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A Successful Outcome Based Partnership

Governance is one of the most critical elements of any strategic outcome bases client partnership, and an area where the biggest gaps in value between potential partners and transactional vendors can be found.

Traditional quarterly business reviews will showcase a variety of charts, graphs, and data points, but this is only one part of the governance equation. Reviewing data is important, but without a roadmap and the ability to make decisions and action these results, it can often be nothing more than a look backwards. By moving beyond the data, WBM governance is designed to work up the DIKW pyramid, driven by our differentiator as a nimble partner that can make decisions, investments, and action opportunities as they appear, not just when a new contract is due.

Working together with technology leaders from across our customer community, WBM has seen the role of governance evolve tremendously. Effective governance in a true partnership means that not only will there be reports that present the past and provide insight, there will also be clear opportunities for process improvement, and as we uncover areas that represent advancement, there must also be the commitment from WBM to invest in bringing these advancements forward if we are truly in pursuit of a World Class status program.

We believe that governance can be so much more impactful and engaging than just being a point of diligence and reporting requirement on past performance to fulfill. We believe that it can be at the very core of understanding and alignment, and a catalyst for forward looking outcomes, value, and directing partner investment.

In working together as strategic partners with our clients, we thrive on developing personal relationships at various point of engagement across our client communities, and, as such, while there is always a consistent rhythm to specific governance sessions, we have also learned that governance is an every-day thing, as any informal conversation has the potential to hatch an idea or opportunity to explore together.

Governance represents one of the most significant and time-consuming elements of total account management, but it is also driven by relationships, and a level of personal commitments to each other that make it a lot of fun to achieve what we set out to.
A successful governance program will provide you with clear line of sight into what opportunities exist for outcomes to be achieved as they emerge, and WBM brings a commitment to the investment and the decision making that is necessary for effective outcome based governance over time.

WBM Service Excellence at SaskTel

Governance & Continuous Process Improvement Success Story

Paul Cluett

Paul Cluett

Director of Enterprise IT Services

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