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Engaging suppliers and customers
The document outlines a framework for enhancing engagement between suppliers and customers through a structured operating model and engagement strategy. Emphasizing clarity of expectations and a single procedural documentation, it discusses the importance of mutual trust and efficiency in service integration and problem resolution. Additionally, a maturity model is presented, which moves from basic contractual relationships to more collaborative and measured engagements.
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Engaging suppliers and customers
- 1. Engaging suppliers and customers RobEngland v2
- 2. Service provider • Serviceintegration • Service aggregation • XaaS • Cloud • “Bespoke” outsourcing
- 3.
- 4. Operating model lient incidentor equest Request Search for workaround or solution Knowledge base found Client resolution Incident matching Request closed Request for Change Incident resolution found Incident resolution CMDB N Y N Y problem Y N problem Y N
- 5. Customer 2 Customer 1 Supplier2 Supplier 1
- 6. Operating model lient incidentor equest Request Search for workaround or solution Knowledge base found Client resolution Incident matching Request closed Request for Change Incident resolution found Incident resolution CMDB N Y N Y problem Y N problem Y N
- 7. lient incident or equest Request Searchfor workaround or solution Knowledge base found Client resolution Incident matching Request closed Request for Change Incident resolution found Incident resolution CMDB N Y N Y problem Y N problem Y N Engagement model
- 8. lient incident or equest Request Searchfor workaround or solution Knowledge base found Client resolution Incident matching Request closed Request for Change Incident resolution found Incident resolution CMDB N Y N Y problem Y N problem Y N Engagement model Roles Policies Channels Relationships Services Processes Controls Process interlocks Agreements
- 9. Customer 2 Customer 1 Supplier2 Supplier 1
- 10.
- 11. Outcomes • Clarity ofexpectations • Gap analysis • Specify Operating Model changes • Single operating model • Single procedural documentation • Brevity and focus • Speed and efficiency
- 12. A maturity model? 1:Trust. Naïve contract 2: Don’t trust. Operating Model 3: Trust. Engagement model 4: Verify. Measured engagement model 5: Contest. Open engagement model Thanks Jan Wijninckx
- 13. Engaging suppliers and customers RobEngland www.twohills.co.nz
Editor's Notes
- #2 © Two Hills Ltd 2014 Created and published by Two Hills letterbox@twohills.co.nz www.twohills.co.nz PO Box 57-150, Mana Porirua 5247 New Zealand This work by Two Hills Ltd is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License. Content must be attributed to "Two Hills Ltd www.twohills.co.nz by The IT Skeptic".
- #4 Talking here about engagement between the supplier and customer where each acknowledges the existence of the other and they come to an agreement, i.e. not commodity services.
- #5 Define process across both orgs Define roles for each other Define new mutual policies The issues this presents Duplication/redundancy Variation/complexity Assumptions Both organisations have a working operating model At least one driver is reduction of costs Often another driver is simplification