This white paper by Patni (located at http://www.sourcingfocus.com/documents/Patni_-_The_eight_worst_outsourcing_mistakes.pdf )is an interesting summary of common pitfalls made during the outsourcing process. Most of them seem like common sense but they are nonetheless a reminder of the importance of following a best practice approach when outsourcing. The consequences of not building Service Level Agreements (SLAs) with clear Key Performance Indicators) can be costly. The article notes that SLA Management is a cornerstone of good governance – without clear SLA management it is extremely difficult to manage the relationship without disagreeing on what the actual level of performance. When you have clear visibility of performance against service levels then your governance meetings generally start at the right place!
Jul 28
The following article appeared in yesterday’s FT.
http://www.ft.com/cms/s/0/f15e11ba-6594-11de-8e34-00144feabdc0.html?nclick_check=1
Jul 23
ServiceFrame will be attending the Planning and Implementing Shared Services event in London at the end of September. The event promises to be a whirlwind tour of the best practices around establishing Shared Services Centres – we expect the event we will be a good opportunity to understand what the primary concerns are at the moment in relation to Shared Services Centres.
Jul 22
