Heard back from Bloor Research’s Bob McDowall, who wrote a recent article on managing service providers in the multi-sourcing environment.
Here’s his response to my question regarding how monitoring service performance helps you to quantify the amount of time multi-sourcing management takes:
Any relationship where there are issues in delivering the agreed service performance (and this can only be gauged by monitoring service performance continuously) will require additional effort, resource (and time) to
(1) either agree and action the steps to reach service performance together with any penalties or "fines"
(2) if that does not work or the failures to perform are more fundamental, agreeing how to exit the contract and managing the exit.
So, not the step-by-step I was hoping for on calculating how much time you can expect to spend managing each vendor, but a bit of an expansion on his observations.
There must be a way to quantify these matters.
