Outsourcing & Shared Services Governance - Insight not Oversight


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Outsourcing & Shared Services Governance - Insight not Oversight

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