6 Key Factors For Project Success – All businesses need a competitive advantage. But SMBs may need one more than anyone else. Those that lack a competitive advantage won’t survive. Why—because they’re not differentiating themselves. They’re not giving customers a reason to buy from them. And in today’s overcrowded marketplaces, that’s fatal.
Offshoring Can Help
So how can you create a competitive advantage if you lack one?
Offshoring is one way. It can free up more resources to devote to mastering core competencies, improving services, enhancing quality, and boosting customer satisfaction—all in one move.
In other words, it can help you differentiate yourself.
And in today’s marketplaces, that’s critical. In fact, it might be exactly what you need to take your business to the next level.
But to create a competitive advantage, you must leverage the key factors that drive success.
Below are 6 of those. You can leverage them to achieve project success. But first, you must understand and embrace them:
Start by defining what success is for you—whether you’re contracting customer service or tech support. It’s different for every company and for every industry.
Once defined, use KPIs to track progress. They can measure customer satisfaction, timeliness, costs, and so on. Make KPIs objective, measurable, challenging, and specific.
Standardize Policies And Processes
Don’t wait to do this. Standardize policies and processes before anything else. Doing so makes the transition easier and helps your service provider meet key objectives. Also, make sure the right quality monitoring and reporting procedures are in place.
Action Point: Review current policies and processes. Determine which are standardized and which are not. Standardize those that aren’t.
Any business process success requires ongoing coordination. Creating detailed documents for everything—process maps, procedure manuals, operations plans, operating procedures for change requirements—strengthens coordination. Document issue tracking and resolution as well
Embrace The Transition
Moving to offshore is challenging. Handle it delicately—especially the transition. A good transition generates enormous benefits while a poor one impedes operations. To execute a seamless transition, develop a plan.
Your plan should do two things. First, it should spell out how to keep current operations going. Second, it should spell out the key steps in the transfer process.
Start by analyzing your needs, then design, build, test, and deploy each of the plan’s stages for a smooth transition.
Beef Up Key Technology
Business needs technology to succeed. We’re talking about things like collaborative systems, customer experience tools, and customer relationship management software.
Technology is especially critical to tech support and customer service. If you don’t have what’s needed, find a way to get it.
But first, develop a customer strategy. Developing a customer strategy helps agents respond to issues and quickly determine what actions to take. Without a strategy, they’ll just be spinning their wheels.
Manage Key Relationship
Managing to offshore correctly is critical to success. But those used to managing resources under their direct control may need to develop team-building, influencing, and/or facilitation skills. In other words, they may have to acquire a whole new set of skills, so make allowances for training.
Leveraging these 6 factors will help you achieve success. But they aren’t the only success factors out there. Others exist. Leveraging them can also help drive success.
Achieving success can generate the competitive advantage you need to survive in today’s intense marketplaces.
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