1. Successful outsourcing Relationship Management Thindberg Management

2. Agenda Professional Experience The Relationship Challenge The Turnaround Process Thindberg Management

3. Professional Experience Thindberg Mgm established Q1 07 Project Managager, New Ticketing and Payment Solution, Flytoget AS D-lift Requirements Specifications and Migration Strategy, DnB NoR/Microsoft Director IT, SAS Braathens 04-07 Outsourcing, cost reductions, business development, IT- Governance Account Manager Telenor 00-04 IT-operations tools, ITIL, professional services Sales and Marketing Mgr WinLink Software 94-00 Integration, security Software Developer, Norsk Data 91-94 Education Masters degree in Management, Oslo School of Economics (BI) Cand. Mag. Computer science and mathematics, UiO

4. Years After Outsourcing Level of Trust 0 1 2 3 4 5 6 A Real Example Trust in an Outsourcing Relation The Relationship Challenge Thindberg Management

5. Service Quality Needed & Expected Agreed Service Quality Delivered Service Quality Measured Service Quality Delivered services - has to support the business Thindberg Management

6. Contradicting objectives Supplier High revenue Low resource consumption Customer High quality services Low price Thindberg Management

7. Contradicting objectives - Negotiations with - hidden agendas - lack of access to other party's knowledge and insights Need for openness, honesty, trust Will to create win-win solutions Supplier High revenue Low resource consumption Customer High quality services Low price “Problem Solving” Thindberg Management

8. Negotiation Problem Solving Win- Win or Lose Or Lose- Own revenue Hidden agenda Scarce information Open communication Trust Negotiation Problem Solving Win- Win or Lose Or Lose- A situation to address Negotiation Problem Solving Win- Win or Lose Or Lose- Own revenue Hidden agenda Scarce information Open communication Trust Establish the governing structures Address the people issues Establish the governing structures Supplier Customer Thindberg Management

9. The Turnaround Process Practice With Coaches Use the Relationship Management Cookbook Continuous Improvements Improve Relationship governance Fundamental Processes (re-implement) Contract Knowledge (mutual understanding) Assess Personality Dimension B2B Relationship Contract Thindberg Management

10. The contract Roles and responsibilities Platform ownership and development Measuring and reporting on services delivered Ordering new functionality and changes Change, incident and configuration management regulations Mechanisms for building relationship and continuous improvements PracticeImproveAssess Thindberg Management

11. 0 5 10 1. Business Objectives 2. Agreements & policys 3. Account & sourcing management 4. Product & service delivery 5. Communication 6. Continous improvements The B2B relationship PracticeImproveAssess Supplier Customer Thindberg Management

12. Insights S S S S S C C C C C The personalities PracticeImproveAssess Thindberg Management

13. Contract Knowledge Roles and responsibilities Platform ownership and development Measuring and reporting on services delivered Ordering new functionality and changes Change, incident and configuration management regulations Mechanisms for building relationship and continuous improvements Ensure Mutual Understanding Through Management Ambassadors Meetings Intranet Joint Supplier/Customer events Key Contractual Regulations PracticeImproveAssess Thindberg Management

14. PracticeImproveAssess Business Analysis Business Intelligence Business Follow Up Business Planning Business Plan Deployment Communication Information Dialogue Report or Escalate Direction Fundamental Processes Decision The Management Cycle Thindberg Management

15. PracticeImproveAssess Professional Skills Interpersonal Skills Fuelled by professional & Interpersonal skills We need to build a solid engagement structure… Quality To produce quality output from our relations…. Relationship Governance Engagement Structure Thindberg Management

16. Initiate React Clarify Practice ImproveAssess Communication in teams Meeting Efficiency Decision Quality Practice with Coaches Use the Relationship Management Cookbook Improve Thindberg Management

17. Continuous Improvements Assess Improve Practice 2-4 uker 4-6 uker 2+4 mnd Thindberg Management

18. Follow-up Tool Relationship New Engagements Issue Doc xDoc YIssue IIT-Operations Applications Mgm Improvement Initiatives … Thindberg Management