Engagement Management
Many organizations seek to improve their bottom lines by outsourcing training processes to an experienced partner. The transformation generated by this relationship can be complex and far-reaching, with major potential to change a company’s future for the better—if it is managed well. A good partner must be able to manage training process performance, to keep quality high, ensure that deliverables are produced on time, and keep training processes aligned with business goals.
As part of its time-tested Business Management System, NIIT has developed an Engagement Management, an approach that provides clear visibility into ongoing program performance and helps keep training aligned with clients’ business objectives.
Managing and Tracking Performance and Value
Our structured Engagement Management model is designed to guide the decision making process and to verify consistent, effective business performance. This model defines how NIIT manages processes and people, with specific emphasis on communication. Through ongoing communication with stakeholders, NIIT seeks to ensure consistent alignment with each client’s business needs and to minimize risk.
NIIT continuously improves our service offerings to ensure ongoing business value year after year. We work with our clients to customize the engagement process based on their individual needs, in order to most effectively:
- Identify the key transformations that matter most to the business
- Measure progress against key business objectives
- Ensure adequate communication across roles
- Provide a process and forum for problem solving and escalation of issues
- Provide a quarterly and annual progress report to the business
How Engagement Management Works
To achieve effective Engagement Management, NIIT assigns dedicated leadership and execution teams made up of experienced managers to work with each client’s own managers to oversee the effectiveness and efficiency of each aspect of the training engagement. These teams are responsible for the overall operations, and for bringing the power and insight of NIIT to the client relationship. With this approach, NIIT helps ensure that we stay in touch with each client’s business needs and direction, to boost client satisfaction.
Beyond the Engagement Management team, NIIT employs a rigorous Management Reporting System to provide a layered set of reports designed to make performance transparent. Our reporting system provides a robust set of metrics and monitoring that form the basis of a shared fact-set to both NIIT and the client.
The Engagement Management Team uses the following reports to drive appropriate action:
- Service Level Agreements
- Process Monitors that extend beyond the basic training process service level agreements
- Performance Scorecards that summarize performance in business-oriented views for specific audiences
- Management Reports
Training Process Management
The above processes cover routine governance, but training outsourcing is complex and, even with the best processes and highest diligence, additional efforts are often needed. While we work hard to minimize this need, we also make sure to be ready for exceptions.
To help ensure smooth performance, NIIT takes the same process-driven, focused approach to the occasional project issue as we do to our routine work. This involves using two primary tactics:
- We define a clear Escalation Process, identifying common triggers and actions to be taken.
- We are prepared to mobilize a joint Rapid Response Team when needed. This helps us resolve particularly difficult issues with projects expeditiously.
The NIIT Business Management System
Engagement Management is just one part of a three-pronged Business Management System that NIIT follows for managing the outsourcing relationship. This system consists of:
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