Governance and Service Level Agreements
Few things last for long in today’s business environment. Decisions made for sound operational reasons in the past can effect and undermine the organization’s current strategic goals and objectives. Likewise implementations reflecting leading practices when implemented can inhibit the flexibility to cope with changing markets, consumer demands, and regulatory pressures.
Because of our experience of the Shared Services outsourcing and offshoring industry, we have developed unparallel expertise in helping clients govern and monitor their Shared Services. We assist our clients with sourcing arrangements and changes to preserve and enhance the benefits of the original implementations.
Health Check and Diagnostics
Working collaboratively with clients and suppliers our Health Check and Diagnostic Teams help to assess the performance of the current Shared Services and sourcing arrangements against business requirements identifying areas where improvements can be made.
We follow a structured process by tailoring each client's specific requirements while deploying a number of proprietary tools to speed up the process and improve the quality of the output.
Some of our tools include:
- Market Reality Assessment
- Business Case Analysis
- Contract Mapping
- Assessment of client outsourcing governance structures and processes
- Assessment of the client's supplier performance management structures and processes
- Assessment of Shared Service Center (SSC) and supplier performance against proven metrics
- Comparison with current leading practice in the SSC and sourcing industry
- Opportunities for improvement in service delivery
- Review of Service Level Agreement (SLA) and contractual terms and recommendation for changes
