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© 2013 3gamma & Knowledge Bird

Are you getting stuck in the blame game? SERVICE INTEGRATION IN A MULTI-SOURCING ENVIRONMENT

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dŚŝƐĚŽĐƵŵĞŶƚĐŽŶƚĂŝŶƐƉƌŽƉƌŝĞƚĂƌLJŝŶĨŽƌŵĂƟŽŶŽĨϯŐĂŵŵĂĂŶĚŝƐƉƌŽƚĞĐƚĞĚďLJĐŽƉLJƌŝŐŚƚůĂǁůůZŝŐŚƚƐZĞƐĞƌǀĞĚdŚĞŝŶĨŽƌŵĂƟŽŶŝŶƚŚŝƐĚŽĐƵŵĞŶƚĂƟŽŶŝƐƐƵďũĞĐƚƚŽĐŚĂŶŐĞǁŝƚŚŽƵƚŶŽƟĐĞĂŶĚŝƐƉƌŽǀŝĚĞĚĂƐŝƐ ϯŐĂŵŵĂƌĞƐĞƌǀĞƐƚŚĞƌŝŐŚƚƚŽƌĞǀŝƐĞƚŚĞĐŽŶƚĞŶƚƐŽƌǁŝƚŚĚƌĂǁĂĐĐĞƐƐƚŽƚŚĞŵĂƚĂŶLJƟŵĞϯŐĂŵŵĂŵĂŬĞƐŶŽǁĂƌ-ƌĂŶƚLJŽĨĂŶLJŬŝŶĚƚŽƚŚŝƐĚŽĐƵŵĞŶƚĂŶĚƐŚĂůůŝŶŶŽĞǀĞŶƚďĞůŝĂďůĞĨŽƌĞƌƌŽƌƐŚĞƌĞŝŶ ŽƉLJƌŝŐŚƚΞϯŐĂŵŵĂϮϬϭϯ

ARE YOU GETTING STUCK IN THE BLAME GAME?SERVICE INTEGRATION IN A MULTI-SOURCING ENVIRONMENTPeter Wahlgren, PhD, CEO, 3gamma Aprill Allen, Consultant, Knowledge Bird

^ĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶŝƐďĞĐŽŵŝŶŐŵŽƌĞĐŽŵŵŽŶǁŝƚŚƚŚĞŝŶĐƌĞĂƐĞŝŶŵƵůƟͲƐŽƵƌĐŝŶŐŚLJďƌŝĚͲĐůŽƵĚĂŶĚŽīͲƐŚŽƌĞĚƐĞƌǀŝĐĞƐdŚĞƌĞ ƐĂŐƌŽǁŝŶŐŶĞĞĚĨŽƌŽƌŐĂŶŝƐĂƟŽŶƐƚŽŚĂǀĞĂƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶĂŶĚŵĂŶĂŐĞŵĞŶƚĨƵŶĐƟŽŶĞŝƚŚĞƌŝŶƚĞƌŶĂůůLJŽƌĞdžƚĞƌŶĂůůLJ ƚŽĂǀŽŝĚŐĞƫŶŐĐĂƵŐŚƚŝŶƚŚĞďůĂŵĞŐĂŵĞdŚŝƐƉĂƉĞƌĞdžƉůĂŝŶƐƚŚĞĚŝīĞƌĞŶƚƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶŵŽĚĞůƐĂǀĂŝůĂďůĞǁŚĂƚƚŚĞƌĞƐƉŽŶƐŝďŝůŝƟĞƐĂƌĞĂŶĚŚŽǁƚŽƉůĂŶĨŽƌƐƵĐĐĞƐƐ

ƐĂŵŽĚĞƌŶ/KLJŽƵĂƌĞ ůŝŬĞůLJƚŽďĞŵĂŶĂŐŝŶŐĂŶƵŵďĞƌof suppliers delivering services, or components of a service, ƚŚĂƚŵĂŬĞƵƉLJŽƵƌǁŚŽůĞ/dƐĞƌǀŝĐĞĞƐƚĂƚĞ/ƚǁĂƐŶƚĂůǁĂLJƐůŝŬĞƚŚŝƐ/ŶƚŚĞƉĂƐƚ/KƐĂŶĚ/dŵĂŶĂŐĞƌƐǁĞƌĞƌĞƐƉŽŶƐŝďůĞĨŽƌ ĚĞůŝǀĞƌŝŶŐ ƐĞƌǀŝĐĞƐ ĞŶĚͲƚŽͲĞŶĚ ŝŶƚĞƌŶĂůůLJ ^ŽŵĞǁŽƵůĚsuggest the pendulum has swung and that we are returning ƚŽƚŚŽƐĞŝŶƐŽƵƌĐŝŶŐƉƌĂĐƟĐĞƐďƵƚŝƚƐŝŵƉůLJŝƐŶƚƚƌƵĞDƵůƟͲƐŽƵƌĐŝŶŐŝƐŝŶĨĂĐƚŽŶƚŚĞƌŝƐĞdŚĞĂŶŶƵĂůƐƚƵĚLJ /dKƵƚƐŽƵƌ-ĐŝŶŐ^ƚĂƟƐƟĐƐϮϬϭϮϮϬϭϯƌĞƉŽƌƚĞĚƚŚĂƚƚŚĞŶƵŵďĞƌŽĨh^ŽƌŐĂŶŝƐĂƟŽŶƐŽƵƚƐŽƵƌĐŝŶŐĂƉƉůŝĐĂͲƟŽŶŚŽƐƟŶŐĨŽƌĞdžĂŵƉůĞhad increased by nearly 37% year-over-year (Computer Eco-ŶŽŵŝĐƐ ϮϬϭϮͿ dŚĞ ŵŝŶŐ ĂƐͲĂͲƐĞƌǀŝĐĞ ƐƵďƐĐƌŝƉƟŽŶĞĐŽŶŽŵLJŝƐĂŶŽďǀŝŽƵƐƌĞŇĞĐƟŽŶŽĨŚŽǁŽƌŐĂŶŝƐĂƟŽŶƐĂŶĚŵĂŶĂŐĞƌƐ ĂƌĞ ĂƉƉƌŽĂĐŚŝŶŐ ĚĞĐŝƐŝŽŶͲŵĂŬŝŶŐ ĂŶĚ ƉƌŽĐƵƌĞ-ŵĞŶƚDŽĚĞƌŶŵĂŶĂŐĞƌƐĂƌĞŽƉĞƌĂƟŶŐŝŶůĞĂŶĞƌ ŵŽƌĞĂŐŝůĞǁŽƌŬ ĞŶǀŝƌŽŶͲŵĞŶƚƐ ĂŶĚ ǀĞŶĚŽƌƐ ĂƌĞ ƌĞƐƉŽŶĚŝŶŐ ďLJ ĂůůŽ-ǁŝŶŐƐŚŽƌƚĞƌĐŽŶƚƌĂĐƚůĞŶŐƚŚƐĂŶĚŵŽƌĞŇĞdžŝďŝůŝƚLJ

