The Third Party
Who this book is for
Người làm vận hành ở Việt Nam, quản lý vận hành, phụ trách sản xuất, kho vận, chăm sóc khách hàng hoặc dịch vụ; từ người quản một đội năm người tới người chịu trách nhiệm cả một chuỗi công đoạn. Người đọc là NGƯỜI LÀM NGHỀ: họ phải thay đổi cách làm việc của những người không báo cáo cho họ, và kết quả của họ thường là sự cố đã không xảy ra.
Sound familiar?
- The partner delivers late and the customer blames us, not them.
- The contract covers price and nothing about quality or timing.
- Nobody measures partner performance, so switching later has no evidence behind it.
- Depends on a single supplier for the most critical step.
After reading, you can
Help an ops person select and manage vendors with measurable commitments.
Each chapter answers one question
Chapter 1: Does outsourcing remove a task, or remove a skill?
Am I outsourcing this because I lack people or lack capability?
Outsourcing what you do not understand also outsources your ability to judge the results.
Chapter 2: Am I choosing a company, or a few people?
Who will actually do this work, and have I met them?
You do not choose a company; you choose the people who will directly do your work.
Chapter 3: How fast is "as fast as possible", exactly?
What does my partner commit to, and measured by which number?
A commitment without a number will be interpreted differently on the day something goes wrong.
Chapter 4: If the partner has no problems, why meet at all?
How often do my partner and I meet, and what do we discuss?
Partner relationships decay during ordinary weeks, not on the day of an incident.
Chapter 5: The partner failed, so why do customers blame me?
The partner delivers a whole defective batch; what do I do in the first two hours?
Your customers do not care who made the mistake; they only see that you did not keep your word.