I led localization of a high-end credit card product in China.  This is a product similar to Amex's black card and had been launched in the regional hubs in Singapore and HK.  As a PM, my role involved heavy research on regional best practices, local capabilities, and weighting pros and cons of each decision.  

 

One key feature is a concierge service allowing the customers to get life-style type support - booking the French Laundry in the states for an example.  Here is a simplified version of the thought process that went into building the concierge service 3-party vs. in-house:

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Pros:

• The in-house model will enable 1-on-1 relationship with clients and serves as single point of contact results in enhanced customer satisfaction

• Model serves as competitive advantage since most competitors do not have dedicated in-house team to deliver the premium concierge service 

• Team can exercise more control with the internal team and minimize dependency on vendor 

 

Cons:

• Additional expenses and efforts involved in building a dedicated in-house team

• Potential delay in handling client requests and the complexity of involving multiple parties

• Would require a readily available vendor resources through internal network

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On top of the initial analysis, I performed a financial analysis quantifying cost comparison between the two models.  Factors that would go into the analysis included # of customer requests, vendor utilization rate, unit service cost, relationship manager compensation, etc.