^ĞƌǀŝĐĞ ŝŶƚĞŐƌĂƟŽŶ ;^/Ϳ ŝƐ ƚŚĞ Ăƌƚ ŽĨ ƚLJŝŶŐ ƐĞƌǀŝĐĞ ĐŽŵƉŽ-nents and supplier teams together to provide services to ƚŚĞďƵƐŝŶĞƐƐŝŶĂƐĞĂŵůĞƐƐŵĂŶŶĞƌ /ƚŝŶǀŽůǀĞƐŵĂŶĂŐŝŶŐƚŚĞǀĞŶĚŽƌƌĞůĂƟŽŶƐŚŝƉƐĂŶĚŚŝĚŝŶŐƚŚĞĐŽŵƉůĞdžŝƟĞƐŽĨŝŶƚĞŐƌĂ-ƚĞĚƐĞƌǀŝĐĞĚĞůŝǀĞƌLJĨƌŽŵƚŚĞĐŽŶƐƵŵĞƌƐŽĨƚŚŽƐĞƐĞƌǀŝĐĞƐSuccess is focused on outcomes, and service level agree-ŵĞŶƚƐ;^>ƐͿĂƌĞƚŚĞŵĞĂŶƐďLJǁŚŝĐŚŵƵůƟͲǀĞŶĚŽƌƐŽƵƌĐŝŶŐŝƐŵĂŶĂŐĞĚĂŶĚŵĞĂƐƵƌĞĚdŚŝƐƉĂƉĞƌĞdžƉůŽƌĞƐƚŚĞĚŝīĞƌĞŶƚƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶŵŽĚĞůƐĂŶĚĞdžƉůĂŝŶƐƚŚĞƌĞͲƐƉŽŶƐŝďŝůŝƟĞƐŽĨƚŚĞƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶĂŶĚŵĂŶĂŐĞŵĞŶƚĨƵŶĐƟŽŶ;^/DͿĂŶĚŚŽǁƚŽĮŶĚƐƵĐĐĞƐƐ

zŽƵĐĂŶĚĞůĞŐĂƚĞƌĞƐƉŽŶƐŝďŝůŝƟĞƐbut you can never outsource accountability.” – Lt. Colonel (Ret.) Rob Waldman

OUTSOURCING IS ON ThE RISE!KĨĐŽƵƌƐĞƐŽŌǁĂƌĞŝƐŶƚƚŚĞŽŶůLJ/dƐĞƌǀŝĐĞďĞŝŶŐŽƵƚƐŽƵƌĐĞĚ/ŶĨƌĂƐƚƌƵĐƚƵƌĞŵĂŶ-ĂŐĞŵĞŶƚĨƵŶĐƟŽŶƐĂŶĚƐĞƌǀŝĐĞĚĞƐŬƐĐĂŶďĞŽƵƚƐŽƵƌĐĞĚƚŽŽ/KƐĂŶĚ/dŵĂŶĂŐ-ĞƌƐŚĂǀĞŵŽƌĞĐŚŽŝĐĞŽĨƐƵƉƉůŝĞƌƐƚŚĂŶĞǀĞƌďĞĨŽƌĞdŚĞŝŶĐƌĞĂƐĞŝŶĐŽŵƉĞƟƟŽŶĂŶĚŇĞdžŝďŝůŝƚLJŝƐǁŚĂƚŵŽƟǀĂƚĞƐŽƌŐĂŶŝƐĂƟŽŶƐƚŽŽƵƚƐŽƵƌĐĞ/dƐĞƌǀŝĐĞĐŽŵƉŽŶĞŶƚƐĂŶĚŽƵƚƐŽƵƌĐŝŶŐĂŶĚŽīͲƐŚŽƌŝŶŐĂƌĞŐƌŽǁŝŶŐĂƚĨĂƐƚƌĂƚĞƐďĞĐĂƵƐĞŽĨƚŚĞƌĞƐƵůƟŶŐĐŽƐƚͲĞĸĐŝĞŶĐŝĞƐtŝƚŚ/dĚĞƉĂƌƚŵĞŶƚƐĐŚĂůůĞŶŐĞĚƚŽĚŽŵŽƌĞǁŝƚŚůĞƐƐŚLJďƌŝĚ/dĂŶĚĐůŽƵĚĐŽŵƉƵƟŶŐƐŽůƵƟŽŶƐĂƌĞŶŽǁĂƐŝŐŶŝĮĐĂŶƚƉĂƌƚŽĨƚŚĞĞŶƚĞƌƉƌŝƐĞĞĐŽƐLJƐƚĞŵ/dŵĂŶĂŐĞŵĞŶƚŝƐďĞĐŽŵŝŶŐůĞƐƐŽĨĂŐĂƚĞŬĞĞƉĞƌƌŽůĞĂŶĚŵŽƌĞŽĨĂďƌŽŬĞƌĂŐĞĂŶĚĐŽͲŽƌĚŝŶĂƟŽŶƌŽůĞĂƐĂŶĂůLJƐƚĮƌŵ'ĂƌƚŶĞƌ ĐŽŶĮƌŵƐŝŶƚŚĞŝƌdŽƉϭϬ^ƚƌĂƚĞŐŝĐdĞĐŚŶŽůŽŐLJdƌĞŶĚƐĨŽƌϮϬϭϯ,ŽǁĞǀĞƌ ǁŚŝůĞŽƵƚƐŽƵƌĐŝŶŐŵĂLJĂĐŚŝĞǀĞĂƌĞĚƵĐƟŽŶŝŶƌĞƐƉŽŶƐŝďŝůŝ-ƟĞƐŝƚĚŽĞƐŶƚĞƋƵĂůĂƌĞĚƵĐƟŽŶŝŶĂĐĐŽƵŶƚĂďŝůŝƚLJ

