Raw transparency, delivered deadlines and collaborative ownership
Five questions to ask providers of business transformation programmes
You’ve made an acquisition. You’ve got a value creation plan. You now need to execute on it. So how do you select the right supplier to transform what you’ve bought in the time you have?
Mark Aikman of Ignition Transformation specialises in global high-risk separations and integrations. He suggests finding a supplier that works to your agenda by asking the following five questions:
1. How will you give me insights on which I can base my decisions with confidence?
Faced with this question, a typical response will be to go straight to detail on data and dashboards.
However, a much more compelling answer is one based on the supplier’s concept of information. A truly useful supplier will evidence an attitude of permanent raw transparency, offering 100% honesty at all times. If you are assured this is the supplier’s operating style, you can know that you are always in possession of the real facts (however unpalatable), coming from one version of the truth. You can trust that your information is reliable and that there will be no awkward surprises further on. Therefore, you can trust the supplier.
2. What’s your methodology?
Every supplier likes to prove they’ve done this before. To give the illusion of trustworthiness and experience, many will evidence this by describing their failsafe methodology. Beware.
It is not possible to apply a fixed methodology to all transformations – or even to, say, all carve-outs. There is never an exact duplication of circumstances. And even if there appears to be strong similarity to a previous project at the start, circumstances change as programmes progress.
So look for a supplier with a proven framework and excellent governance practices, certainly. But choose one who can demonstrate the adaptability of their method or plan for an infinite variety of circumstances. Ask for case studies and examples of pivots.
3. What would your last three clients say about you and TSAs?
TSAs are always real rules. Yet some providers view them simply as helpful suggestions with elasticity or negotiability.
Look for a supplier with a proven record of delivering to TSAs. Ideally, suppliers who are used to short project windows or have delivered to extremely tight deadlines will be the most mindful of the need for speed coupled to thoroughness. Ask for references.
4. What will our relationship be?
Answers here will fall on a spectrum characterised from “you can sit back, relax and enjoy the ride” to “we’ll be on the phone every 12 minutes.”
You need an answer that isn’t based on frequency of contact or customer service, but on collaborative ownership. A good supplier will deal with all the minor decisions and implementation activities without your involvement. But they will also bring forward any significant issues or changes, accompanied by a choice of solutions and the rationale supporting each one. This way, you retain control and oversight but with the freedom to trust the supplier to progress the programme.
5. When will you walk?
A weaker supplier makes the mistake of over-reassurance. They will offer to stay until you’re entirely satisfied that there’s nothing left to do or check. That’s expensive.
The best answer here is that your supplier will cease their involvement at the exact moment they become more cost than value. The best suppliers never outstay their welcome.
And on that note: goodnight!
