Ppt Database 2
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Outsourcing Governance | Maximizing the Value of BPO PROCESS
SERVICE DELIVERY MANAGEMENT
Service Provider Performance Program Management Internal Services
CONTRACT MANAGEMENT
Informed Decisions Effective Execution
Costs Compliance Competitive
Financial Administration
ENTERPRISE CAPABILITY PEOPLE
TOOLS Satisfaction Planning Driving Value
RELATIONSHIP MANAGEMENT
Customer Care Monitoring Governance Protocols Corporate Standards and Policy Communications
1
Contract Management | 12 Processes
• Facing Service Providers and Business CONTRACT Units MANAGEMENT Financial
PROCESS
Controlled Costs Consistent Compliance ENTERPRISE
Informed Decisions Effective Execution
CAPABILITY
PEOPLE
Coordination and Collaboration
Payments Invoice Verification Service Provider payments Charge Back Analysis & Planning Forecasting & Tracking Consumption Analysis Financial Compliance Administration
TOOLS
Contract Change Control & Documentation Internal Controls & Review Benchmarking & Competitive Analysis Third Party Vendor Contracts
2
g in t ra d g e an ce t In e t a n . 5 dg rm B u e r fo P
1. F ina nc ial Mana ge me n t
nd a p x 4. E Ent e m rn e v Go
3. Com So u p et i t iv r ci n e g 2. Hum an Capit al
RETAIL
SERVICE DELIVERY MANAGEMENT
Service Provider Performance Program Management Internal Services
CONTRACT MANAGEMENT
Informed Decisions Effective Execution
Costs Compliance Competitive
Financial Administration
ENTERPRISE CAPABILITY PEOPLE
TOOLS Satisfaction Planning Driving Value
RELATIONSHIP MANAGEMENT
Customer Care Monitoring Governance Protocols Corporate Standards and Policy Communications
1
Contract Management | 12 Processes
• Facing Service Providers and Business CONTRACT Units MANAGEMENT Financial
PROCESS
Controlled Costs Consistent Compliance ENTERPRISE
Informed Decisions Effective Execution
CAPABILITY
PEOPLE
Coordination and Collaboration
Payments Invoice Verification Service Provider payments Charge Back Analysis & Planning Forecasting & Tracking Consumption Analysis Financial Compliance Administration
TOOLS
Contract Change Control & Documentation Internal Controls & Review Benchmarking & Competitive Analysis Third Party Vendor Contracts
2
g in t ra d g e an ce t In e t a n . 5 dg rm B u e r fo P
1. F ina nc ial Mana ge me n t
nd a p x 4. E Ent e m rn e v Go
3. Com So u p et i t iv r ci n e g 2. Hum an Capit al
RETAIL
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