Sourcing SLAs: Seeing Green but, Feeling Red?

Alsbridge and Boston Scientific to host interactive webinar with IAOP to discuss when SLA metrics are all green but customer satisfaction is red.

Alsbridge and Boston Scientific will be co-presenting, “Are your SLA metrics all green while your customer satisfaction is red?” at a webinar hosted by International Association of Outsourcing Professionals (IAOP), on Monday, October 22nd from 12:00 pm-1:00 pm CT.

Oftentimes, sourcing customers realize that the service level metrics they have chosen in order to measure their outsourcing vendors’ performance, do not adequately measure the final end user’s experience.  That is, the numbers do not match the emotional response of the users. Join the experts from Alsbridge, and Boston Scientific as they discuss how sourcing clients can avoid this phenomenon.

Attendees of this eSeminar will learn the answers to these pressing questions:

  • Do you have scenarios where the vendor is meeting or exceeding sourcing SLAs yet customer satisfaction is trending downward?
  • Are the ultimate business objectives of your outsourcing project being met?
  • Can the focus on certain sourcing SLAs have unintended consequences for your business objectives?
  • Are you utilizing both SLA metrics as well as customer satisfaction results to feed a continuous improvement process that helps shape your vendors’ delivery?

As an outsourcing customer, if you too wonder why your SLA metrics are all green while the customer satisfaction is red, then join Alsbridge Director, Pete Roman and Strategic Sourcing Manager Boston Scientific, Jack Sanderson at the IAOP webinar, as they lead a lively and informative discussion examining the issues behind these questions and offer thoughts on how to better manage your outsourcing vendors’ service performance.

About the speakers:

Jack Sanderson is a strategic sourcing manager for Boston Scientific.  Jack has over 20 years of ITO/BPO experience as both a global outsourcing service provider as well as a sourcing manager in the high tech, consumer electronics and medical device industries.

Pete Roman is a Director for Alsbridge Inc., a leader in outsourcing consulting and benchmarking services.  Pete has over 30 years of global experience in systems integration, ITO and BPO solution development, and delivery executive in onshore/offshore efforts.  Pete’s sourcing experience, from that of an outsourcer, provider, and now advisor includes telecommunications, utilities, automotive and industrial manufacturing, transportation and travel, and health services industries.

You can register for the webinar at the IAOP website  http://www.iaop.org/content/23/162/1225/

About Alsbridge Inc.

Alsbridge provides world class sourcing advisory and benchmarking services for the CIO, CFO and CPO.  We’ve helped hundreds of companies reduce costs and get more value from their vendors.  Our experienced consultants leverage proprietary tools and information databases to identify and engage the optimal vendors for your situation, negotiate best practice terms at fair market prices, and improve the way you work with your vendors.  Alsbridge clients utilize the most cost effective and value added sources globally for IT infrastructure services, hardware and maintenance, network services, software and maintenance, application support and development, business processes and cloud services. Alsbridge was ranked the #1 outsourcing advisor in the world by the International Association of Outsourcing Professionals (IAOP) based on the value delivered to clients.  This commitment to delivering value to our clients has made Alsbridge a distinguished member of the 2010 Inc. 500 fastest growing privately held companies in America.

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