March 19, 2010
No comments »
Traditionally ongoing management of KPIs, Risks and Issues in managed services has been labour intensive and error prone. World class service providers are now moving away from spreadsheet and e-mail based management to a more robust and consistent approach. An approach which ensures they can spend less time on creating spreadsheets and tracking data and more time analysing performance and reviewing service quality.
» Read more: WEBINAR: Effective and Efficient Managed Services Governance by Service Providers
March 18, 2010
No comments »
Management of KPIs, Risks and Issues in sourcing relationships has been inconsistent, labour intensive and error prone. Organisations are now moving away from spreadsheet and e-mail based management to a more robust and consistent approach. An approach which ensures they can spend less time on creating spreadsheets and tracking data and more time analysing performance and reviewing service quality.
» Read more: WEBINAR: Evidence Based Vendor Management and Shared Services Governance
March 15, 2010
No comments »
Many companies use balanced score cards to track vendor and supplier performance. They vary in quality and consistency of use. More and more client organisations are now building capability to ensure that sourcing performance is manage consistently and objectively. This requires a move away from balanced or performance cards which vary from vendor to vendor. It also requires a move away from measures which can be subjective or which are not clearly understood or comparable across vendors. It is often referred to as evidence based supplier management.
» Read more: Evidence based supplier management
March 6, 2010
1 comment »
Supplier Managers need to manage service performance and risk aswell as cost on an ongoing basis. Using Spreadsheets to manage SLAs or Vendor Balanced Scorecards and Risks is time consuming. It also leads to inconsistent reporting and ultimately becomes very difficult to aggregate performance to get an accurate picture of supplier performance at an organisational level.
» Read more: Use an online portal to drive effective performance and risk management across all suppliers
February 18, 2010
No comments »
Governance is a hot topic in shared services – three areas are a functional priority. These are Service Level Reporting, Risk Reporting and Issue Reporting. Ideally you want to get an executive online dashboard that gives you a picture on all three areas. Also you need to ensure that there is a robust process in place to gather the required information. There are two key implementation priorities – something that can be implemented quickly and at low cost. This criterion was outlined to me in detail at the recent SSON conference in London.
» Read more: Get a Quick Win in Shared Services Governance.
February 4, 2010
1 comment »
This posting is inspired by a question on LinkedIn around whether anyone really cares about SLAs. Let’s be frank – some people don’t. Service Providers who don’t care about SLAs are typically of low capability and deliver a poor service. Clients who don’t care about SLAs typically are in a high revenue phase and aren’t really focussed on cost. As a person who has spent years working with clients who want to manage SLAs I have learnt that the problem is less about whether people ‘care about SLAs’ and more about whether they have ‘the capability to manage them’. I believe this capability needs to exist on both on the client and the service provider side. Firstly here are some good reasons why you should care about SLAs.
» Read more: Who manages SLAs anyway?
February 1, 2010
No comments »
Many organisations still seem to struggle to enforce service penalties. The impact on organisations can be significant from a cost perspective. Equally importantly – vendors will quickly notice where clients have no effective process in place to track performance and impact on contracts and costs….How can you resolve this?
» Read more: Getting alerted when contractual service penalties should kick in?
January 18, 2010
No comments »
MiFID was the buzzword in European Financial Services Regulatory circles in 2007 and 2008. The implementation projects have gone away – but the rules haven’t. Outsourcing rules received little attention in 2008 but has now become the focus of regulatory inspections and audits in various European jurisdictions. Many financial services firms are now taking specific action to address the rules around outsourcing. So how do you ensure that you are compliant with the MiFID outsourcing rules? » Read more: MIFID FIRMS: Are you supervising your outsourcing contracts?
January 14, 2010
No comments »
January 13, 2010
1 comment »
Consistent and clear management of vendor performance is a key priority for organisations that are increasingly relying on external parties to provide key services like IT, Facilities Management, HR, Finance and Accounting, Legal Services etc. Traditional contract management and purchasing tools are often not sufficient to meet vendor management needs in this area. Organisations where vendor performance management is necessary tend to have some of the following characteristics; » Read more: What do you mean by vendor performance management?
