# Performance Optimization

Source: https://akholi.com/akholi-academy-outsourcing-executive-education/performance-optimization/

<main class="ac-course" data-ac-program="performance"><section class="ac-hero"><div class="ac-wrap"><nav class="ac-breadcrumb" aria-label="Breadcrumb"><a href="/">Akholi</a> / <a href="https://akholi.com/akholi-academy-outsourcing-executive-education/">Academy</a> / Performance Optimization</nav><div class="ac-hero-grid"><div><p class="ac-eyebrow">Akholi Academy / Master class</p><h1>Performance Optimization</h1><p class="ac-subtitle">Master class for one agentic AI outsourcing engagement.</p><p class="ac-lead">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.</p><dl class="ac-facts"><div><dt>Format</dt><dd>2 days onsite</dd></div><div><dt>Participants</dt><dd>One engagement team</dd></div><div><dt>Instructor</dt><dd><a href="/about/phil-hatch/">Phil Hatch</a></dd></div></dl><div class="ac-actions"><a class="ac-button" href="mailto:p.hatch@akholi.com?subject=Private%20onsite%20Performance%20Optimization%20class" data-ac-event="academy_enquiry_click" data-ac-course="performance" data-ac-placement="hero">Arrange a private onsite class</a><a class="ac-link" href="#curriculum">Explore the curriculum</a></div><p class="ac-fine" style="margin-top:18px">Required first: <a href="https://akholi.com/akholi-academy-outsourcing-executive-education/outsourcing-lifecycle-management/">Outsourcing Lifecycle Management</a>.</p></div><aside class="ac-download" aria-label="Performance Optimization course sheet"><a class="ac-sheet-link" href="https://akholi.com/wp-content/uploads/2026/10/Akholi-Academy-Performance-Optimization-1.pdf" type="application/pdf" download aria-label="Download the Performance Optimization course sheet (PDF)" data-ac-event="academy_sheet_download" data-ac-course="performance" data-ac-placement="sheet-image"><img src="https://akholi.com/wp-content/uploads/2026/10/Akholi-Academy-Performance-Optimization-1.webp" width="1700" height="2200" loading="lazy" decoding="async" alt="Performance Optimization one-page course sheet"></a><h2>Course sheet</h2><p>The course format, curriculum, practical outcome, and enquiry details in one page.</p><a class="ac-button" href="https://akholi.com/wp-content/uploads/2026/10/Akholi-Academy-Performance-Optimization-1.pdf" type="application/pdf" download data-ac-event="academy_sheet_download" data-ac-course="performance" data-ac-placement="sheet-panel">Download course sheet (PDF)</a></aside></div></div></section><nav class="ac-index" aria-label="On this page"><div class="ac-wrap"><span>ON THIS PAGE</span><a href="#audience">Who this is for</a><a href="#curriculum">Applied curriculum</a><a href="#practical-plan">Your practical plan</a><a href="#format">Course arrangements</a><a href="#instructor">Instructor</a><a href="#arrange-class">Arrange a class</a></div></nav><section id="audience"><div class="ac-wrap"><div class="ac-two"><div><p class="ac-eyebrow">FOR THE INSTITUTION</p><h2>The people accountable for the work</h2><p>CHROs, Chief People Officers, CROs, and heads of training can commission this private class for the functions responsible for agentic AI outsourcing.</p><p>The engagement manager, portfolio director, and stakeholders responsible for one live outsourcing engagement.</p><p>The institution selects one live engagement. Its engagement manager, portfolio director, and relevant stakeholders work together throughout the class.</p></div><div><p class="ac-eyebrow">PRACTICAL OUTCOME</p><h2>A performance improvement plan for one engagement</h2><p>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.</p><ul class="ac-outcomes"><li>Define measures and reconcile the reported baseline with source records.</li><li>Distinguish reporting problems from operational delivery constraints.</li><li>Assign and verify improvement actions for the selected engagement.</li></ul></div></div></div></section><section id="curriculum"><div class="ac-wrap"><p class="ac-eyebrow">LEARNING THROUGH LIVE ENGAGEMENTS</p><h2>Applied curriculum</h2><p>Work with the engagement materials submitted before the class. Each block connects a management task to a document or decision the team needs.</p><article class="ac-phase"><span class="ac-number">01</span><div class="ac-phase-name">Metric definition</div><div><h3>An agreed measurement record</h3><p>Define each measure’s unit, period, inclusion rules, source, and agreed standard for agent outputs. Establish the institution’s evidence record.</p><p class="ac-question"><strong>Practical output:</strong> Measurement definitions.</p></div></article><article class="ac-phase"><span class="ac-number">02</span><div class="ac-phase-name">Baseline validation</div><div><h3>Reconciliation with source evidence</h3><p>Reconcile telemetry and the underlying record with vendor reporting. Record discrepancies, uncertainty, and evidence gaps.