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Outsourcing & Shared Services Governance - Insight not Oversight
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Outsourcing & Shared Services Governance - Insight not Oversight

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Presentation on outsourcing and shared services governance

Presentation on outsourcing and shared services governance

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Outsourcing & Shared Services Governance - Insight not Oversight Outsourcing & Shared Services Governance - Insight not Oversight Presentation Transcript

  • SSC & Outsourcing Governance
    Daniel Berman
    Co-founder & Head of Product
    ServiceFrame
  • Governance for Shared Services
    Deloitte Global Shares Services Survey 2009
    How do you drive governance across your SSCs?
  • What is governance?
    OR
    ?
  • World Class Governance
    Bringing the Right People Together
    Asking the Right Questions
    Making the Right Decisions
  • The Right People
    Bringing the Right People Together
    Executive Sponsorship
    Management Commitment
    Process and Service Ownership
    Governance Boards committed to successful outcomes
  • Asking the Right Question
    Governance Boards asking the right questions
    What is the overall risk profile for the relationship.
    Is it increasing or decreasing? What other trends are there?
    How is the risk profile related to value, outcome and customer experience measures?
    What changes should we accept?
    What trends are there in changes?
    Where are they coming from?
    How are changes impacting outcomes / value etc
    What is the value we are getting from this relationship
    How is the value changing as the relationship evolves
    What are the services within the relationship that are key to driving value
    How are customer experience and value related?
    How does the relationship perform against the other relationship in my organization?
    What are the best & worst performing organizations?
    Are there significant differences between performance (Value / Outcome / Risks) for my groupings? If so why?
    How do we as an organization perform against similar organizations? Do we score better or worse? Is it different for different geographies or service types?
    Does this reflect our internal differences?
    Value
    Outcomes
    Change
    Risk
    Comparisons
    What problems did we have recently
    Are outcomes improving or deteriorating
    What outcomes are driving value?
    How are outcomes, value and customer experience related?
  • Making the Right Decision
    Questions
    Value
    Decisions
    Investments
    Outcomes
    Scope
    Change
    Control
    Risk
    Mitigations
    Comparison
    Roadmap
  • World Class Governance
    MANAGING COST
    UNLOCKING VALUE
    Making the Right Decisions
    Investment
    Scope
    Control
    Mitigation
    Roadmap
    Asking the Right Questions
    Bringing the Right People Together
    Value
    Outcomes
    Change
    Risk
    Comparisons
    Insights
    Evidence
  • Building Governance Capability
    This space is where real governance takes place.
    ?
    Are you looking out for the iceberg or have you just got instruments to tell you when the ship starts sinking?
  • World Class Governance
    Bringing the Right People Together
    Insights
    Evidence
    Making the Right Decisions
    Asking the Right Questions
  • About ServiceFrame
    ServiceFrame is a world class governance tool.
    Deploy rapidly and at low cost to generate the insights and overview needed to ‘steer your ship’.
    Contact info@serviceframe.com