© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
SOURCINGRELATIONSHIP
VALUEFRAMEWORK
TM
Performing An Outsourcing Relationship Health CheckTM
Using Standard Processes, Tools & TechnologiesCustomer ONLY Webinar
17-18-14
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Key Questions We’ll Answer Today For Customers/Buyers:
What’s one of the biggest opportunities facing the customer/buyer
community in the global outsourcing industry and why?
What is an Outsourcing Relationship Health CheckTM and whyshould customers/buyers perform them?
What will you experience when performing an Outsourcing Relationship Health CheckTM?
What data/information will you have access to as a result of performing an Outsourcing Relationship Health CheckTM?
What are the benefits & costs of performing an OutsourcingRelationship Health CheckTM & how do you get started?
© 2014 IAOP® All Rights Reserved www.IAOP.org
Share of
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One of the Outsourcing Industry’s Biggest Opportunities:
• $13 - $16 Trillion of existing services outsourcing (ITO/BPO/KPO) & shared service center contracts/relationships in force globally
• 50%+ of business leaders believe there’s opportunity for improving
the value from their portfolio’s
of contracts/relationships
• Actual results from recent “health
checks” indicate there are “always”
opportunities to improve business value, often ranging in tangibleterms from 5% to 30%+ of annual contracted spend!
Projected ACV Expiring in 2014 by Service Provider
Source: ISG Contracts Knowledgebase
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
“How do you quickly, effectively and affordably assess & then improve the
overall health and business “Value” from existing outsourcing and/or share service center relationships?”
One of the Outsourcing Industry’s Biggest Challenges:
Value =
Health = Overall qualitative assessment of the relationship
Health+ Delivery Performance
Delivery Performance = SLA & contractual compliance
Cost
Cost = Total cost of the relationship
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Are There Tools & Technologies to Help?
Yes…But Not Quite Yet!
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Vit
al S
ign
s o
f H
ealt
h Financial Performance
- Better managed &/orreduced costs
- Revenue growth- Improved margins- Improved assetutilization/balancesheet performance
- Access to new markets
HR
P
ay
ro
ll
Em
plo
ye
es
SCMProcurement
Suppliers
Cu
sto
me
rs
CR
M
- Provide access torequired talent/skills
- Improved flexibility - Improved ability to beresponsive/scalable
- Improved adaptability- Access to industry bestpractices
Capabilities Service Quality
- Defined SLA’s withaccountability
- SLA’s performance- Quality of resources- Low turnover & highretention rates
- Continuous improve-ment & innovation
Governance
- Clear RACI models- Processes for issuemanagement/escalation
- Business case & value realization & reporting
- Transparency into supplier operation
- Competitive T’s & C’s
Risk & Compliance
- Defined risk profile- Processes to identifymonitor, mitigate &report on risks status
- Periodic Non- SLAcompliance reviews
- Global compliance- DR & Contingency Plans
IDEA ASSESSMENT IMPLEMENTATION TRANSITION MANAGEMENT
SOURCINGRELATIONSHIP
VALUEFRAMEWORK
TM
FrameworkFor Healthy
Relationships
Sourcing RelationshipManagement
(SRM)
Service Providers
ERP
The Outsourcing Life-Cycle – Per IAOP’s OPBOK
ValueHealth Check
Creating & sustaining high performing outsourcing & shared service center relationships requires a dynamic balance be maintained across the “vital signs of health” in global outsourcing.
Corporate Social Responsibility (CSR) in Global Outsourcing
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
SOURCINGRELATIONSHIP
VALUEFRAMEWORK
• A rapid 3 Phased Process that leverages best practices, advanced tools/technology & focused Advisory Assistance.
• The Sourcing Relationship Value FrameworkTM
is the foundation for the Value Health Check Survey
TM(VHCS)
tool.
• VHCS is a cloud-based diagnostic survey useable on any type of outsourcing (ITO/BPO/KPO) & shared service center relationship whether on, near, or off-shore.
• Demographic data collected through the VHCS survey enables future peer group scoring and relationship trend analysis
• The Health Check Process & VHCS are easily customizable to the unique needs of any outsourcing &/or shared service center relationship(s)
What is an Outsourcing Relationship Health CheckTM
© 2014 IAOP® All Rights Reserved www.IAOP.org
Key Customer Benefits of Performing a Health Check• Understand your team and service provider team’s degree of alignment across five
(5) key areas of outsourcing value that includes 40 discrete value drivers.
