Governance
We work in partnership with our clients and have developed a proven and robust service management and reporting framework that underpins the management of each of these client relationships. The key components of the service management and reporting framework combine to form a robust governance structure by which each contract is managed.
-
Relationship Management:
In our experience, establishing a strong, informal and open relationship with key contacts within our client’s organisation is vital to the success of the outsource project. As such, we develop a communication plan to manage communication with our clients and provide appropriate operational update reports on a weekly and monthly level.
-
Partnership:
We have introduced an Active Partnership Approach with many of our clients and provide a flexible work model. Hourly/real-time feeds to the client planning team allow us to work in partnership to future plan the required resources based on transaction volumes. With a flexible team we can quickly increase our resources at short notice to cater for peaks in operations.
-
SLAs:
At SouthWestern we work collaboratively with our clients to develop a suite of SLA’s and KPIs that are fit for purpose, clear, pragmatic in number and supportive of our client’s business priorities, delivering a balanced range of metrics that include measuring outputs as well as inputs. The SLA will define SouthWestern’s committed performance level for each KPI and we report on our performance against these service levels on a regular basis.
|
