UNLOCK SOURCING VALUE: Turning Great Decisions into Great Relationships November 18, 2010

1. UNLOCK SOURCING VALUE: Turning Great Decisions into Great RelationshipsNovember 18, 2010 Produced By: The Outsourcing Institute Sponsored by: ServiceFrame

2. Today’s Speakers Frank Casale Founder, CEO The Outsourcing Institute Daniel Berman CTO ServiceFrame Deborah Kops Managing Principal Sourcing Change

3. Topics The Right People ….Asking the Right Questons …..Making the Right Decisions ……….UNLOCKING VALUE

4. World Class Governance Bringing the Right People Together Asking the Right Questions Making the Right Decisions

5. Who are the right People? • Refuse to play “gotcha” • See the whole as a sum of parts • Have relationship skills • Are commercial • Focused on outcomes not process • Have decision-making skills • Committed to action • Can change • Are team players

6. The Right People Bringing the Right People Together Executive Sponsorship Management Commitment Process and Service Ownership Governance Boards committed to successful outcomes

7. Asking the Right Question Governance Boards asking the right questions What is the overall risk profile for the relationship. Is it increasing or decreasing? What other trends are there? How is the risk profile related to value, outcome and customer experience measures? What is the value we are getting from this relationship How is the value changing as the relationship evolves What are the services within the relationship that are key to driving value How are customer experience and value related? What changes should we accept? What trends are there in changes? Where are they coming from? How are changes impacting outcomes / value etc How does the relationship perform against the other relationship in my organization? What are the best & worst performing organizations? Are there significant differences between performance (Value / Outcome / Risks) for my groupings? If so why? How do we as an organization perform against similar organizations? Do we score better or worse? Is it different for different geographies or service types? Does this reflect our internal differences? Value Outcomes Change Risk Comparisons What problems did we have recently Are outcomes improving or deteriorating What outcomes are driving value? How are outcomes, value and customer experience related?

8. How to put the right questions on the table • Forget about PowerPoint as a relationship management tool • Shape each question in context of fact, but understand positioning to combat opinion • Resist the temptation to “orchestrate and obfuscate” or use questions to show off • Timing is critical; ensure that the question is being asked at the right time “Everyone is entitled to their own opinion but not their own facts”—Daniel Patrick Moynihan, American statesman

9. Making the Right Decision Questions Decisions Value Investments Outcomes Scope Change Control Risk Mitigations Comparison Roadmap

10. Understanding the Change Implications of Decisions • How fast can we continue moving? • Do we have to change course? • Have there been mistakes that we can now rectify? • Can we move people through the adopt-embrace-expand cycle? • Are there structural or programmatic implications? • How should decisions be communicated?

11. World Class Governance MANAGING COST UNLOCKING VALUE Making the Right Decisions Investment Scope Control Mitigation Roadmap Asking the Right Questions Bringing the Right People Together Value Outcomes Change Risk Comparisons Insights Evidence

12. Building Governance Capability This space is where real governance takes place. ? Are you looking out for the iceberg or have you just got instruments to tell you when the ship starts sinking?

13. World Class Governance Bringing the Right People Together Insights Evidence Making the Right Decisions Asking the Right Questions

14. About ServiceFrame • ServiceFrame is a world class governance tool. • Deploy rapidly and at low cost to generate the insights and overview needed to ‘steer your ship’. • Contact info@serviceframe.com

15. Since 1993, OI has been a gateway to the outsourcing marketplace, as the largest and most trafficked neutral professional association dedicated solely to outsourcing, with a network of more than 70,000 professionals worldwide including more outsourcing buyers, providers and advisors than any other network in the world, as well as the highest trafficked outsourcing portal on the web. A go-to source for outsourcing thought leadership, information, advice and transaction facilitation, our members count on us to learn from our dynamic homegrown or user-generated-content and network with other professionals across the outsourcing industry. Matchmakers at heart, we unite hundreds of vendors and buyers every year. • Service Provider Solutions • Sponsorship & Promotional Campaigns • Thought Leadership and Exposure • Sales & Marketing Best Practices • Buyer Member Services • RFP Builder Tools • Vendor Matchmaking Services • Outsourcing Bootcamps • Industry Information, Trends & Best Practices • OI Roadshows & Events • Regional Face-to-Face Shows that provide both Content & Community • Focused mixers and roundtables • Recruiting • Recruitment of Experienced Outsourcing Professionals • Recruitment of Seasoned Sales and Marketing Pros Special Interest Groups & Webinars Topic-specific webcasts and interactive communities for content, discussion & networking OI University Training Virtual Training Series taught by top Outsourcing Industry Experts. For more information on any of these programs, contact Daniel Goodstein at dgoodstein@outsourcing.com or call 516-279-6850 x717

16. Thank you for joining UNLOCK SOURCING VALUE: Turning Great Decisions into Great Relationships Frank Casale Founder, CEO The Outsourcing Institute Daniel Berman CTO ServiceFrame Deborah Kops Managing Principal Sourcing Change This webinar was sponsored by ServiceFrame in conjunction with The Outsourcing Institute.