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Outsourcing Your Records Operation Successfully

Outsourcing Your Records Operation Successfully. Larry Eiring, CRM Heller Ehrman White & McAuliffe, LLP Colin Burdick Bowne Business Solutions. What We'll Cover. Why Do This? Determining Factors ($$, Bidding) Building a Contract Who's In Charge Here? A Successful Outcome. Why Do This?.

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Outsourcing Your Records Operation Successfully

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  1. Outsourcing Your Records Operation Successfully Larry Eiring, CRMHeller Ehrman White & McAuliffe, LLP Colin Burdick Bowne Business Solutions

  2. What We'll Cover • Why Do This? • Determining Factors ($$, Bidding) • Building a Contract • Who's In Charge Here? • A Successful Outcome

  3. Why Do This?

  4. Business Factors • Potential cost savings • Predictable expense • Leverage expertise and best practices • Focus on core strategic planning and management • Accountability

  5. Performance Factors • Partner and executive level buy-in • Focuses resources on records function • Gets attention of end users • Allows for execution of strategic records initiatives, i.e. e-records, retention policies • Invigorates staff ranks through training & development, "big picture" view

  6. Up-Sides • Proven resources • Back-fill coverage • Performance metrics • Collaboration • Risk sharing • Accountability • HR oversight (recruiting, screening, corrective actions.

  7. Down-sides • Possible higher cost • Staff (other than records) morale • Turnover • Visibility of current 'faults' • Potential for failure

  8. Determining Factors

  9. Cost & Benefit Analysis • Current costs • Salaries • Benefits • Overtime • Temporary employees • Vacation, sick, personal leave • Technology • On-site space • Off-site storage

  10. Cost & Benefit Analysis • Anticipated Co-source benefits • Higher service levels with same or fewer FTE's • Up to 10% reduction in labor costs • Up to 40% reduction in off-site costs • Incentive and/or severance compensation • Reduced temporary labor costs • Coverage for paid-time off

  11. The Bidding Process • Request for Information RFI • Request for Proposal RFP • Proposal Evaluation • Presentations • Preliminary selection • Contract negotiation • Implementation

  12. Key Elements of the Proposal • Client Overview • Company (firm) history • Statement of Objectives • Current Environment • People: numbers, titles, responsibilities, comp, benefits • Process: service levels, reporting, metrics • Technology: hardware, software, space, logistics • Contract Requirements/Proposed Terms • RFP and Implementation Timelines

  13. Key Elements of the Proposal • Service Provider Overview • Company history • Financial Condition • Complementary Services • Records & Information Management Experience, Understanding and Philosophy • Specific Questions on Achieving Client Objectives • How Would You Increase/Reduce/Improve…?

  14. Key Elements of the Proposal • References • Pricing • Fixed fee, hourly, unit, project • Contract • Term • Statement of Work • Changes

  15. Making the Selection • Best Fit for Your Organization • Solid Financials • "You Get What You Pay For" • Solid References • Starting the Partnership

  16. Building a Lasting Contract

  17. Defining the Terms • Time frames often 3 or 5 years • Statement of work • Termination provisions • Expansion of services • Pricing • Periodic price adjustments • Right of refusal on staff selection

  18. Ensuring Scalability • Full time staff • Rapid response teams for projects on short notice • Flex employees who are experienced, trained and familiar with site operations • Ramp up for peak demand on basis of seasonal or other business need • Cut back or re-purpose staff during periods of less demand

  19. Measurable Results • Clear project objectives • Money saved, boxes, files, images processed • Daily, weekly, monthly metrics • Units processed • Incoming, back-file • Circulation • Disposition • Staff Development • ARMA participation, conference attendance

  20. The Service Level Agreement • Each task is defined with SLA Including: • Objective • Time frames • Resources • Alternatives • Remedies • Serves to protect the interests of BOTH partners

  21. Who's in Charge Here?

  22. Role of the Client Partner • Communication • Policies, Procedures Development and Authorization • Retention and Disposition Oversight • Financial Oversight • Performance Factor Development and Monitoring • Contract Oversight

  23. Role of the Vendor Partner • Satisfy Performance Factors • Provide Ideas for Innovation • Staff screening, hiring, training, development • Communication • Do their part to ensure success

  24. A Successful Outcome

  25. On-going Value and Mutual Benefit • Results • Trust • Communication • Innovation • Confidence in the records system • Positive visibility for the records operation

  26. A Lasting Success… …is based upon a mutually beneficial and respectful PARTNERSHIP

  27. Outsourcing Your Records Operation SuccessfullyLarry Eiring, CRMColin Burdick We believe in utilizing technology while preserving our environment For electronic copies of this presentation, please send an e-mail noting "Outsourcing Your Records Operation Successfully" in the subject line to: Leiring@hewm.com Thanks for your attendance and understanding!

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