saving more money by outsourcing or are you spending more?
* Quality – Is the quality of the service or product reaching your initial expectations?
* Process – Is the process of the vendor efficient? Is the service/process more efficient compared to what an in-house employee/team could be doing?
The other way to manage effectively is to establish good communication methods. You might want to consider having one member of your staff act as a liaison between your company and the vendor. This would allow one person in your company to be the go-to-person on both sides of the relationship, ensuring there are no gaps in communication.
Another thing to do is establish a weekly meeting to discuss what is going on, how things can be improved upon, what events are coming up that you might have to deal with and ongoing strategy. This allows those involved on the management side from both parties to monitor how the relationship is going on a weekly basis and know there is a weekly scheduled time to address questions and concerns.