PITfALLSƉƌŝŵĂƌLJĐŚĂůůĞŶŐĞŽĨƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶŝƐĞŶƐƵƌŝŶŐƚŚĂƚLJŽƵĂƌĞƌĞĂůŝƐŝŶŐƚŚĞĨƵůůƉŽƚĞŶƟĂůŽĨLJŽƵƌŵŝdžŽĨǀĞŶĚŽƌƐďƵƚLJŽƵŵƵƐƚĂůƐŽĐŽŶƐŝĚĞƌƚŚĞŝŶŚĞƌĞŶƚƌŝƐŬƐũƵƐƚĂƐLJŽƵǁŽƵůĚŝĨLJŽƵǁĞƌĞƌĞƐƉŽŶƐŝďůĞĨŽƌĚĞůŝǀĞƌŝŶŐĂůůƐĞƌǀŝĐĞƐŝŶͲŚŽƵƐĞ/ƐŽŶĞƐƵƉƉůŝĞƌ ƐƉŽƚĞŶƟĂůĚŽǁŶƟŵĞĂƌŝƐŬLJŽƵĂƌĞǁŝůůŝŶŐƚŽĐĂƌƌLJ ŽƌǁŝůůLJŽƵŶĞĞĚƚŽĐŽŶƐŝĚĞƌƉĂLJŝŶŐĂƐĞĐŽŶĚĂƌLJƐƵƉƉůŝĞƌƚŽďĞŽŶƐƚĂŶĚďLJƐǁĞůůĂƐƚŚĞĮŶĂŶĐŝĂůĐŽŶƐŝĚĞƌĂƟŽŶƐLJŽƵĂůƐŽŶĞĞĚƚŽŵĂŶĂŐĞƚŚĞĞdžƉĞĐƚĂƟŽŶƐŽĨLJŽƵƌĐƵƐƚŽŵĞƌƐƵƐĞƌƐĂŶĚĞĂĐŚŽĨLJŽƵƌǀĞŶĚŽƌƐ/ƚ ƐŶŽƚĞĂƐLJĂŶĚƚŚŝŶŐƐĐĂŶĂŶĚĚŽŐŽǁƌŽŶŐtŚĂƚĚŽLJŽƵŝŵĂŐŝŶĞŚĂƉƉĞŶƐǁŚĞŶĂƐĞƌǀŝĐĞĨĂŝůƵƌĞďƌĞĂĐŚĞƐ^>ŽƌĂǀĞŶĚŽƌƐĞŶĚƐƐƵďͲĐŽŶƚƌĂĐƚŽƌƐƚŚĂƚĚŽŶƚƚƵƌŶƵƉŽƌĐŽƌƌƵƉƚĚĂƚĂĞŶĚƐƵƉŝŶƌĞƉŽƌƚƐhŶĨŽƌƚƵŶĂƚĞůLJ ŝƚ ƐŶŽƚƵŶĐŽŵŵŽŶĨŽƌŽƌŐĂŶŝƐĂƟŽŶƐƚŽďĞĐŽŵĞĞŵďƌŽŝůĞĚŝŶƚŚĞďůĂŵĞŐĂŵĞtĞǀĞŚĂĚƚǁŽŵĂũŽƌŝŶĚƵƐƚƌŝĂůŽƌŐĂŶŝƐĂƟŽŶƐŝŶ^ǁĞĚĞŶŽƵƚƐŽƵƌĐĞƐŽŵĞŽĨƚŚĞƐĞƌǀŝĐĞŵĂŶĂŐĞŵĞŶƚŝŶĐůƵĚŝŶŐĂƐŝŐŶŝĮĐĂŶƚĂŵŽƵŶƚŽĨƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶ/ŶƚŚĞŝƌŵŝŶĚƐƚŚĞLJĞdžƉĞĐƚĞĚĂƉƌŝŵĞǀĞŶĚŽƌƐĐĞŶĂƌŝŽ/ŶƉƌĂĐƟĐĞƚŚĞLJĞĂĐŚĐŽŶƚƌĂĐƚĞĚĂŐƵĂƌĚŝĂŶ,ŽǁĞǀĞƌ ǁŝƚŚŶŽŶĞŽĨƚŚĞƌŝŐŽƵƌŝŶƉůĂĐĞƚŚĞLJŚĂǀĞďŽƚŚďĞĞŶůĞŌƚŽĚŽƚŚĞƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶƚŚĞŵƐĞůǀĞƐ;ŽƌƚŽƉĂLJĨŽƌĞdžƚĞƌŶĂůŚĞůƉͿ

