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How do you guarantee the continuity of activities? Outsourcing is delivering a service and improving your service level within your organisation. The purpose is to improve your IT environment and it’s alignment to the business. Thereby decreasing your total cost of ownerships and increase your return on investment. This is of course where it all started. How do you control the service level and how do you make sure you get the best service? How do you manage the continuity of the project? How do you create standards in service delivery? What are the involved risks and how can you monitor this? Just like in every project, you would like to make sure that the outsourcing project is delivered in the predefined time frame and predefined costs and with the desired quality. Bache makes sure that the right requirements are established and the local context of the provider is taken into account. Thereby it is important that the project is managed from both sides: at the providers and within your company. A project manager of Bache, represents your company, monitors the project but also addresses questions, change management, test management, implementation management etcetera. Bache project managers are specially trained for these functions. Bache’ project managers evaluate the progress and output of the activities in the sourcing project based on the following model. 
Contract management makes sure that the sourcing development proces is - Evaluated
- Controlled
- Managed
In the evaluation and analyse phase within the model, the output of the provider is evaluated if this corresponds with contractual agreements. The output is accepted or rejected, and in the latter case, the cycle is restarted. By means of the service level agreement or audit, the quality norms are formulated and tested. Is the reality the same as the predefined norms? What can be improved or are there no improvements? Are the agreements and key performance indicators (KPI) still valid or should these be adapted? Should the contract or SLA be modified? In the transition process, items as knowledge management and change management are already addressed. These items are ongoing in the contract management phase. Bache assists you in this phase with: | Executing external audits | - What work method does your provider use? | | Contract management | - How do you get the most out of your contract? | | Updating SLA | - What kind of key performance indicators is established and is these still valid? | | Quality management | - How do you manage the quality of the delivered activities and services of your provider? | | Business analysis | - How do you make sure your provider understands what kind of service you expect? | | Project management | - Organising activities on the client side and monitoring the project managers of the provider. | Central issue in monitoring and managing the quality and contract management is: To know is to measure:
Trusting your provider is good
But managing and controlling is better In the end, the investments in IT should increase productivity and turnover. The correctness in delivery, a cooperative relationship and trust between the parties are essential.
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