Balakarthik Venkataramanan
December 09, 2016

Outsourced vendor journey mapping for Customer Excellence. Do you have one?

Outsourced vendor journey mapping for Customer Excellence. Do you have one?Customer experience mapping and customer service employee lifecycle mapping are two areas organizations have gained a thorough understanding through dedicated sources of intelligence internally as well as externally.

The journey mapping for both customers as well as employees have helped organizations understand the key focus and failure points for these two most critical success drivers of an organization’s customer service strategy. As a result, organizations design their customer and employee retention strategy accordingly, yielding a significant advantage in the market place for organizations. The journey mapping and resulting gap identifications & actions have been a game changer for some of the trendsetters in the customer service world.

Other than your customers and employees, there is a 3rd pillar of success to drive your customer service strategy to be successful. Your outsourced partner. Unfortunately, sometimes the third pillar is viewed only as a metric spitting machine and fails to get the same attention and support the other two pillars receive.

Especially for organizations with significant outsourcing strategy, your customer service success and the resulting impact on your bottom line lies on the shoulders of your outsourced partners and hence it becomes critical for you to evaluate and support your partner through out their engagement journey with you.


So, why not create a formal concept of outsourced partner journey mapping? I have seen some aspects of this in bits and pieces across organizations but yet to see a holistic outsourced partner journey mapping at the same levels of customer or employee journey mapping. A supplier lifecycle management principle & framework exists in SAP, but seems far from relevant for the customer service world.

What is the outsourced partner journey map that I am referring to here?

A successful Outsourced partner journey map will capture the various stages of your outsourced partner’s engagement lifecycle within your organization, structured trigger points, evaluation criteria and related actions it generates. It also identifies potential gaps between what your business and customer requirements are vs. the partner’s operational reality. More importantly, help evaluate your partner’s operational and business capabilities to decide your long-term future with the partner.

So, let’s give this a shot…what are the different phases of your outsourced partner’s engagement journey?


The phases outlined should be very familiar for outsourcing organizations and must already be in existence, however the opportunity is to:

  1. Bring the different phases of the partner lifecycle together to create a holistic partner journey roadmap.
  2. Align the contracts, operating rhythm, performance expectations, incentives & review cadence for each of these phases.
  3. Develop the accountability, roles & responsibilities chart for the outsourcing organization and the partner for each of the phases.
  4. Identify potential failure points impacting customer for each of the phases and develop a customer contingency and impact avoidance/mitigation plan.
  5. Develop evaluation criteria & metrics as a way to evaluate the corresponding progress for each of the phases.
  6. Setting clear expectations to your partner on the deliverables and outcomes expected through the phases.

What makes a partner journey map powerful is its ability to highlight the flow of the partner engagement lifecycle. From the ups and downs along the way to those critical pain points where your attention and focus are most essential to make your outsourcing strategy successful.

The partner journey map will provide an additional layer of rigor and structure to your partner management capabilities that will not only ensure that the third pillar of your customer service strategy structure remains intact but also elevate your overall customer retention strategy. Give it a shot!

View Bala's Profile


Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.
AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
Copy of Copy of btoes19 (1)

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Process Management Business Excellence Continuous Improvement Process Optimization process excellence Leadership Process Improvement Premium Execution Excellence Change Management Enterprise Excellence Lean Enterprise Lean Lean Six Sigma Organizational Excellence BTOES18 Capability Excellence Culture Transformation Healthcare and Medical Devices Changing & Improving Company Culture Digital Transformation New Technologies Execution & Sustaining OpEx Projects end-to-end Business Transformation Agile Lack of/Need for Resources Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Leadership Understanding & Buy-In Maintaining key Priorities Relationships Between Departments Culture BTOES HEALTH BTOES Video Presentations Customer Experience Exclusive Technology Process Automation Innovation Strategy Execution Manufacturing BPM Lean Manufacturing Report Agility Systems Engineering Process Design Awards BTOES Presentation Slides thought leaders Data Analytics Healthcare Insurance Robotic Process Automation Professional Services Banking and Capital Markets White Paper BTOES19 Consumer Products & Retail Customer Experience Excellence Operational Excellence Model Project Management value creation data management innovation execution Artificial Intelligence Automotive and Transportation digital operations Interview Operational Excellence Example Digital business expansion revenue growth Data Frameworks Learning organization Primary Measure of succes Workplace Analytics transformation journey BTOES17 Business Growth Communication Human Centered Design Kaizen Lean Culture NPS Net Promoter Score Oil and Gas Pharmaceuticals & Life Sciences Pharmaceuticals and Life Sciences Six Sigma Telecommunications Text Mining business process automation investment banking text analytics Announcement BTOES18 Award Winners BTOES18 Awards Client Feedback Strategy Communications Denial Management Education HealthcareTechnologies Hoshin Planning Hospitality & Construction Infographic Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Jidoka Learning Resource Oil & Gas Recruitment Supply Chain Management Team The FAST lane eHealth master virtual resource management