Metric definition
An agreed measurement record
Define each measure’s unit, period, inclusion rules, source, and agreed standard for agent outputs. Establish the institution’s evidence record.
Practical output: Measurement definitions.
Akholi Academy / Master class
Performance Optimization
Master class for one agentic AI outsourcing engagement.
Establish a performance baseline for one live agentic AI outsourcing engagement. Work with the people responsible for delivery to examine the underlying evidence, distinguish reporting problems from operational problems, and develop an improvement plan.
- Format
- 2 days onsite
- Participants
- One engagement team
- Instructor
- Phil Hatch
Required first: Outsourcing Lifecycle Management.
FOR THE INSTITUTION
The people accountable for the work
CHROs, Chief People Officers, CROs, and heads of training can commission this private class for the functions responsible for agentic AI outsourcing.
The engagement manager, portfolio director, and stakeholders responsible for one live outsourcing engagement.
The institution selects one live engagement. Its engagement manager, portfolio director, and relevant stakeholders work together throughout the class.
PRACTICAL OUTCOME
A performance improvement plan for one engagement
A performance improvement plan for the engagement, with an evidence-supported baseline, corrective actions, accountable owners, dependencies, and a verification and review cadence. Quantify value where the available evidence supports it.
- Define measures and reconcile the reported baseline with source records.
- Distinguish reporting problems from operational delivery constraints.
- Assign and verify improvement actions for the selected engagement.
LEARNING THROUGH LIVE ENGAGEMENTS
Applied curriculum
Work with the engagement materials submitted before the class. Each block connects a management task to a document or decision the team needs.
Baseline validation
Reconciliation with source evidence
Reconcile telemetry and the underlying record with vendor reporting. Record discrepancies, uncertainty, and evidence gaps.
Practical output: Baseline reconciliation and evidence gaps.
Operational diagnosis
Reporting errors and delivery constraints
Distinguish errors in measurement or reporting from operational constraints. Identify corrective actions supported by the evidence.
Practical output: Prioritized diagnosis.
Improvement planning
An actionable improvement plan
Assign actions, owners, dependencies, and verification measures. Set a review cadence and quantify value where the evidence supports it.
Practical output: Performance improvement plan.
WORK THE INSTITUTION CAN REVIEW
A performance improvement plan for one engagement
A performance improvement plan for the engagement, with an evidence-supported baseline, corrective actions, accountable owners, dependencies, and a verification and review cadence. Quantify value where the available evidence supports it.
Inside the plan
Illustrative blank structure. The class develops the content from the submitted engagement evidence.
- Measure and definition
- What is measured, for which unit and period?
- Baseline and evidence
- Which source record supports the current assessment?
- Issue and action
- What operational or reporting problem requires a response?
- Owner and dependency
- Who acts, and what does the action depend on?
- Verification and review
- How will the team evidence and review progress?
PRIVATE INSTITUTIONAL DELIVERY
Course format and arrangements
- Delivery
- A private, two-day onsite master class taught by Phil Hatch.
- Participants
- One engagement team. One live engagement.
- Prerequisite
- Outsourcing Lifecycle Management must be completed before this master class.
- Before the class
- A pre-class interview and materials for the selected engagement. Akholi analyzes the evidence in advance and tailors the class to that engagement and its cross-functional team.
- In the room
- The engagement team runs a performance analysis and corrective-action process on the selected engagement.
- Practical output
- A performance improvement plan for the engagement, with an evidence-supported baseline, corrective actions, accountable owners, dependencies, and a verification and review cadence. Quantify value where the available evidence supports it.
- After the class
- A post-class participant survey and an executive sponsor report written by Phil Hatch.
- Optional arrangements
- Pre-class vendor interviews can improve understanding of the selected engagement. Follow-on assistance to activate the performance improvement plan is available by separate arrangement.
- Dates and arrangements
- Discuss proposed dates, onsite location, the cohort, and delivery arrangements directly with Akholi.
Before
Interview, submitted materials, and Akholi’s advance analysis establish the class context.
During
Work through the evidence and develop the participant or team plan with Phil Hatch.
After
The institution receives the participant survey and Phil’s executive sponsor report. Activation support is a separate option.
YOUR INSTRUCTOR
Phil Hatch
Phil Hatch is the Chief Executive Officer of Akholi and the author of its 2026 study. He brings more than 30 years of experience in global outsourcing, workforce development, and service delivery.
He previously led the ManpowerGroup/Experis global outsourcing business. His classes connect that operating experience with Akholi’s primary research and the engagements participants bring.
Read Phil’s biographyTHE RESEARCH BEHIND THE CURRICULUM
150 engagements. 850 delivery-team respondents.
The study documents reported manual alteration and concerns about reporting integrity. Participants use this context to test the relationship between source evidence, reported measures, and operational performance in one engagement.
Read Part 5: Manual alteration and the full 2026 study. Findings describe the engagements studied. The study design and evidentiary limits accompany the research.
AKHOLI ACADEMY
The wider learning pathway
Complete the foundation course before either master class. Choose the master class that addresses the institution’s priority. The two master classes do not have to be taken in sequence.
Compare all Academy courses. For a separately arranged implementation engagement, explore Performance advisory and implementation assistance.
PLAN AN INSTITUTIONAL CLASS
Questions before arranging the class
Who should attend?
The engagement manager, portfolio director, and stakeholders responsible for one live outsourcing engagement. One live engagement.
Is the foundation course required?
Yes. Complete Outsourcing Lifecycle Management before taking this master class.
How is the class tailored?
A pre-class interview and materials for the selected engagement. Akholi analyzes the evidence in advance and tailors the class to that engagement and its cross-functional team.
What does the institution receive?
A performance improvement plan for the engagement, with an evidence-supported baseline, corrective actions, accountable owners, dependencies, and a verification and review cadence. Quantify value where the available evidence supports it. A post-class participant survey and an executive sponsor report written by Phil Hatch are also included.
Are vendor interviews or activation support included?
Pre-class vendor interviews can improve understanding of the selected engagement. Follow-on assistance to activate the performance improvement plan is available by separate arrangement.
How do we arrange a private class?
Contact Phil Hatch to discuss the learning priority, proposed cohort, selected engagement context, dates, and onsite arrangements. Agree any private exchange of engagement materials directly with Akholi.
Arrange a private onsite class for your institution
Discuss the learning priority, proposed cohort, and engagement context with Phil Hatch.