Does the Customer Experience Include Managed Startup Implementation and Post-Startup Service Assurance?

Ashley Platt – Marketing Coordinator

 

From the moment a contract is signed, a Service Level Agreement (SLA) lays the processes and responsibilities that we as the provider, and you as the customer have in play. The SLA includes how the transition of operations will run from your team to ours and how we will manage the startup process, while keeping you informed at each step of implementation.

Once the SLA operations are completely transitioned, post-startup reporting commences in accordance with the requirements included in the SLA. The requirements spell out frequency of reporting, Key Performance Indicators (KPI’s), management issues, and other operational characteristics that are defined and flagged as important to your understanding of our performance.

Reporting is an essential factor to the startup phase and post startup ‘operational’ phase of the engagement. Like previously mentioned, reporting becomes the foundation for the assurance of optimal service.

Reporting throughout each phase is necessary, yet difficult. In the Managed Startup Implementation phase, reporting is very similar to what you would use when managing a project. Thinking of implementation from a project perspective defines the start and end date and specific outcomes that are determined from the SLA.

Post-startup reporting is an ongoing and dynamic process. CEO Ms. Benjamin made example of a pacemaker in the human body – ‘Think of it in terms of what a pacemaker does once it is installed inside the human body. It continuously monitors and measures a critical function, the beating of the person’s heart. It is pre-set with instructions that require it to take action when measurements indicate that performance is not within optimal parameters. And, the action – electrical simulation of the heart to ‘reset’ its performance to meet optimal parameters – is not only timely but fine-tuned to get the desired results quickly and efficiently. So too is service performance monitoring, measurement, and reporting, which leads to quick and efficient remediation and return to optimal performance”.

Dynamic functioning of operational reporting gives the basis for trend analysis once post-performances are reviewed. Trends can be predicted and actions can be planned to incorporate continuous operational improvement during a Workforce Solutions engagement.

Benjamin Enterprises is a Workforce Solutions Provider that can do this for your organization. You will not achieve full benefit of outsourcing service functions partnering with a Workforce Solutions Provider that cannot include managed startup implementation and post-startup service assurance.