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.png
Official Media Partner: Business Transformation & Operational Excellence World Summit
Subscribe to Business Transformation & Operational Excellence Insights Now
btoeshelath square banner

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 Excellence Business Improvement Leadership Process Optimization Process Improvement Process Management Premium Continuous Improvement process excellence Execution Excellence Lean Enterprise Lean Six Sigma Change Management Enterprise Excellence Lean Capability Excellence BTOES18 Healthcare and Medical Devices Adapting to Business Trends Changing & Improving Company Culture Changing Customer Demands Execution & Sustaining OpEx Projects Failure to Innovate Integrating CI Methodologies Lack of/Need for Resources Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Leadership Understanding & Buy-In Maintaining key Priorities New Technologies Relationships Between Departments end-to-end Business Transformation Agile Culture Transformation Organizational Excellence BTOES Video Presentations Culture Digital Transformation BTOES HEALTH Customer Experience Strategy Execution Technology Lean Manufacturing Manufacturing BPM Innovation Process Automation Process Design Systems Engineering Agility Awards Report Exclusive BTOES Presentation Slides thought leaders Professional Services Insurance White Paper Operational Excellence Model Banking and Capital Markets Consumer Products & Retail Interview Operational Excellence Example Project Management Automotive and Transportation Frameworks Primary Measure of succes BTOES17 BTOES19 Business Growth Data Data Analytics Kaizen Oil and Gas Pharmaceuticals and Life Sciences Robotic Process Automation Telecommunications Workplace Analytics Announcement BTOES18 Award Winners BTOES18 Awards Communications Digital Infographic Jidoka Learning Resource Oil & Gas Recruitment Six Sigma Team The FAST lane