</p><p class="ac-question"><strong>Practical output:</strong> Baseline reconciliation and evidence gaps.</p></div></article><article class="ac-phase"><span class="ac-number">03</span><div class="ac-phase-name">Operational diagnosis</div><div><h3>Reporting errors and delivery constraints</h3><p>Distinguish errors in measurement or reporting from operational constraints. Identify corrective actions supported by the evidence.</p><p class="ac-question"><strong>Practical output:</strong> Prioritized diagnosis.</p></div></article><article class="ac-phase"><span class="ac-number">04</span><div class="ac-phase-name">Improvement planning</div><div><h3>An actionable improvement plan</h3><p>Assign actions, owners, dependencies, and verification measures. Set a review cadence and quantify value where the evidence supports it.</p><p class="ac-question"><strong>Practical output:</strong> Performance improvement plan.</p></div></article></div></section><section id="practical-plan"><div class="ac-wrap"><p class="ac-eyebrow">WORK THE INSTITUTION CAN REVIEW</p><h2>A performance improvement plan for one engagement</h2><p>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.</p><div class="ac-sample"><h3>Inside the plan</h3><p class="ac-fine">Illustrative blank structure. The class develops the content from the submitted engagement evidence.</p><dl><dt>Measure and definition</dt><dd>What is measured, for which unit and period?</dd><dt>Baseline and evidence</dt><dd>Which source record supports the current assessment?</dd><dt>Issue and action</dt><dd>What operational or reporting problem requires a response?</dd><dt>Owner and dependency</dt><dd>Who acts, and what does the action depend on?</dd><dt>Verification and review</dt><dd>How will the team evidence and review progress?</dd></dl></div></div></section><section id="format"><div class="ac-wrap"><p class="ac-eyebrow">PRIVATE INSTITUTIONAL DELIVERY</p><h2>Course format and arrangements</h2><dl class="ac-format"><dt>Delivery</dt><dd>A private, two-day onsite master class taught by Phil Hatch.</dd><dt>Participants</dt><dd>One engagement team. One live engagement.</dd><dt>Prerequisite</dt><dd><a href="https://akholi.com/akholi-academy-outsourcing-executive-education/outsourcing-lifecycle-management/">Outsourcing Lifecycle Management</a> must be completed before this master class.</dd><dt>Before the class</dt><dd>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.</dd><dt>In the room</dt><dd>The engagement team runs a performance analysis and corrective-action process on the selected engagement.</dd><dt>Practical output</dt><dd>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.</dd><dt>After the class</dt><dd>A post-class participant survey and an executive sponsor report written by Phil Hatch.</dd><dt>Optional arrangements</dt><dd>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.</dd><dt>Dates and arrangements</dt><dd>Discuss proposed dates, onsite location, the cohort, and delivery arrangements directly with Akholi.</dd></dl><div class="ac-process"><article><h3>Before</h3><p>Interview, submitted materials, and Akholi’s advance analysis establish the class context.</p></article><article><h3>During</h3><p>Work through the evidence and develop the participant or team plan with Phil Hatch.</p></article><article><h3>After</h3><p>The institution receives the participant survey and Phil’s executive sponsor report. Activation support is a separate option.</p></article></div></div></section><section id="instructor"><div class="ac-wrap"><div class="ac-instructor"><img src="https://akholi.com/wp-content/uploads/2026/07/phil_hatch.png" width="1024" height="1024" loading="lazy" decoding="async" alt="Phil Hatch, Akholi CEO and course instructor"><div><p class="ac-eyebrow">YOUR INSTRUCTOR</p><h2>Phil Hatch</h2><p>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.</p><p>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.</p><a class="ac-link" href="/about/phil-hatch/">Read Phil’s biography</a></div></div><div class="ac-evidence"><p class="ac-eyebrow">THE RESEARCH BEHIND THE CURRICULUM</p><h3>150 engagements. 850 delivery-team respondents.</h3><p>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.</p><p>Read <a href="https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/part-5-manual-alteration/">Part 5: Manual alteration</a> and the <a href="https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/">full 2026 study</a>. Findings describe the engagements studied. The <a href="https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/introduction/study-design-evidentiary-basis-and-definitions/">study design and evidentiary limits</a> accompany the research.</p></div></div></section><section id="learning-pathway"><div class="ac-wrap"><p class="ac-eyebrow">AKHOLI ACADEMY</p><h2>The wider learning pathway</h2><p>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.