eSourcing Capabilities Model
eSourcing Capabilities Model
What is it?
eSCM (eSourcing Capability Model) comprises two detailed capability models that provide a framework for best practices in the delivery and buying of IT-enabled services; typically referred to as BPO services. The two complementary models are:
- eSCM-SP addresses the critical capabilities for service providers. It sets out a collection of 84 practices within 10 capability areas, ranging from Knowledge Management and People Management to Service Transfer.
- eSCM-CL address the critical capabilities for buyers of sourcing services. It sets out 95 practices within 17 capability areas.
The practices are organised by phases within the sourcing lifecycle: Analysis (CL only), Initiation, Delivery and Completion. Five capability levels are also defined, with the practices divided between the middle three capability levels. The first capability level is simply reserved for organisations that are 'performing sourcing' without achieving the practices. The fifth capability level is for organisations that have demonstrated measurable, sustained and consistent performance excellence and improvement by effectively implementing all of the capability level 2, 3 and 4 practices, and have sustained them over a period of at least two years. To date, only one organisation, Satyam BPO Limited, has achieved an accredited Level 5 certification.
eSCM has been created and is maintained by The IT Services Qualification Center (ITSqc) at Carnegie Mellon University in the US. It was created with the help of a consortium including large service providers and clients of sourcing services.
Why is it useful in HR transformation?
The rigour and completeness of the model makes it an excellent reference point for those working on HR transformation. I have personally used these frameworks when designing the operating model of an outsourcing company and on advising clients on how to manage outsourcing providers. You can either use it rigorously as a rule book, or as a reference checklist. It should be useful to:
- Clients when planning to embark on a programme of sourcing
- Clients seeking to evaluate service providers
- Service providers when evaluating their operating model and investments
- Clients and service providers involved in sourcing to assess their own performance and maturity
- Clients and service providers that want to achieve an external accreditation.
Summarized by: Tim Palmer, PA Consulting
Links to more information
Official site http://itsqc.cmu.edu/
Wikipedia description http://en.wikipedia.org/wiki/ITSqc
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