In this presentation we share tips -- based on our own lessons learned -- on how to identify ways to strategically position yourself inside your clients business, prepare yourself with the right resources when they’re needed, and how to avoid making the same mistakes we made!

1. Lessons Learned from a
Successful Insourcing
Partnership
Carole A. Meade
April, 2013
Sumaria Networks
A Sumaria Company
People ▪ Training ▪ Solutions

2. our Objectives
After this session you should be able to…
Identify ways to strategically position
inside your clients business
Prepare yourself with the
right resources when they are needed
Avoid making the same mistakes we made

3. About
Sumaria Networks, LLC
we Began
…in 2000 as a learning services
organization created by
Sumaria Systems, Inc.,
a Boston, MA company…

4. …as a response to a contract win
to outsource Lucent customer training
in North America!

5. Sumaria Networks, LLC…..
is a leading Global, High-Tech learning services
company for the IT, Telecom, Utilities
and Healthcare industries.
Our international team of 150+ industry
and product specialists have more than
12 years of proven performance in
Instructional Design, Development,
Certification, Technical Writing
and Delivery Support
expertise.

6. our Mission
…is to help
you improve
your workforce performance
through high-quality learning services at
competitive prices

7. What do you think…
…being a trusted
partner
to your client means?

8. our Survey Says…

9. how
Our Clients See Us

10. the Importance
of
Resource Integration

11. the Importance
of Pricing

12. the Importance
of Relationships

13. our
Pillars of Client Services
Trusted Partnerships

14. PILLAR I Shared Vision
Extension of Client Learning Organization
We understand the client’s vision.
And our contract employees collaborate with
their client counterparts to work
toward that shared vision and
business success.

15. PILLAR II A Foundational Relationship We are
your consistent, reliable and loyal supplier
Over time we have become the go-to supplier
because of our commitment and loyalty to
partner with and support our client’s needs.

16. PILLAR III Operating Guidelines
We work closely with client delivery and development
stakeholders
We have excellent working relationships with
client stakeholders.
We understand their business goals and
objectives and we work towards them
together.

17. PILLAR IV Commitment
Create an environment for long-term quality service
at great rates.
We strive to do the best possible job
for the most competitive price.

18. PILLAR V Collaboration
We synchronize and integrate
your process flows seamlessly.
Our contract employees are
trained and integrated into our client’s processes.

19. PILLAR VI Adaptation
Adapting to our client’s changing needs is
critical to mutual success
We keep up-to-date on our clients trends and
changes.
We strive to be prepared to support and assist
them as their needs change.

20. get to
Know Your
Customer

21. understand
their Business & Share
their Vision
Attend meetings or
read press releases
Meet with your inside employees to
review trends and updates

22. be a
Loyal Partner
Ask about their issues
Pay attention
Find the holes and fill them
Be flexible and prepared

23. Strategic Forecasting
Plan meetings with stakeholders
on a regular basis to
determine and plan
for upcoming needs.

24. create an Environment for
Partnership

25. Quality
of Service
Provide the best possible service
at all times regardless of pricing

26. Competitive Pricing
Be flexible and willing to negotiate prices.
We have negotiated reduced prices
when needed to meet their
budgets.

27. understand their
Day-to-Day
Processes
We provide training and updates in a regular
forum to facilitate sharing.
Our contract employees share processes
and procedures with each other and are
included in client process meetings.

28. be ready to
Adapt to
Their Changing
Needs by…

29. asking Questions
Ask them about their daily needs and what
issues they are having in trying to reach their
business goals.

30. Anticipating Needs
Pay attention in meetings and try to
anticipate how you might help them
meet their goals or solve their
business problems.

31. staying Ahead of the Curve
Keep up on industry trends.
Be ready to help move them
to the next level.

32. How do you…
…recruit or prepare resources
to fit your client’s needs?

33. answer: Be Ready with Your
Resources by…

34. holding Strategic
Resource Meetings
Set up regular resource meetings with your client
Review their satisfaction
with resources
Discuss upcoming changes/needs

35. Keeping
Ahead of the Curve
Anticipate needs and recruit resources
in advance
Partner with recruiters
and resource vendors

36. preparing
Your Resources
Anticipate trends and needs
Supply updates and information
Provide training or mentoring
where needed

37. how to
Avoid Mistakes

38. do not Assume…
…the client is managing
the projects and people.
Double-check your project work!

39. regularly Check-in
with Stakeholders
Hold formal or informal regular meetings
Measure client satisfaction via surveys

40. what Our
Clients Say About
Us
“We use Sumaria’ s Instructional Design resources on an ongoing basis to
assist us with the ebb and flow of our workflow. We have found Sumaria’ s
resources to be highly skilled and very dependable so that we can
count on them to deliver great quality results on time and on
budget every time.
We enjoy working with Sumaria because they are easy to do business
with, flexible and work with us to meet all our needs.”
Client Technical Development
Manager

41. and They also Say That…
“Sumaria provides high-quality Instructional Designers that meet
requirements for development of courseware.
today’s
The Program Manager understands my business and development
requirements making it easy to partner with them.”
Client Sales Development Manager

42. our Client Awards
We have won both the
key and best supplier/partner award
for 2 years running out of a pool of
more than 7000 suppliers.
Best Supplier/Partner Award, 2012
Key Supplier Award, 2012
Best Supplier/Partner Award, 2011
Key Supplier Award, 2011

43. In Summary
Be a Trusted Partner by…..
Understanding their business and helping them work
towards their goals
Integrating your resources into their
processes
Forming solid strategic relationships

44. And by being…..
Flexible with pricing
and ready to adapt to their needs
An extension of their organization
A loyal and committed
partner

45. Thank You!
Any questions?
45

46. Contact Us
Carole A. Meade, Director of Development
303.619.9555
cmeade@sumarianetworks.com
www.sumarianetworks.com