• Identify the key strengths in the relationship, major opportunities to improve value including an action plan that includes resources assigned, timelines and risks associated with the action plan.
• Customer & Service Provider get objective, third-party assistance throughout the Health Check process to ensure minimal disruption to your operations as well as complete facilitation and guidance including documentation of interim and final reports for use by all parties
• Get insights concerning how your outsourcing relationship(s) compares with similar relationships around the world and how other organizations are addressing similar contemporary challenges to relationship success.
• Optionally you can use the complimentary Leadership Pairs Effectiveness Assessment to quickly determine how closely aligned the customer and service provider relationship leaders are around 10 critical success areas in outsourcing relationship leadership.
GSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
SOURCINGRELATIONSHIP
VALUEFRAMEWORK
TM
When Should Customer’s Perform An
Outsourcing Relationship Health CheckTM
?
• At the beginning of the outsourcing relationship lifecycle to establish consistently understood priorities & value expectations
• If you’re at all unsure about the actual health
and/or value you’re getting from your existing
outsourcing relationship.• If you’re 12-18 months away from a
contractual renewal and are considering your options.
• We recommend you periodically perform a “Health Check” on your outsourcing
relationship just as you would on yourself.
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Overview of the Outsourcing Relationship Health Check ProcessTM
PeriodicHealthCheck
ImplementHealth Check
Plans
Final VHCSReport &
Action Plan
Phase 3 – Refresh(4-12 Weeks)
Advisory Assistance is Optional in Phase 3
Health CheckFinal
Report
VHCSSurveyPeriod(1 Week)
LaunchVHCS
Health CheckPrelim.Report
Phase 1 – Assess(2-3 Weeks)
Use Value Health CheckSurvey (VHCS) Tool
(2 VHCS required for a Health Check)
•Assign Certified Health Check Advisor to Engagement•Identify Customer & Provider Health Check Administrators •Sign & Accept Terms of Use Agreement•Complete Health Check Demographic Profiler•Complete Health Check Participant Profilers•Prepare Health Check Participants
Via Webinar
CustomerInternal
De-Briefing
ProviderInternal
De-Briefing
Customer& Provider
OpportunityWorkshop
Phase 2 – Analyze(2-3 Weeks)
Use Value Opportunity Matrix (VOM) &Leadership Pairs Effectiveness Assessment
(Leadership Pair Assessment is optional and complimentary)
1-2 HrReview
PREP
PREP
Onsite &/or Webinar
© 2014 IAOP® All Rights Reserved www.IAOP.org
How Does An Outsourcing Relationship Health Check Fit With Our Existing Performance Tracking Processes?
• The Outsourcing Relationship Health Check process is not designed to replace your existing performance tracking processes and tools. Rather, it is intended to compliment, enhance and broaden your understanding of the key drivers of high performing and sustainable outsourcing relationships and provide you with insights on how your relationship stacks up in key areas to peer group relationships.
• While there is a fixed set of eight (8) value drivers in each of the five (5) domains of outsourcing value, the Health Check can be quickly and affordably adapted to include additional areas of value that are unique to your business and/or relationship.
GSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
SOURCING
RELATIONSHIP
VALUE
FRAMEWORKTM
Using The Value Health Check Survey (VHCS)
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Value Statements are Adjusted to Fit Customer and Service Provider Context
Example: Financial Performance:
Customer Statement: We are realizing the business benefits from the outsourcing relationship as outlined in the original business case &/or contracts.
Provider Statement: Our client is realizing the business benefits from the outsourcing relationship as outlined in the original business case &/or contracts.
Example: Service Quality:
Customer: We have adequate transparency into supplier performance and supporting data/systems to appropriately understand supplier performance.
Provider: Our client has adequate transparency into our performance and supporting data/systems to appropriately understand our performance.
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
VHCS: Customer Version
Step 1. Read the Value Statement& Score The Current Priority
Step 2. Score your levelof agreement
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VHCS: Customer Version
High (9-10) or Low (0-1) Scores A Call-Out Comment Box Appears
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
VHCS: Customer Version
Click on call-out button to captureany additional comments.
If you elect to not complete VHCS in one session, pleasesave the results forlater completion.
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
When you complete all 5 Value Areas, you’re prompted to get your Health Scores
Industry of Customer: Health Care Service Provider: Allied Service, Inc.
