But what really happens once the new or renewed contract is signed? Contract management begins with spreadsheets and reports on Service Level Agreements and Key Performance Indicators – the description of the services and the legal terms and conditions. Often, the collaborative relationship between the teams who have to manage the work and meet those SLAs and KPIs is barely even discussed.
The question of how to make the contract actually work is difficult to reduce to a concise set of rules and metrics. Addressing it requires an array of “soft skills” that are difficult for many executives to internalize. While the partnering companies typically have talent programs and incentives in place, often there is no collaborative program referenced in the contract, recognizing the joint responsibility of the companies for making the contract work.
Whether the business partnership has existed for years or the partners are starting a fresh new business relationship in Managed Services, companies that fail to address the relationship issues in their collaboration will face a range of issues:
• How to define and reinforce integrity in the relationship;
• How to merge different values in a joint set of working princples;
• How to bridge cultural differences;
• How accept and document accountability as a team;
• How to get team members on both sides to act in a self-directed way; and
• How to address tough issues and solve them together for the mutual benefit of the entire team.
These challenges have prompted Herlaar Business Coaching B.V., a Netherlands-based consultancy founded by two management professionals with decades of experience with global corporations, to devise a two-day training program to address the soft skills gap in Managed Service contracting.
Re-Inventing the Relationship in Managed Services is a an Action Learning program, which invites the participants to work with their own issues, projects and contexts, while applying state-of-the-art 21st Century Leadership concepts, methodologies and practices. It aligns teams and provides coaching on the job if required. This way, learnings can be immediately applied in day-to-day business between client and provider.
A dedicated, informed effort to meet the relationship challenges head-on can unlock performance potential in any collaborative team. Target outcomes from the two-day workshop include:
• Higher performance among the managed services team members;
• Better collective team performance;
• Motivated and engaged employees;
• A vibrant place to work; and
• A deeper understanding of the motivators of a service, enabling the team to keep the services relevant to customers.
The training will be hosted by René and Lucy of Herlaar Business Coaching B.V.
Want to learn more? Contact Herlaar Business Coaching directly at firstname.lastname@example.org.