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Enhancing Outsourcing Relationship Management Capabilities: Driving Greater Value from AllianceBernstein’s Global Operations

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Outsourcing Health Check & Relationship Management Capability Inventory

Challenge
AllianceBernstein (“AB”), a multi-billion dollar global investment firm, wanted to make sure it was getting the most out of its outsourcing relationships.  Dick Taggart (SVP and Head of Global Operations) partnered with John Detweiler (CPO) and Vantage Partners to act on the belief that they could better leverage the best of what their service providers could deliver and that they needed to raise their game given accelerating AB plans for a more integrated, outsourced operating model.

Solution
Health Check
Vantage Partners facilitated the evaluation of one relatively complex outsourcing relationship involving multiple business units at AB’s technology services provider and different parts of AB Global Operations through interviews and focus group discussions with over 40 stakeholders, an electronic survey, a review of the governance structure and performance data, and working sessions with a joint core team of both AB and the provider.

Provider Relationship Management Capability Inventory
AB formed an inter-disciplinary core team including Sourcing, HR, and Operations representatives to carry out an internal capability inventory of six of its other provider relationships, leveraging the relationship dimensions used by

Vantage in the health check to conduct a gap analysis and create a shared repository of sample documents and descriptions of internal best practices.

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Results
The client recorded measurable results immediately, including:

  • Increased alignment between AB and its provider (e.g., joint strategy; service delivery expectations; business objectives; governance procedures)
  • Diminution of barriers to information exchange (e.g., working-together protocols; escalation paths; regular, structured sharing of information and feedback)
  • A foundation for collaborative and creative problem solving
  • A clearer overall picture of AB’s outsourcing relationships and relationship management capabilities
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Vantage Partners to sponsor the 2010 RMMY Awards

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