This course examines the strategic and operational aspects of managing relationships with external service providers across various industries and organizational contexts. Students will explore the full lifecycle of service provider management, from vendor selection and contract negotiation to performance monitoring and relationship optimization. The course covers best practices for outsourcing decisions, service level agreement development, risk management, and governance frameworks that ensure successful service delivery outcomes. Emphasis is placed on developing skills to manage complex multi-vendor environments while maintaining quality standards, cost effectiveness, and strategic alignment with organizational objectives.

Key Topics

1. Service Provider Strategy and Sourcing – Understanding make-or-buy decisions, outsourcing strategies, vendor market analysis, and developing comprehensive sourcing strategies that align with organizational goals and capabilities.
2. Vendor Selection and Evaluation Processes – Systematic approaches to service provider identification, qualification criteria development, proposal evaluation methodologies, and due diligence procedures for vendor assessment.
3. Contract Management and Service Level Agreements – Designing effective service contracts, establishing measurable service level agreements, performance metrics definition, and legal frameworks for service provider relationships.
4. Performance Monitoring and Quality Assurance – Implementing ongoing performance measurement systems, quality control processes, service delivery audits, and continuous improvement mechanisms for service provider oversight.
5. Relationship Management and Governance – Building effective governance structures, stakeholder communication protocols, conflict resolution processes, and strategic partnership development with key service providers.