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Engaging suppliers and
customers
Rob England
v2
Service provider
• Service integration
• Service aggregation
• XaaS
• Cloud
• “Bespoke” outsourcing
Mutual
engagement
Operating model
lient incident or
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
Customer 2
Customer 1
Supplier 2
Supplier 1
Operating model
lient incident or
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
lient incident or
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
Engagement model
lient incident or
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
Engagement model
Roles
Policies
Channels
Relationships
Services
Processes
Controls
Process
interlocks
Agreements
Customer 2
Customer 1
Supplier 2
Supplier 1
Typical content
Outcomes
• Clarity of expectations
• Gap analysis
• Specify Operating Model changes
• Single operating model
• Single procedural documentation
• Brevity and focus
• Speed and efficiency
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
Engaging suppliers and
customers
Rob England
www.twohills.co.nz

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Engaging suppliers and customers

Editor's Notes

  1. © 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".
  2. 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.
  3. 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