Alsbridge and Boston Scientific to host interactive webinar with IAOP to discuss when SLA metrics are all green but customer satisfaction is red.
Boston Scientific will be co-presenting, “Are your SLA metrics all green while your customer satisfaction is red?”
at a webinar hosted by International Association of Outsourcing Professionals
(IAOP), on Monday, October 22nd from 12:00 pm-1:00 pm CT.
customers realize that the service level metrics they have chosen in order to
measure their outsourcing vendors’ performance, do not adequately measure the
final end user’s experience. That is, the numbers do not match the emotional
response of the users. Join the experts from Alsbridge, and Boston Scientific
as they discuss how sourcing clients can avoid this phenomenon.
Attendees of this
eSeminar will learn the answers to these pressing questions:
- Do you have scenarios where the vendor is meeting or exceeding
sourcing SLAs yet customer satisfaction is trending downward?
- Are the ultimate business objectives of your outsourcing project
- Can the focus on certain sourcing SLAs have unintended
consequences for your business objectives?
- Are you utilizing both SLA metrics as well as customer
satisfaction results to feed a continuous improvement process that helps
shape your vendors’ delivery?
As an outsourcing
customer, if you too wonder why your SLA
metrics are all green while the customer satisfaction is red, then join Alsbridge
Director, Pete Roman and Strategic Sourcing Manager Boston Scientific, Jack
Sanderson at the IAOP webinar, as they lead a lively and informative discussion
examining the issues behind these questions and offer thoughts on how to better
manage your outsourcing vendors’ service performance.
Jack Sanderson is a strategic sourcing
manager for Boston Scientific. Jack has over 20 years of ITO/BPO
experience as both a global outsourcing service provider as well as a sourcing
manager in the high tech, consumer electronics and medical device
Pete Roman is a Director for Alsbridge Inc., a leader in outsourcing consulting and benchmarking services.
Pete has over 30 years of global experience in systems integration, ITO and BPO
solution development, and delivery executive in onshore/offshore efforts.
Pete’s sourcing experience, from that of an outsourcer, provider, and now
advisor includes telecommunications, utilities, automotive and industrial
manufacturing, transportation and travel, and health services industries.
You can register for
the webinar at the IAOP website http://www.iaop.org/content/23/162/1225/
Alsbridge provides world class sourcing advisory and benchmarking services for
the CIO, CFO and CPO. We’ve helped
hundreds of companies reduce costs and get more value from their vendors. Our experienced consultants leverage
proprietary tools and information databases to identify and engage the optimal
vendors for your situation, negotiate best practice terms at fair market
prices, and improve the way you work with your vendors. Alsbridge clients utilize the most cost
effective and value added sources globally for IT infrastructure services,
hardware and maintenance, network services, software and maintenance,
application support and development, business processes and cloud services.
Alsbridge was ranked the #1 outsourcing advisor in the world by the
International Association of Outsourcing Professionals (IAOP) based on the
value delivered to clients. This
commitment to delivering value to our clients has made Alsbridge a distinguished
member of the 2010 Inc. 500 fastest growing privately held companies in