View
174
Download
0
Category
Tags:
Preview:
DESCRIPTION
When establishing the relationship between an external service provider (outsourcer) and customer, why do we document a whole operating model spanning both organisations? The whole point of outsourcing is that the supplier should be a black box, with inputs, outputs and performance requirements. What we need to define is the interface between the two entities, to ensure the operating models of each one mesh properly together: the Engagement Model. This is more efficient: we don't redundantly document processes which already exist, and are documented elsewhere. It is more effective: we focus on the gaps, specifying the requirements for change in each organisation in order to connect their operating models. This is pioneering stuff: there is very little published on what an engagement model should look like or how to develop and use it. Rob has built them: this presentation looks at a format, the content, and its uses
Citation preview
Engaging suppliers and customers
Rob England
v2
Service provider
• Service integration• Service aggregation• XaaS• Cloud• “Bespoke” outsourcing
Mutual engagement
Operating model
Leve
l 2 A
dmin
Leve
l 1
Client incident or request Request
Search for workaround or solution
Knowledge base
found
Client resolution
Incident matching Request closed
Request for Change
Incident resolution found
Incident resolution
Problem identification
CA-USD Request Problem analysis Problem
workaroundProblem resolution
Request for Change
Change process
CMDB
N
Y
N
Y
problem
Y
N
problem
Y
N
Customer 2
Customer 1
Supplier 2
Supplier 1
Operating model
Leve
l 2 A
dmin
Leve
l 1
Client incident or request Request
Search for workaround or solution
Knowledge base
found
Client resolution
Incident matching Request closed
Request for Change
Incident resolution found
Incident resolution
Problem identification
CA-USD Request Problem analysis Problem
workaroundProblem resolution
Request for Change
Change process
CMDB
N
Y
N
Y
problem
Y
N
problem
Y
N
Leve
l 2 A
dmin
Leve
l 1
Client incident or request Request
Search for workaround or solution
Knowledge base
found
Client resolution
Incident matching Request closed
Request for Change
Incident resolution found
Incident resolution
Problem identification
CA-USD Request Problem analysis Problem
workaroundProblem resolution
Request for Change
Change process
CMDB
N
Y
N
Y
problem
Y
N
problem
Y
N
Engagement model
Leve
l 2 A
dmin
Leve
l 1
Client incident or request Request
Search for workaround or solution
Knowledge base
found
Client resolution
Incident matching Request closed
Request for Change
Incident resolution found
Incident resolution
Problem identification
CA-USD Request Problem analysis Problem
workaroundProblem resolution
Request for Change
Change process
CMDB
N
Y
N
Y
problem
Y
N
problem
Y
N
Engagement model
Roles
Policies
ChannelsRelationships
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 Englandwww.twohills.co.nz
Recommended