Service integration in a multi sourcing environment pa6[2] copy 2
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This document discusses challenges that can arise in multi-sourcing environments where different suppliers are responsible for delivering different components of a service. It identifies four models for structuring service integration - retained, third party, guardian, and prime. It argues that defining clear responsibilities through a service integration manager can help achieve successful outcomes, but commercial and process challenges may still occur if not properly addressed.
Service integration in a multi sourcing environment pa6[2] copy 2
- 1. © 2013 3gamma & Knowledge Bird www.3gamma.com www.knowledgebird.com © 2013 3gamma & Knowledge Bird Are you getting stuck in the blame game? SERVICE INTEGRATION IN A MULTI-SOURCING ENVIRONMENT
- 2. COPYRIGHT NOTICE: No part of this document may be reproduced, distributed, stored in a retrieval system or translated into any language, including but not limited to electronic, mechani- -
- 3. ARE YOU GETTING STUCK IN THE BLAME GAME? SERVICE INTEGRATION IN A MULTI-SOURCING ENVIRONMENT Peter Wahlgren, PhD, CEO, 3gamma Aprill Allen, Consultant, Knowledge Bird of suppliers delivering services, or components of a service, suggest the pendulum has swung and that we are returning - had increased by nearly 37% year-over-year (Computer Eco- - - - nents and supplier teams together to provide services to - Success is focused on outcomes, and service level agree- but you can never outsource accountability.” – Lt. Colonel (Ret.) Rob Waldman
- 4. OUTSOURCING IS ON ThE RISE! - - - PITfALLS ThE SERVICE INTEGRATION MODELS - Type 1 - Retained -
- 5. Type 2 - Third party not have a component delivery responsibility, to manage - - Type 3 - Guardian and this arrangement is appealing to those organisa- How will your guardian vendor manage its own delivery - ary approach may introduce debates when each The commercial ownership and management could Type 4 - Prime service delivery, thereby becoming the prime - ship introduces a commercial challenge, but teams can focus on providing good service to - from the management and governance
- 6. RESPONSIBILITIES Of ThE SIAM - It must understand demand and supply to be able to forecast and co-ordinate - - AChIEVING SUCCESSfUL SERVICE INTEGRATION - CONCLUSION - tractual security and process maturity in place to allow a guardian or prime vendor
- 7. Authors Peter Wahlgren - Aprill Allen Bibliography
- 8. 3gamma Group SE-411 03 Göteborg Sweden Phone: +46 31 750 95 65 3gamma OY Phone +358 50 3748371 Sweden Phone: +46 8 120 20 532 4 Rupells Road Clinton, NJ 08809 Phone: +1 908 894-5126 SE-411 03 Göteborg Sweden Phone: +46 31 750 95 65 3gamma Ltd Cheshire SK10 2LL Phone +44 161 219 8240 Sweden Phone : +46 40 627 04 05 Kheny Chambers Bangalore- 560 052 Phone: +91 80 41529100 Östra Storgatan 67 Sweden Phone: +46 707 83 59 85