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Successful outsourcing begins with governance. A strong governance program provides both strategic leadership and tactical management, and should be a guiding force throughout all aspects of the outsourcing solution. Only with this leadership, commitment, and company-provider partnership, can outsourcing work to create long-term, strategic value.
OPI understands the critical importance of a strong governance program, and makes its development and implementation a priority. Discussions around governance begin well before any work is transitioned to OPI, and our proven program calls for involvement from all levels within both the client-company and OPI.
In partnership with each client, we assemble a strategic governance committee made up of key executive stakeholders of the highest levels from within the client-company and OPI. This committee is responsible for providing regular and ongoing guidance, sponsorship, and support, as well as ensuring alignment of the solution with the larger objectives of the company.
This strategic-level vision is supported by management and operational level governance committees. Management members, directly responsible for operations, meet to discuss account management topics, provide guidance on production performance levels, and monitor issue resolution. Meanwhile, client and OPI operational members meet to review production volumes, service levels, and challenges, and to outline upcoming goals and priorities for production.
OPI’s governance methodology clearly outlines the roles, responsibilities, and expectations of each group. By providing open, clear channels of communication, with detailed guidelines for project-level issues escalation and reporting, these committees work together to monitor and manage both tactical and strategic risk. The result is a client-OPI relationship that functions in the spirit of a partnership, whereby both parties understand and support the others goals, challenges, and successes.
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