ThE SERVICE INTEGRATION MODELSĞĨŽƌĞǁĞƚĂŬĞĂĐůŽƐĞůŽŽŬĂƚĞĂĐŚŽĨƚŚĞƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶŽƉƟŽŶƐǁĞƐŚŽƵůĚƉŽŝŶƚŽƵƚƐŽŵĞƚŚŝŶŐƐLJŽƵŶĞĞĚƚŽĐŽŶƐŝĚĞƌďĞĨŽƌĞŵĂŬŝŶŐĂĐŚŽŝĐĞ&ŝƌƐƚŽĨĂůůLJŽƵůůŶĞĞĚƚŽƵŶĚĞƌƐƚĂŶĚƚŚĞůĞǀĞůŽĨƉƌŽĐĞƐƐŵĂƚƵƌŝƚLJŽĨLJŽƵƌŽƉĞƌĂƟŽŶƐĂƐǁĞůůĂƐƚŚĂƚŽĨƚŚĞǀĞŶĚŽƌƐ^ĞĐŽŶĚůLJ ŚŽǁǁĞůůĚĞĮŶĞĚĂŶĚĚŽĐƵŵĞŶƚĞĚĂƌĞƚŚĞĐŽŶƚƌĂĐƚƵĂůƉŽƐŝƟŽŶƐǁŝƚŚĞĂĐŚŽĨLJŽƵƌǀĞŶĚŽƌƐdŚĂƚŝŶĐůƵĚĞƐƐĞƌǀŝĐĞĚĞƐĐƌŝƉ-ƟŽŶƐŽƉĞƌĂƟŽŶĂůůĞǀĞůĂŐƌĞĞŵĞŶƚƐ;K>ƐͿ^>ƐĂŶĚƉƌŝĐŝŶŐŵĞĐŚĂŶŝƐŵƐ

Type 1 - RetainedzŽƵƌĮƌƐƚŽƉƟŽŶŝƐƚŽďƵŝůĚĂŶĚŵĂŝŶƚĂŝŶLJŽƵƌƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶĨƵŶĐƟŽŶŝŶƚĞƌ-ŶĂůůLJzŽƵůůďĞĂďůĞƚŽĚŝƌĞĐƚůLJĐŽŶƚƌŽůƚŚĞĐŽŵƉŽŶĞŶƚĚĞůŝǀĞƌLJƚĞĂŵƐĂŶĚƚŚĞŝƌƉĞƌĨŽƌŵĂŶĐĞdŚŝƐŽƉƟŽŶĂůƐŽĂůůŽǁƐĂĚŝƌĞĐƚƉƌŝŽƌŝƟƐĂƟŽŶĂŶĚƚƌĂŶƐƉĂƌĞŶĐLJŽĨĂůůƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶĂĐƟǀŝƟĞƐdŚĞĐŚĂůůĞŶŐĞƐŝŶĐůƵĚĞďƵŝůĚŝŶŐĂƌĞůĂƟǀĞůLJƐŵĂůůƐƉĞĐŝĂůŝƐƚĐĂƉĂďŝůŝƚLJƚŚĂƚŵĂLJŶŽƚďĞĐůŽƐĞƚŽLJŽƵƌĐŽƌĞDŽƌĞŽǀĞƌ ƚŚĞĚĞŵĂŶĚĨŽƌƚŚĞƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶĨƵŶĐƟŽŶǁŝůůǀĂƌLJŽǀĞƌƚŚĞƐŽƵƌĐŝŶŐůŝĨĞĐLJĐůĞƐĂŶĚĂƐƚŚĞƉƌŽĐĞƐƐŵĂƚƵƌŝƚLJŝŵƉƌŽǀĞƐƐŽLJŽƵŵĂLJŚĂǀĞƚƌŽƵďůĞĨƌŽŵƟŵĞƚŽƟŵĞũƵƐƟĨLJŝŶŐĂŶLJŽŶŐŽŝŶŐĐŽƐƚƐƌĞůĂƚĞĚƚŽĚĞĚŝĐĂƚĞĚƐƚĂī

