Managed Solutions – It Starts with the People Piece

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.

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