There are a number of tools and methodologies that ensure that the entire Symbyo
effort on quality retains a strong focus on the client. To ensure that the clients
have real time information on all the projects in a relationship at a granular level,
Symbyo has invested in developing client portals and reporting dashboards. Further,
governance models such as Joint Management Councils (JMC) or Executive Steering
Committees bring together senior client and Symbyo executives collaborating for
direction-setting and ensuring relationship satisfaction and longevity.
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Illustrative Tools & Methodologies
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Client-facing Activities
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· Client portals
· Reporting dashboards
· Governance and Program Management models
· Joint Management / Executive / Steering Committees
· Customer Satisfaction Program
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All Services
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The Balanced Scorecard framework is a management system that enables organizations
to clarify their vision and strategy and translate them into action. It provides
feedback around both the internal business processes and external outcomes as an
input to continuous improvement programs. When fully deployed for outsourcing governance,
the balanced scorecard can transform strategic planning from an academic exercise
into the nerve center of the clients' outsourcing model.
The benefits from the implementation of the balanced score card concept include
improvement in individual project specific metrics as well as substantial improvements
in relationship based metrics.
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Frameworks
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Client-facing Objectives
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Typical Client-facing Metrics
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Balanced Scorecard
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· Transparency
· Vendor governance
· Service-level monitoring
· Basis for risk/reward
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· Customer Satisfaction Measures
· Project-level Satisfaction Measures
· Aggregate Statistics & Measures
· Engagement Status Reports
· Relationship status Reports
· Early Warning Indicators
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Learn More
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