Type 2 - Third partydŚĞƐĞĐŽŶĚŽƉƟŽŶŝƐƚŽŚĂǀĞĂŶĞdžƚĞƌŶĂůƉĂƌƚLJ ǁŚŝĐŚĚŽĞƐnot have a component delivery responsibility, to manage ƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶdŚĞƌĞĂƌĞŵĂŶLJǀĞŶĚŽƌƐǁŝƚŚƐƚƌŽŶŐƉƌŽĐĞƐƐŵĂŶĂŐĞŵĞŶƚĐĂƉĂďŝůŝƟĞƐďƵŝůƚŽŶƌĞĐŽŐŶŝƐĞĚĨƌĂŵĞǁŽƌŬƐƐƵĐŚĂƐ/d/>ĂŶĚK/dĂŶĚďLJĐŚŽŽƐŝŶŐĂƚŚŝƌĚƉĂƌƚLJ LJŽƵůůĂǀŽŝĚƚŚĞďŝĂƐŽĨĂƐƵƉƉůŝĞƌǁŝƚŚĐŽŵƉŽŶĞŶƚĚĞůŝǀĞƌLJƌĞƐƉŽŶƐŝďŝůŝƟĞƐdŚĞďĞŶĞĮƚůŝĞƐŝŶŚĂǀŝŶŐ^/ĞdžƉĞƌ-ƟƐĞĂǀĂŝůĂďůĞŽŶĂŵŽƌĞŇĞdžŝďůĞďĂƐŝƐĂůůŽǁŝŶŐLJŽƵƌƐƚĂīƚŽĨŽĐƵƐŽŶƚŚĞƐƚƌĂƚĞŐŝĐƐŽƵƌĐŝŶŐŽĨƚŚĞǀĞŶĚŽƌƐƚŚĞƚĂĐƟĐĂůŽƉĞƌĂƟŽŶƐĂŶĚďƵƐŝŶĞƐƐͲĂƐͲƵƐƵĂů,ŽǁĞǀĞƌ ƚŚŝƐŵŽĚĞůƌĞ-ƋƵŝƌĞƐŵĂŶĂŐŝŶŐŽŶĞĂĚĚŝƟŽŶĂůǀĞŶĚŽƌĂŶĚƚŚĞŝƌĚĞůŝǀĞƌLJ Type 3 - GuardiandŚĞƚŚŝƌĚŽƉƟŽŶŝƐƚŽĂƐŬŽŶĞŽĨLJŽƵƌĐŽŵƉŽŶĞŶƚƉƌŽǀŝĚĞƌƐƚŽĚĞůŝǀĞƌƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶĂĐƌŽƐƐĂůůĚĞůŝǀĞƌLJƚĞĂŵƐĂŶĚǀĞŶĚŽƌƐdŚĞďĞŶĞĮƚŝƐƐŝŵŝůĂƌƚŽƚŚĞƚŚŝƌĚƉĂƌƚLJŽƉƟŽŶand this arrangement is appealing to those organisa-ƟŽŶƐǁŝƐŚŝŶŐƚŽǁŽƌŬǁŝƚŚŽŶĞǀĞŶĚŽƌŝŶƚŚĞƐƉŝƌŝƚŽĨƚƌƵĞƉĂƌƚŶĞƌƐŚŝƉdŚĞŵŽƌĞƐŬĞƉƟĐĂůŚŽǁĞǀĞƌ ǁŽƵůĚĚŝƐĂŐƌĞĞHow will your guardian vendor manage its own delivery ĨĂŝƌůLJ ĐŽŵƉĂƌĞĚƚŽŽƚŚĞƌǀĞŶĚŽƌƐŝŶLJŽƵƌƐŽƵƌĐŝŶŐŵŝdž/ƚĐŽƵůĚďĞĐŽŵĞĂĐŽŵƉůŝĐĂƚĞĚƌĞůĂƟŽŶƐŚŝƉǁŝƚŚĐŽŵƉĞƟƟŽŶĂůƌĞĂĚLJďƵŝůƚŝŶƚŽƚŚĞŝŶƚĞŶƚŽĨŵƵůƟͲƐŽƵƌĐŝŶŐdŚĞŐƵĂƌĚŝĂŶŵŽĚĞůĂůƐŽƌĞƋƵŝƌĞƐĨŽĐƵƐŽŶƚǁŽĂĚĚŝƟŽŶĂůĂƌĞĂƐ

ͻ dŚĞ^>ƐK>ƐĂŶĚĚĞůŝǀĞƌLJƉƌŽĐĞƐƐĞƐǁŝůůŶĞĞĚŵŽƌĞƌŝŐŽƌŽƵƐĚĞĮŶŝƟŽŶƐĂŶĚĚĞƚĂŝůƐdŚĞLJĂƌĞďĞƐƚĚĞĮŶĞĚƵƉͲĨƌŽŶƚŽƌĂƚůĞĂƐƚǀĞƌLJĞĂƌůLJ ďĞĐĂƵƐĞĂŶĞǀŽůƵƟŽŶ-ary approach may introduce debates when each ǀĞŶĚŽƌƚƌŝĞƐƚŽŽƉƟŵŝƐĞƚŚĞŝƌĚĞůŝǀĞƌLJ

ͻ The commercial ownership and management could ďĞĐŽŵĞĂďĂƩůĞĮĞůĚĨŽƌƐĐŽƉĞĂŶĚƌĞƐƉŽŶƐŝďŝůŝƟĞƐĚŝƐƉƵƚĞƐ

Type 4 - Prime dŚĞĮŶĂůŽƉƟŽŶŝƐƚŽĂƐŬŽŶĞŽĨƚŚĞǀĞŶĚŽƌƐƚŽĂĐĐĞƉƚĨƵůůŽƉĞƌĂƟŽŶĂůƌĞƐƉŽŶƐŝďŝůŝƚLJĨŽƌservice delivery, thereby becoming the prime ǀĞŶĚŽƌ dŚŝƐƚƌĂŶƐĨĞƌƐĂůůĂƐƉĞĐƚƐŽĨĐŽŶƚƌĂĐƚŵĂŶĂŐĞŵĞŶƚƚŽƚŚĞƉƌŝŵĞǀĞŶĚŽƌ EĂƚƵƌĂůůLJ ƚŚĞĐŽŶĐĞƉƚŽĨĂƉƌŝŵĞǀĞŶĚŽƌ^/ƌĞůĂƟŽŶ-ship introduces a commercial challenge, but ŐŽŽĚĞdžĂŵƉůĞƐĚŽĞdžŝƐƚͶ^ŚĞůůŝƐŽŶĞŽĨƚŚĞŵdŚĞďĞŶĞĮƚƐƚŽLJŽƵŝŶǀŽůǀĞƐŝŵƉůŝĨLJŝŶŐƚŚĞ/dƐŽƵƌĐŝŶŐĨƵŶĐƟŽŶƐŽƚŚĂƚŝŶͲŚŽƵƐĞŽƉĞƌĂƟŽŶƐteams can focus on providing good service to ƚŚĞďƵƐŝŶĞƐƐƐLJŽƵŵŝŐŚƚŝŵĂŐŝŶĞƚŚĞƌĞĂƌĞĚƌĂǁďĂĐŬƐƚŽƚŚĞƉƌŝŵĞǀĞŶĚŽƌŵŽĚĞů

