Companies running their businesses on the Entrepreneurial Operating System use a powerful tool for effectively and efficiently assessing their teams to get the Right Person in the Right Seat (RPRS). This EOS tool is called The People Analyzer™. We have found equal value in modifying it to help in assessing managed service providers and for service providers to assess current and potential clients. Here is the tool:
The basic tenets are to evaluate the shared responsibility of the relationship between the two organizations and the shared responsibility of accepting and holding the accountability for the success of the relationship. This is what makes for a healthy engagement and one of continuous improvement.
Relationship: Evaluate each organization by rating how fully they exhibit each other’s core values. They are rated on a “+” or “–“ symbol, or a combination of the two, “+/–”. The ratings are then totaled up at the end. Each organization should come up with their own “bar” for measuring acceptable performance. We recommend a bar with more pluses, than plus-minuses and never a minus for either organization. When you have both organizations scoring above the bar, you’ll know you’re creating the culture and relationship you want, with great chemistry.
Accountability: In order for this relationship to reach the next level, you need a service provider on your team who is able to take the ball and run with it. Of course, you, as well, must take on your share of accountability to ensure the desired performance. This is evaluated on three criteria referred to by the acronym GWC: Get it, Want it, and Capacity to do it.
Get it
Managed service providers either “get it” or they don’t when it comes to their role, the company culture, and the systems that are in place. While there are plenty of organizations who do get it, not everyone does.
Want it
When a managed service provider genuinely likes what they do and how they serve their clients, it shows. They take the time to understand the role and they to do it based on the responsibility and fair compensation. If you find yourself having to beg someone to take a role, you’re going to end up with a service provider who doesn’t genuinely want it.
Capacity to do it
Capacity isn’t just about having the knowledge to do the job, but also the time as well as the physical and emotional capacity to do the job well. Some roles may require more capacity than what the provider is actually willing or able to provide or you may require skills that a provider simply doesn’t have. Make sure that the role suits their capacity before taking on a managed service provider.
If you reach a no on any of the above items with a particular service provider, then you’ll know that the service provider isn’t the best fit. Using the GWC with each organization will help you stay honest with yourself about what each role really entails and will help you find the right organization for the right seat.