While people are considered as the most complicated aspect
of in-sourced managed solution, they also happen to be the most crucial.
When companies discuss the implementation of in-sourced or
managed solutions, they usually feel the excitement of the idea of shifting to
a new process, technology, or model, and how this new process of technology is
going to be the magic bullet they have long been searching for to enhance
performance, customer service ratings, and bottom line. It is definitely
tempting to assume that all your issues will be solved once you establish a
brand new process directives set, or a whole new business technology system.
However, data revealed that over 75 percent of the resources
and budget of managed solutions is being spent on the equation’s people
portion. And this leads to the question – Do you need to spend more time on the
people instead of the technology or process itself?
People will always have the highest potential of affecting
the overall success of managed solutions. Below are some useful tips on how to
ensure that your managed solution’s people component is geared up for ultimate
success:
Pick a Model That is
in Perfect Harmony with the Existing Corporate Culture
A few years ago, one common hallmark of wise business
decisions is outsourcing its helpdesk function. However, most organizations
discovered that pure outsourcing model can lead to service standard declines,
internal backlash, and reduced moral that can contribute to decreased
productivity, meaning that the solutions failed to attain the planned
efficiencies. Today’s managed solutions will be able to bypass such problems as
long as you work with the existing expectations and corporate culture.
Go for a Model That Suits
Existing Resources
For managed solutions, one size will never fit all. Many
organizations already have an existing team that will be retained whatever the
solution model is, and it is something you have to consider.
Put Emphasis on
Recruitment in the Same Way That You Do for Other Areas of the Organization
Being able to attract, screen, and recruit the right people
for managed solutions holds the same importance just like other areas of the
organization. This means that when looking for your managed solutions partner,
make sure that you inquire regarding their strengths in employment brand
building, assessment, and recruiting.
Ensure That the
Transition Process will Address the Effect of Change on the Staff
Homeostasis has been hardwired in humans. A big change in
the organization, such as shifting to managed solutions model could become a
cause of anxiety in even the best employees. Take time to acknowledge the
effects of this change on affected employees, and address it with training,
support, and communications. This will ensure that your initiative for managed
solution will be more seamless and provide better results the faster way.
Performance
Management Goes Beyond Data Alone
As far as managed solutions are concerned, it is very easy
to get lost in scorecarding and key metrics. While these are crucial success
measurements, people will always perform better if they get recognition more
than a mere list of the monthly metrics. The managed solutions can deliver
improved results after some time if the performance management will include
soft metrics as well such as initiative, innovation, career growth, and
leadership for top performers.
For more information please see this Managed Security Solutions