ϭ dŚĞƐĞƚƵƉĂŶĚŝŵƉůĞŵĞŶƚĂƟŽŶƌĞƋƵŝƌĞƐĐŽŵƉůŝĂŶĐĞǁŝƚŚƚŚĞƉƌŝŵĞǀĞŶĚŽƌ ƐǁĂLJŽĨǁŽƌŬŝŶŐĂŶĚŵŽƐƚŽƚŚĞƌĐŽŶƚƌĂĐƚƐǁŝůůŶĞĞĚƚŽďĞƌĞǁƌŝƩĞŶƚŽĂĐĐŽŵŵŽĚĂƚĞƚŚĞĐŚĂŶŐĞŝŶƌĞƐƉŽŶƐŝďŝůŝƟĞƐĂŶĚƚŚĞƌĞƋƵŝƌĞĚĐŽůůĂďŽƌĂƟŽŶǁŝƚŚƚŚĞƉƌŝŵĞǀĞŶĚŽƌ

Ϯ /ŶƚŚĞůŽŶŐƚĞƌŵƚŚŝƐƌĞůĂƟŽŶƐŚŝƉǁŝůůĞǀĞŶƚƵĂůůLJůŽŽŬĂŶĚĨĞĞůůŝŬĞƐŝŶŐůĞƐŽƵƌĐŝŶŐdŚĞƐĞƌǀŝĐĞĂŶĚŽƉĞƌĂƟŽŶĂůŬŶŽǁůĞĚŐĞĂŶĚƚŚĞĂďŝůŝƚLJƚŽďĞŶĐŚ-ŵĂƌŬƐĞƌǀŝĐĞĚĞůŝǀĞƌLJ ŵĂLJĚŝŵŝŶŝƐŚŽǀĞƌƟŵĞĞƐƉĞĐŝĂůůLJŝĨLJŽƵƐƚĞƉƚŽŽĨĂƌďĂĐŬfrom the management and governance ƌĞƐƉŽŶƐŝďŝůŝƟĞƐ

RESPONSIBILITIES Of ThE SIAMŝƐƚĂŶĐŝŶŐLJŽƵƌƐĞůĨĨƌŽŵƚŚĞŵĂŶĂŐĞŵĞŶƚŽĨƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶďLJŝŶǀŽůǀŝŶŐĂƚŚŝƌĚƉĂƌƚLJŽƌĐŽŵƉŽŶĞŶƚƉƌŽǀŝĚĞƌĚŽĞƐŚĂǀĞŝƚƐďĞŶĞĮƚƐzŽƵůůďĞĂďůĞƚŽƌĞĐůĂŝŵƟŵĞĨŽƌŽƚŚĞƌŽƉĞƌĂƟŽŶĂůĚƵƟĞƐĞƐƉĞĐŝĂůůLJǁŚĞƌĞƌĞƐŽƵƌĐĞƐĂƌĞŝŶƐŚŽƌƚƐƵƉƉůLJzŽƵůůĂůƐŽƐĂǀĞŽŶƚŚĞĞŶĞƌŐLJƌĞƋƵŝƌĞĚĨŽƌƚŚĞŵƵůƟƚƵĚĞĚĞĐŝƐŝŽŶƐƚŚĂƚŽĐĐƵƌŽǀĞƌƚŚĞƐŽƵƌĐŝŶŐůŝĨĞĐLJĐůĞdžƚĞƌŶĂů^/DĨŽƌĐĞƐLJŽƵƚŽŵĂŬĞƚŚĞďŝŐŐĞƌƐƚƌĂƚĞŐŝĐĚĞĐŝƐŝŽŶƐƚŚĞƌĞďLJĂǀŽŝĚŝŶŐďĞĐŽŵŝŶŐďŽŐŐĞĚĚŽǁŶŝŶŵŽƌĞƚƌŝǀŝĂůĚĞĐŝƐŝŽŶƐƚŚĂƚƐŽŽŌĞŶĐŽŶ-ƐƵŵĞƚŽŽŵƵĐŚƟŵĞĂŶĚĂƩĞŶƟŽŶZĞŐĂƌĚůĞƐƐŽĨƚŚĞŵŽĚĞůƚŚĞ^/DĨƵŶĐƟŽŶŚĂƐƐŝŐŶŝĮĐĂŶƚƌĞƐƉŽŶƐŝďŝůŝƟĞƐƚŽƌĞĂƉƚŚĞƐĞďĞŶĞĮƚƐ

