Service Improvement Action Plan

Clients and investors expect you to increase your value to them…day in and day out. So it’s natural to expect the same from your service providers. Like any close working association, third-party relationships can disappoint over time for a variety of reasons:

  • A troubled transition. You got off to a bad start and never fully recovered.
  • Unfulfilled expectations. Realistic or unrealistic, your service provider never quite fulfilled your original expectations.
  • Lost alignment. The interests of both parties drifted over time and are no longer aligned.
  • Market advances. Markets change, sometimes with warp speed, and your service provider, while faithfully meeting all original expectations, has not kept up with the new reality.

What causes this gap? A major cause is the inherent differences between service providers and service recipients. Service providers are efficiency oriented while service recipients are effectiveness oriented.


Service effectiveness


Service providers must relentlessly acknowledge and address this difference. If they don’t, your continued competitive success – and theirs – is on the line.

How Everest Group Can Help

Sometimes only an expert outsider can identify and rectify the complex root causes of this gap. Everest Group consultants can help you develop an objective and pragmatic action plan to draw the parties closer together to shrink – if not eliminate – the gap. Sometimes the answer is to enhance the current relationship; other times we recommend alternative service delivery sources, both internal and external, in whole or in part.

Everest Group’s unique mix of in-house research and deep experience, which comes from a blend of seasoned advisors, top-tier management consultants and professionals with service delivery backgrounds, enables us to cut to the heart of the issues and develop an appropriate improvement plan. Our team works with you to design a course of action complete with clear milestones.


Service optimization

We work collaboratively with both parties to move quickly and efficiently from insight to action.

Service Improvement Plan Services

Everest Group’s Service Improvement Plan services include:

  • Identifies, then addresses any misalignments between stakeholders in both organizations. The goal: to reduce tension between the two parties.
  • Enables the repaired relationship to move up the value chain. This helps the service recipient move from direct cost savings to business or even strategic impact.
  • Identifies new functional areas or broadens the scope within a function. This creates additional value.
  • Strengthens practices in operational delivery, contractual provisions, and governance. This reduces the current friction.
  • Identifies alternative service providers both internal and external, if necessary. We also calculate the expected costs, benefits, and risks of the transition so you can make an informed decision.

We apply the same rigor to internal as we do to external alternative service delivery options. Our goals always remain the same:

  • To determine the best way for our clients to achieve their desired outcomes
  • To figure out how to make these outcomes sustainable for the long term
  • To accommodate the exigencies of the current constraints


Strategic Engagement Review


Betty Rhiger, Partner, Sourcing Advisory Practice

Betty RhigerBetty Rhiger leads Everest Group’s Sourcing Advisory Practice with Todd Hintze. Betty possesses a unique mix of over 20 years of global services industry supply side and advisory expertise. She excels in creatively adapting traditional methodologies to help clients make informed decisions around their long-term strategies and objectives, delivery models and use of disruptive technologies. And her experience in working for service providers gives her the insider’s insights necessary to help clients fully understand third parties’ proposed solutions and negotiating strategies.

She is also adept at quickly sensing company cultures and adjusting her teams’ approaches to align with her clients. Her primary focuses are helping Canadian Global 1000 banking, financial services, energy and utilities companies achieve next generation IT and F&A process excellence.