保潔pg外包策略(完整版)
【正文】 Processes ? Relationship Management ? Service Request Management ? Service Receipt Verification ? Performance Management ? Problem/Incident/Change Management ? Project Management ? Security, Business Continuity, Disaster Recovery ? Financial Operations ? Asset Management ? Contract Management 13 Common Processes Across Suppliers HP IBM JLL Others Service Request Management Performance Management Problem/Change/Incident Management Other Key Processes Project Management 14 Service Request Management ? Purpose: Provide the ability to manage requests for supplier services ? A Catalog of Services including Service Terms and Measures, Historic Performance, Benchmarking Data, and Pricing ? Distinguish between Enabling Services and End User Services ? Provide integration of individual Supplier Services into End to End Services ? Insulation of end users from back office plexity ? Request prioritization ? Demand forecasting ? Consumption tracking 15 Performance Management ? Purpose: Monitor the delivery of service to ensure you get what you expected. ? Track SLA pliance ? Performance Dashboard ? Produce State of the Business reports ? Conduct performance reviews ? Manage issues 16 SLAs ? Measure in a quantitative way the quality of service provided by the supplier ? Make sure they are measurable and achievable ? Set Expected and Minimum thresholds ? Distinguish between Key and Critical SLAs ? Limit the number of Critical SLAs ?Tie Critical SLAs to “At Risk $” 17 Project Management ? Purpose: Make sure the right projects get done, and that t
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