ͻ /ƚŵƵƐƚĚĞĮŶĞƐĞƌǀŝĐĞŵĂŶĂŐĞŵĞŶƚƉƌŽĐĞƐƐĞƐĂŶĚƉƌŽĐĞĚƵƌĞƐƚŚĂƚĂƉƉůLJƚŽĂůůŝŶƚĞƌŶĂůĂŶĚĞdžƚĞƌŶĂůƐĞƌǀŝĐĞƐƚŽĞŶƐƵƌĞĐŽŶƐŝƐƚĞŶƚĂŶĚƐĞĂŵůĞƐƐĚĞůŝǀĞƌLJ

ͻ It must understand demand and supply to be able to forecast and co-ordinate ĐĂƉĂĐŝƚLJƉůĂŶŶŝŶŐĨŽƌĐŽƐƚͲĞīĞĐƟǀĞŶĞƐƐ

ͻ /ƚŵƵƐƚďĞĂĐƟǀĞŝŶĐŚĂŶŐĞŵĂŶĂŐĞŵĞŶƚĂŶĚĚŝƐĂƐƚĞƌƌĞĐŽǀĞƌLJƉůĂŶŶŝŶŐĞŶƐƵƌ-ŝŶŐĂůůŝŶƚĞƌŶĂůĂŶĚĞdžƚĞƌŶĂůƐƵƉƉůŝĞƌƐĂĚŚĞƌĞƚŽƌĞƋƵŝƌĞŵĞŶƚƐ

ͻ /ƚŵƵƐƚĞŶĂďůĞŇĞdžŝďŝůŝƚLJĨŽƌƚŚĞďƵƐŝŶĞƐƐĂŶĚǀĞŶĚŽƌƐƚŚƌŽƵŐŚƵŶŝĨŽƌŵĂŶĚƐŽůŝĚƉƌŽĐĞƐƐĞƐŐŽǀĞƌŶĂŶĐĞĂŶĚƐƵƉƉŽƌƚdŚĞĐĞŶƚƌĂůŝƐĞĚŵĂŶĂŐĞŵĞŶƚŵĞĂŶƐƉƌŽ-ǀŝĚĞƌƐĐĂŶďĞŝŶƚƌŽĚƵĐĞĚŽƌƌĞƟƌĞĚǁŝƚŚŽƵƚĚŝƐƌƵƉƟŽŶƚŽďƵƐŝŶĞƐƐĂĐƟǀŝƚLJ

AChIEVING SUCCESSfUL SERVICE INTEGRATIONdŚĞƌĞĂƌĞĂĨĞǁĐŽŶƐŝĚĞƌĂƟŽŶƐƚŽŵĂŬĞƚŽĐŽŶƟŶƵĞƚŽŽƉĞƌĂƚĞƐƵĐĐĞƐƐĨƵůůLJŝŶĂŵƵůƟͲƐŽƵƌĐĞĚĞŶǀŝƌŽŶŵĞŶƚtĞĐĂŶƚƐƚƌĞƐƐĞŶŽƵŐŚŚŽǁŝŵƉŽƌƚĂŶƚŝƚŝƐƚŽƉůĂŶĨŽƌƚŚŝŶŐƐƚŽŐŽǁƌŽŶŐƵĚŐĞƚĨŽƌĂŶĚďƵŝůĚƌĞƐŝůŝĞŶĐLJŝŶƚŽLJŽƵƌƉĂƌƚŶĞƌƐŚŝƉƐĂŶĚƉƌŽĐĞƐƐĞƐzŽƵĂůƐŽŶĞĞĚƚŽĂůůŽǁƌĞƐŽƵƌĐĞƐĨŽƌƉƌŽĐĞƐƐŝŵƉƌŽǀĞŵĞŶƚƐǀĞŶĚŽƌŝŶƚĞ-ŐƌĂƟŽŶĚŝƐĐƵƐƐŝŽŶƐĂŶĚĐŽŶƚƌĂĐƚĂĚũƵƐƚŵĞŶƚƐƚŽĐĂƚĞƌĨŽƌƚŚĞĞǀĞƌͲĐŚĂŶŐŝŶŐƐĞƌǀŝĐĞůĂŶĚƐĐĂƉĞƐĂƐƵŵŵĂƌLJ ŚĞƌĞĂƌĞƚŚĞƐƚĞƉƐƚŽŐŽƚŚƌŽƵŐŚĨŽƌLJŽƵƌ^/ŵŽĚĞů

ϭ ĞĮŶĞƚŚĞƐƚĂŶĚĂƌĚƐĞƌǀŝĐĞĚĞůŝǀĞƌLJŵŽĚĞůϮ hŶĚĞƌƐƚĂŶĚĂŶĚĐůĞĂƌůLJĐŽŵŵƵŶŝĐĂƚĞƚŚĞƌĞƐƉŽŶƐŝďŝůŝƟĞƐƐĐŽƉĞĂŶĚŚĂŶĚŽǀĞƌ

ƌĞƋƵŝƌĞŵĞŶƚƐďĞƚǁĞĞŶĐŽŵƉŽŶĞŶƚƐĞƌǀŝĐĞĚĞůŝǀĞƌLJƚĞĂŵƐϯ DŽŶŝƚŽƌĂŶĚĐŽŶƚƌŽůƐĞƌǀŝĐĞƉĞƌĨŽƌŵĂŶĐĞϰ ůůŽǁƌĞƐŽƵƌĐĞƐĨŽƌĚĞǀŝĂƟŽŶƐϱ ůĞĂƌůLJĐŽŵŵƵŶŝĐĂƚĞƐĞƌǀŝĐĞĞdžƉĞĐƚĂƟŽŶƐϲ ŽŶƚƌŽůĂŶĚŽƉƟŵŝƐĞĐŽƐƚ

hůƟŵĂƚĞůLJ ƚŚĞŐƵŝĚŝŶŐƉƌŝŶĐŝƉůĞƐĂƌĞƉƌĂŐŵĂƟƐŵĂŶĚĂĮƚͲĨŽƌͲƉƵƌƉŽƐĞĂƉƉƌŽĂĐŚ^/DƌĞƋƵŝƌĞƐĂŶƵŶĚĞƌƐƚĂŶĚŝŶŐƚŚĂƚŵĂƚƵƌŝƚLJůĞǀĞůƐǁŝůůĚŝīĞƌĂĐƌŽƐƐƐƵƉƉůŝĞƌƐĂŶĚǁŝƚŚŝŶƚŚĞƐĞƌǀŝĐĞŵŽĚĞůŝƚƐĞůĨ ĂŶĚƚŚĞŶĂĐĐŽƵŶƟŶŐĨŽƌƚŚĂƚ

