In this blog, I provide you
with the next layer of detail for implementing the best practice sourcing governance
framework. For commercial reasons, I will only focus on five processes that are
crucial for outsourcing success. Whilst these five processes are critical,
there are a number of additional governance processes that you will need to implement
effectively for a successful outsourcing relationship.
The five processes appear in my
e-book on the Science of
Sourcing Governance. This means, that if you implement these processes,
your sourcing relationship will materially improve and you can focus on adding
more value and/or improving other aspects of your sourcing relationship.
The five core governance
processes are:
1. Contract Management: This process
allows the service provider and the customer to interpret, upgrade, administer,
modify and respond to queries about the Contract. The process also covers how
changes to the Contract are requested, tracked and agreed.
2. Issues Management: This process allows the customer and
service provider to continually and consistently identify, track, manage and
resolve issues raised by either party.
3. Service Level Management: This
process defines how to measure and report the performance of Services against
the agreed SLAs.
4. Invoice Management: This process defines how and when
the service provider will provide billing information to the customer and, how
to ensure the accurate and timely billing and payment for the Services
provided.
5. Service
Request Management. The process that establishes how the customer and
the service provider will manage service requests that fall outside of Incident
Management.
Please note that the processes
listed above are not in order of priority or importance. The relative
importance of these processes is dependent upon the type and complexity of the
deal, and the maturity of the service provider and customer. What is important
is that the above five governance processes are critical to ensuring
success in all outsourcing relationships. Therefore, if you are going to
implement a governance framework, then these processes must be executed efficaciously.
The table below details the key
elements of the five essential processes (compliant with ISO 9001:2008). The table is split into two for ease of
display.
Please note that in order to
ensure effective sourcing governance you will need to augment the above
critical five processes with others that are appropriate for your particular
sourcing relationship and life-cycle.
If you need help identifying the
other sourcing governance processes, or have questions regarding this e-book,
please contact me.
I would appreciate your comments
and feedback.
About the Author
Ernie Zibert is a senior IT
sourcing professional and brings 20+ years international management experience
across government, communications and media, and finance industries. His
transferable skills include IT sourcing strategy and governance, and financial,
relationship and commercial management of external service providers. Annual
spend under management includes up to $200M AUD along with 20% savings.
Other eBooks by Ernie Zibert
Discover other titles by Ernie
Zibert at Smashwords.com.
For more information, contact
Ernie Zibert at ernie.zibert@gmail.com
Thanks go to Mohandass
Ayyappath for his insightful comments and editing.
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