Respondent Name: Will Smith Size of Contract ($/Yr): $5M to $25M
Sourcing Scope: Application Dev/Maintenance Contract Start Date: 1/1/2009
Location From: U.S., UK Contract Term (Mos.): 36
Location To: India, Ukraine
SOURCINGRELATIONSHIP
VALUEFRAMEWORK
TM
Future Peer Group Scoring
GSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Value Area Summary Scores Are Also Presented
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
VHCS General Information: PAGE 3 Overview of the VHCS Basic Report PAGE 4 VHCS Overall Results Summary
PAGE 5 Customer Top 10 Value Statements PAGE 6 Customer Bottom 10 Value Statements
PAGE 7 Provider Top 10 Value Statements
PAGE 8 Provider Bottom 10 Value Statements PAGE 9 Customer & Provider Top 5 Not Observed Value Statements
VHCS Detail Data/Information: PAGE 10 Governance Data/Information Section PAGE 11 Governance Statements By Customer Rank Order Scores PAGE 12 Governance Statements By Respondent
PAGE 13 Financial Performance Data/Information Section
PAGE 14 Financial Performance Statements By Customer Rank Order Scores PAGE 15 Financial Performance Statements By Respondent Scores PAGE 16 Capabilities Data/Information Section
PAGE 17 Capabilities Statements By Customer Rank Order Scores PAGE 18 Capabilities Statements By Respondent Scores PAGE 19 Service Quality Data/Information Section
PAGE 20 Service Quality Statements By Customer Rank Order Scores PAGE 21 Service Quality Statements By Respondent Scores
PAGE 22 Risk/Compliance Data/Information Section PAGE 23 Risk/Compliance Statements By Customer Rank Order Scores
PAGE 24 Risk/Compliance Statements By Respondent Scores PAGE 25-31 Customer Respondent Comments PAGE 32-34 VHCS Outsourcing Value Statements (Customer & Provider)
PAGE 35 Optional Facilitated De-Briefing Overview
Use of VHCS Basic Reports: PAGE 36 Sources of Additional Advisory Assistance PAGE 37 Use of the Data, Information and/or Reports Resulting from the VHCS
Health Check Preliminary Report – Table of Contents
GSOS Copyrighted & All Rights Reserved
Phase 1 – Assess(2-3 Weeks)
Use Value Health CheckSurvey (VHCS) Tool
(2 VHCS required for a Health Check)
VHCSSurveyPeriod(1 Week)
LaunchVHCS
Health CheckPrelim.Report
1-2 HrReview
•Assign Certified Health Check Advisor•Identify Customer & Provider Health Check Admin. •Sign & Accept Terms of Use Agreement•Complete Health Check Demographics•Complete Health Check Participant Profiler•Prepare Health Check Participants
© 2014 IAOP® All Rights Reserved www.IAOP.org
The Outsourcing Relationship Health Check Process & Value Health Check Survey (VHCS) Help Answer Key Questions
• How can we quickly, effectively and affordably gain a broad understanding of the overall health and additional value obtainable from our relationship on an on-going basis beyond static measures of SLA performance?
• How well are we aligned with our Service Provider(s) on two dimensions (i.e. priority and level of agreement) across the five (5) domains of value in outsourcing, especially as our business environment and needs are constantly changing?
• Are there less important and/or more important areas of value within our relationship where both the customer and service provider can re-prioritize resources thus freeing up resources to deploy to higher valued areas of the relationship?
• How well does the Service Provider(s) understand your value priorities and how well are they able to quickly respond to changes in our strategic agenda?
• Is our Service Provider(s) bringing the expected level of innovation to our outsourcing relationship? If not, why not?
• Are there opportunities for the customer and service provider to better leverage advanced tools and technologies in the delivery of value to the relationship?
