Outsourcing Governance |

Maximizing the Value of BPO

SERVICE DELIVERY PROCESS CONTRACT
MANAGEMENT MANAGEMENT
 Service Provider  Financial
Performance  Administration
 Program Management Informed Decisions Costs Compliance
 Internal Services Effective Execution Competitive

ENTERPRISE
CAPABILITY

PEOPLE TOOLS
Satisfaction
Planning
Driving Value

RELATIONSHIP MANAGEMENT
 Governance Protocols  Customer Care Monitoring
 Corporate Standards and Policy Communications

1
 Contract Management | 12
Processes
• Facing Service Providers and Business
Units CONTRACT
MANAGEMENT
Financial
Payments
Invoice Verification
PROCESS Service Provider payments
Charge Back
Analysis & Planning
Informed Decisions Controlled Costs Forecasting & Tracking
Effective Execution
Consistent Consumption Analysis
Compliance Financial Compliance
ENTERPRISE
CAPABILITY
Administration
Contract Change Control &
Documentation
PEOPLE Coordination TOOLS
and Internal Controls & Review
Collaboration Benchmarking & Competitive Analysis
Third Party Vendor Contracts

2
 g
t in a nd
ra d x p
t
g
e an ce 4. E E-
In e t a n m e nt
.
5 dg rm e rn
Go v
B u e r fo
P
3.
Com
1. F ina nc ial So u p et i t iv
r ci n e
Mana ge me n g
2. Hum an
t
Capit al
RETAIL