</p><div class="ac-related"><article class="ac-card"><p class="ac-eyebrow">Foundation course</p><h3>Outsourcing Lifecycle Management</h3><p>A shared management framework from preparation through exit.</p><dl><dt>Format and participants</dt><dd>2 days onsite. Up to 15 participants.</dd><dt>Practical output</dt><dd>A peer-reviewed management plan for a live engagement, prepared for the engagement sponsor.</dd><dt>Preparation</dt><dd>Pre-reading and a survey identify participants’ questions and tailor the class.</dd><dt>Prerequisite</dt><dd>No prior Akholi course.</dd></dl><div class="ac-actions"><a class="ac-link" href="https://akholi.com/akholi-academy-outsourcing-executive-education/outsourcing-lifecycle-management/" data-ac-event="academy_course_select" data-ac-course="lifecycle" data-ac-placement="catalog">Explore Outsourcing Lifecycle Management</a><a class="ac-link" href="https://akholi.com/wp-content/uploads/2026/10/Akholi-Academy-Outsourcing-Lifecycle-Management-1.pdf" type="application/pdf" download data-ac-event="academy_sheet_download" data-ac-course="lifecycle" data-ac-placement="course-card">Download course sheet (PDF)</a></div></article><article class="ac-card"><p class="ac-eyebrow">Master class</p><h3>Governance, Oversight &amp; Risk</h3><p>Develop ownership, oversight, and control arrangements through participants’ live engagements.</p><dl><dt>Format and participants</dt><dd>2 days onsite. Up to 15 participants.</dd><dt>Practical output</dt><dd>A governance action plan for each engagement, prepared for sponsor or board review. The plan identifies accountable owners, priorities, required decisions, and control evidence.</dd><dt>Preparation</dt><dd>A pre-class interview and engagement materials from each participant. Akholi analyzes the materials in advance and tailors the class to the engagements and the institution’s governance framework.</dd><dt>Prerequisite</dt><dd>Outsourcing Lifecycle Management.</dd></dl><div class="ac-actions"><a class="ac-link" href="https://akholi.com/akholi-academy-outsourcing-executive-education/governance-oversight-risk/" data-ac-event="academy_course_select" data-ac-course="governance" data-ac-placement="catalog">Explore Governance, Oversight &amp; Risk</a><a class="ac-link" href="https://akholi.com/wp-content/uploads/2026/10/Akholi-Academy-Governance-Oversight-and-Risk-1.pdf" type="application/pdf" download data-ac-event="academy_sheet_download" data-ac-course="governance" data-ac-placement="course-card">Download course sheet (PDF)</a></div></article></div><p style="margin-top:25px"><a href="https://akholi.com/akholi-academy-outsourcing-executive-education/#compare">Compare all Academy courses</a>. For a separately arranged implementation engagement, explore <a href="https://akholi.com/research-lead-outsourcing-gcc-advisory/outsourcing-performance-tuning/">Performance advisory and implementation assistance</a>.</p></div></section><section id="arrange-class"><div class="ac-wrap"><p class="ac-eyebrow">PLAN AN INSTITUTIONAL CLASS</p><h2>Questions before arranging the class</h2><div class="ac-faq"><details><summary>Who should attend?</summary><p>The engagement manager, portfolio director, and stakeholders responsible for one live outsourcing engagement. One live engagement.</p></details><details><summary>Is the foundation course required?</summary><p>Yes. Complete <a href="https://akholi.com/akholi-academy-outsourcing-executive-education/outsourcing-lifecycle-management/">Outsourcing Lifecycle Management</a> before taking this master class.</p></details><details><summary>How is the class tailored?</summary><p>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.</p></details><details><summary>What does the institution receive?</summary><p>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.</p></details><details><summary>Are vendor interviews or activation support included?</summary><p>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.</p></details><details><summary>How do we arrange a private class?</summary><p>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.</p></details></div><div class="ac-inquiry"><h2>Arrange a private onsite class for your institution</h2><p>Discuss the learning priority, proposed cohort, and engagement context with Phil Hatch.</p><div class="ac-actions"><a class="ac-button" href="mailto:p.hatch@akholi.com?subject=Private%20onsite%20Performance%20Optimization%20class" data-ac-event="academy_enquiry_click" data-ac-course="performance" data-ac-placement="closing">Arrange a private onsite class</a><a class="ac-link" href="/contact/" data-ac-event="academy_enquiry_click" data-ac-course="performance" data-ac-placement="contact-page">Contact Akholi</a></div><p class="ac-fine" style="margin-top:20px"><a href="mailto:p.hatch@akholi.com" data-ac-event="academy_enquiry_click" data-ac-course="performance" data-ac-placement="email-text">p.hatch@akholi.com</a></p></div></div></section></main>