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XX/XX/XXXX
Health Check Preliminary Report – Summary Page
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© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Leve
l of
Pri
ori
ty
Level of Agreement
HighPriority
LowPriority
BusinessAs Usual
CompletelyDisagree
Neutral orUnsure
CompletelyAgree
SomewhatDisagree
SomewhatHigh
Priority
SomewhatLow
Priority
SomewhatAgree
Value Opportunity Matrix (VOM):Capabilities
Closely Reviewfor Value
Improvement
Key Areas for Potential Value Improvement
Sustain Value & Balance Resources
Harvest &Sustain Value18
7
235 4
6
23
8
5
47
61
With Advisory Assistance - Use of Advanced Tools To Interpret Data/Information
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Governance Statements – By Respondent ScoresRespondents Statement 1 Statement 2 Statement 3 Statement 4 Statement 5 Statement 6 Statement 7 Statement 8 Average/Total Scores
Customer Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O
1 5 4 0 3 3 0 4 4 0 4 4 0 4 3 0 4 5 0 4 5 0 3 3 0 3.88 3.88 0
2 6 8 0 4 9 0 7 7 0 7 7 0 3 8 0 7 7 0 10 10 0 6 8 0 6.25 8.00 0
3 6 5 0 4 8 0 4 7 0 3 7 0 2 8 0 2 6 0 10 8 0 5 6 0 4.50 6.88 0
4 4 7 0 1 7 0 7 7 0 2 7 0 2 7 0 5 7 0 10 10 0 4 7 0 4.38 7.38 0
5 6 8 0 6 8 0 7 8 0 7 8 0 2 8 0 7 8 0 7 6 0 8 8 0 6.25 7.75 0
Customer Avg. 5.40 6.40 3.60 7.00 5.80 6.60 4.60 6.60 2.60 6.80 5.00 6.60 8.20 7.80 5.20 6.40 5.05 6.78
Customer Min. 4 4 1 3 4 4 2 4 2 3 2 5 4 5 3 3 2.8 3.9
Customer Max. 6 8 6 9 7 8 7 8 4 8 7 8 10 10 8 8 6.9 8.4
Respondents Statement 1 Statement 2 Statement 3 Statement 4 Statement 5 Statement 6 Statement 7 Statement 8 Average/Total Scores
Provider Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O Agreement Priority N/O
A 3 7 0 3 7 0 5 7 0 7 8 0 8 3 0 4 7 0 5 7 0 7 3 0 5.25 6.13 0
B 7 6 0 6 6 0 7 5 0 7 7 0 6 6 0 5 5 0 7 5 0 6 5 0 6.38 5.63 0
C 7 4 0 6 4 0 3 6 0 7 4 0 6 4 0 6 6 0 8 8 0 6 6 0 6.13 5.25 0
D 3 3 0 8 3 0 5 3 0 8 8 0 3 3 0 3 3 0 8 8 0 3 8 0 5.13 4.88 0
Provider Avg. 5.00 5.00 5.75 5.00 5.00 5.25 7.25 6.75 5.75 4.00 4.50 5.25 7.00 7.00 5.50 5.50 5.72 5.47
Provider Min. 3 3 3 3 3 3 7 4 3 3 3 3 5 5 3 3 3.8 3.4
Provider Max. 7 7 8 7 7 7 8 8 8 6 6 7 8 8 7 8 7.4 7.3
Group Avg. 5.20 5.70 4.68 6.00 5.40 5.93 5.93 6.68 4.18 5.40 4.75 5.93 7.60 7.40 5.35 5.95 5.38 6.12
GAP 0.40 1.40 2.15 2.00 0.80 1.35 2.65 0.15 3.15 2.80 0.50 1.35 1.20 0.80 0.30 0.90 0.67 1.31
Individual Identity Protected Healthy Areas Areas of Potential Interest
Potential Mis-Alignment Areas
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Leadership Pairs Effectiveness Assessment
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
“Leadership Pairs that are successful
become quickly self-sustaining”
© 2014 IAOP® All Rights Reserved www.IAOP.org
What Are Health Check Advisory Services?• Health Check Advisory Services is a low cost and risk free support service included
with every Outsourcing Relationship Health Check.
• Health Check Advisors have on average over 20 years of outsourcing/shared service center experience with such firms as IBM, PwC, E&Y, CSC, Cap Gemini, E&Y, Tata Consulting and other leading organizations. They are fully trained, certified and have working experience with all aspects of the standardized Outsourcing Relationship Health Check process and supporting tools:
• The Health Check Advisor’s role is to prepare your team, facilitate the process, analyze and report on the results of the survey and share contemporary insights gained from other Health Checks performed around the globe. Their role is designed to reduce the time, energy and overall investment required by both the customer and service provider while delivering tangible and intangible results with minimum disruption to business operations.
• Our objective is to develop Health Check leadership skills in customer, service provider and advisory teams so that organizations can independently use the Outsourcing Relationship Health Check process and tools as appropriate.
GSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Intangible = Improved Alignment on Priorities, Expectations & Results!
SomeComments:
$ Tangible = 5% to 30%+ of the annual contracted spend!
“Confirmed a lot of what we felt but couldn’t put our finger on.”
“ROI is off the charts…doing a Health Check makes a lot of CENTS!”
“Process is intuitive and easy to leverage for continued internal use.”
“Opened our eyes to areas of value we hadn’t considered before.”
What’s The Potential Business Impact &/or Value
of Performing an Outsourcing Relationship Health Check?
© 2014 IAOP® All Rights Reserved www.IAOP.org
Phase 3 – Refresh(4-12 Weeks)
Advisory Assistance is Optional in Phase 3
Phase 1 – Assess(2-3 Weeks)
Use Value Health CheckSurvey (VHCS) Tool
Phase 2 – Analyze(2-3 Weeks)
Use Value Opportunity Matrix (VOM) &Leadership Pairs Effectiveness Assessment
What’s the Cost to Perform an Outsourcing Relationship Health Check?
GSOS Copyrighted & All Rights Reserved
Corporate Customer & Service Provider/Advisor Members get a 50% Discount off 1st Health Check/Yr.
Customer & Service Provider can “Opt-Out” of Advisory Assistance if their
Administrators have had prior experience as a Health Check Administrators or they’re a COP and attend the COP Health Check Administrator Workshop.
Phase 1 - Assess - Costs To Use VHCS ToolQTY of VHCS
Acquired in Bulk
Purchase
Non-Members
of IAOP
IAOP Corporate Advisor
Member & Individual
Professional Members
IAOP Corporate
Customer & Provider
Members ONLY
From 1-2 $2,500 $2,250 $2,000
From 3-5 $2,000 $1,800 $1,500
From 6-15 $1,750 $1,575 $1,250
From 16-50 $1,500 $1,350 $1,000
From 51+ $1,000 $900 $500
1.) Two (2) VHCS are required to perform a full 360 degree Outsourcing Relationship Health Check
2.) Each VHCS has an 18 month use period from date of purchase
3.) VHCS may be donated to a third party for use during the use period with prior IAOP/GSOS approval
4.) Unused or expired VHCS have no cash value.
Two (2) VHCS = $4,000 x 50% Corporate Discount = $2,000
Total Cost for 1st Health Check for IAOP Corporate Customer Members = $7,000
…Plus…Advisory Services Fee = $10,000 x 50% Corporate Discount = $5,000
Phase 1 & 2 - Cost of Health Check Advisory AssistanceTotal # of Stakeholders, i.e.
Participants in Health Check
*Fixed Fee for
Advisory Assistance
IAOP Corporate
Member Discount % *Net Fee (USD)
Up to 10 Participants $10,000 50% $5,000
Each Additional Participant $200 50% $100
Leadership Pairs Assessment Complimentary Optional to Perform $0
*Advisory Assistance Fees in U.S. and Canada are USD. Fees may vary worldwide based on location.
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Are you an IAOP Corporate Customer Member?
Yes
No
Contact Matt Shocklee at [email protected] to schedule yourOutsourcing Relationship Health Check:
3. Deliver the Preliminary Health Check Report
1. Contact your Service Provider, Sign Agreement & Provide Information,
4. Launch Phases 2 & 3 of the VHCS Relationship Health Check Process
2. Launch the Value Health Check Survey period, (1 week)
GSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
2. Launch the Value Health Check Survey period (1 week)
3. Deliver the Preliminary Health Check Report
1. Contact Your Service Provider, Sign Agreement & Provide Information,
4. Launch Phases 2 & 3 of the VHCS Relationship Health Check Process
Are you an IAOP Corporate Customer Member?
Yes
No
Contact Matt Shocklee at [email protected]
0. Get started by acquiring 2 VHCS for $5K or Join IAOP as a Corporate Customer Member for $5K (current 20% discount to join through July 2014)
GSOS Copyrighted & All Rights Reserved
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
Want to Learn More About Enlighta? Contact Matt Shocklee at: [email protected]
Value Health Check Survey (VHCS) Powered by enlighta!
© 2014 IAOP® All Rights Reserved www.IAOP.orgGSOS Copyrighted & All Rights Reserved
SOURCINGRELATIONSHIP
VALUEFRAMEWORK
TM
Launch Your Outsourcing Relationship Health Check [email protected]
Questions Anyone?