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About the Project A top UK retailer required independent outsourcing advice. The decision whether to outsource business support
operations or to keep them in-house, requires careful judgement. Outsourcing can attract savings and provide access to more effective services, but needs to be balanced with a
level of control, the risk of underperformance and cost management.
The Approach AMTEC helped the organisation to evaluate the operational performance and control mechanisms of the current Facilities
Management contact centre. Key performance indicators and associated service level targets were identified to ensure that a management model could be operated with a new third
party service provider.
Working across the entire scope of the outsourced Facilities Management service, AMTEC defined a detailed service catalogue and agreed service levels with the
client so that a performance management approach with the third party supplier could be instigated. Service provider financial models were evaluated to gain confidence that
long-term savings would be realised.
The Outcome Engaging specialists to provide decision-support to outsourcing opportunities is an astute approach. Introducing management
controls to a third party service provider ensures that outsourcing will deliver long-term savings and clients can focus resources on core business activities.
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