CONCLUSIONdŚĞĞdžƉĞƌŝĞŶĐĞĂƚůĞĂƐƚŝŶEŽƌĚŝĐŵĂƌŬĞƚƐŝƐƚŚĂƚĨĞǁŽƌŐĂŶŝƐĂƟŽŶƐŚĂǀĞƚŚĞĐŽŶ-tractual security and process maturity in place to allow a guardian or prime vendor ƚŽƐƵĐĐĞƐƐĨƵůůLJŵĂŶĂŐĞƚŚĞŝƌƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶ/ĨƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶŵĂŶĂŐĞŵĞŶƚŝƐŶƚĂĐŽƌĞĐŽŵƉĞƚĞŶĐLJŽĨLJŽƵƌŽƌŐĂŶŝƐĂƟŽŶŝŶǀŽůǀŝŶŐĂŶŝŶĚĞƉĞŶĚĞŶƚƚŚŝƌĚƉĂƌƚLJŝƐƚŚĞďĞƐƚƐƚĞƉĨŽƌǁĂƌĚ/ŶĂŶLJĐĂƐĞďĞĂǁĂƌĞŽĨƚŚĞƌĞƐƉŽŶƐŝďŝůŝƟĞƐŽĨƚŚĞƐĞƌǀŝĐĞŝŶƚĞŐƌĂƟŽŶĂŶĚŵĂŶĂŐĞŵĞŶƚĨƵŶĐƟŽŶƐŽLJŽƵĂƌĞǁĞůůƉůĂĐĞĚƚŽƐĞĞƚŚĞƌĞǁĂƌĚƐĂŶĚĂǀŽŝĚƚŚĞƉŝƞĂůůƐ/ƚŝƐŽƵƌŚŽƉĞƚŚĂƚƚŚŝƐƉĂƉĞƌǁŝůůŚĞůƉLJŽƵĚŽƚŚĂƚ

Authors Peter Wahlgren ŝƐKŽĨϯŐĂŵŵĂϯŐĂŵŵĂŝƐĂŶŝŶƚĞƌŶĂƟŽŶĂů/dĐŽŶƐƵůƚĂŶĐLJŽƌŐĂŶŝƐĂƟŽŶĐŽǀĞƌŝŶŐ/dƐƚƌĂƚĞŐLJƚŚƌŽƵŐŚƚŽƐŽƵƌĐŝŶŐĂŶĚŽƉĞƌĂƟŽŶƐWĞƚĞƌĐĂŶďĞĐŽŶ-ƚĂĐƚĞĚŽŶƉĞƚĞƌǁĂŚůŐƌĞŶΛϯŐĂŵŵĂĐŽŵ

Aprill Allen ŝƐĂƐƉĞĂŬĞƌ ĐŽŶƐƵůƚĂŶƚĂŶĚĂǁĂƌĚͲǁŝŶŶŝŶŐĂƵƚŚŽƌ ƐƉĞĐŝĂůŝƐŝŶŐŝŶŬŶŽǁůĞĚŐĞŵĂŶĂŐĞŵĞŶƚĨŽƌƚŚĞ/dŝŶĚƵƐƚƌLJĞƩĞƌŬŶŽǁŶĂƐƚŚĞ<ŶŽǁůĞĚŐĞŝƌĚƐŚĞĐĂŶďĞĐŽŶƚĂĐƚĞĚŽŶĂƉƌŝůůΛŬŶŽǁůĞĚŐĞďŝƌĚĐŽŵ

BibliographyŽŵƉƵƚĞƌĐŽŶŽŵŝĐƐ;ϮϬϭϮͿ/dKƵƚƐŽƵƌĐŝŶŐ^ƚĂƟƐƟĐƐϮϬϭϮϮϬϭϯфŚƩƉǁǁǁĐŽŵƉƵƚĞƌĞĐŽŶŽŵŝĐƐĐŽŵĂƌƟĐůĞĐĨŵŝĚсϭϳϳϳхĞĂƌůĞLJĂŶĚůĂƵŶĐŚ;ϮϬϭϯͿdŚĞdŽƉϭϬ^ƚƌĂƚĞŐŝĐdĞĐŚŶŽůŽŐLJdƌĞŶĚƐĨŽƌϮϬϭϯh^'ĂƌƚŶĞƌŽĂƚŶĞLJ>;ϮϬϭϯͿ/^'ZĞƐĞĂƌĐŚƌŝĞĨĚǀĂŶƚĂŐĞƐŽĨ^ĞƌǀŝĐĞ/ŶƚĞŐƌĂƟŽŶĂŶĚDĂŶĂŐĞŵĞŶƚ;^/DͿŝŶĂDƵůƟƐŽƵƌĐĞĚKƉĞƌĂƟŶŐDŽĚĞů

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