Use Effective Multisourcing OLAs to Deliver Integrated Services and Business Outcomes


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Operating-level agreements set rules of engagement for providers in your "private outsourcing club." Our template will help sourcing managers structure OLAs to ensure handoffs work well and service providers collaborate on the dynamic delivery of seamless end-to-end outcomes using the MSI/SIAM role.

Table of Contents

  • Introduction
  • Analysis
    • Structure Your OLAs to Establish Ground Rules for How All Providers Will Work Together Effectively
    • Introduce OLAs Into Your Multisourced Environment as Soon as You Reasonably Can, Using a Sound Template to Integrate Into Your End-to-End Management of Service Providers
    • Use Best Practices From the Sporting Arena to Engender "Unified Team" Behavior and Introduce Shared Performance Penalties
      • Scenario 1: One of the players is not performing optimally
      • Scenario 2: A player's personal issues are impairing his or her performance
      • Scenario 3: A number of players under an assistant coach regularly underperform
      • Scenario 4: The whole team performs reasonably well in each discipline of play, but does not perform well enough to win regularly or reach the finals
      • Scenario 5: The head coach must achieve his or her performance KPIs
  • Case Studies
  • Gartner Recommended Reading
© 2014 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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