IVI Framework Viewer

Representative POMs are described for Supplier Communications at each level of maturity.

1Initial

• Practice

  Rely on the best endeavours of available personnel

  Outcome

  There is either inadequate or excessive communication with IT suppliers.

2Basic

• Practice

  Collate contact lists for all IT suppliers with all relevant internal/external contacts.

  Outcome

  A single repository of contacts for all IT supplier related communication exists to faciliate effective communication.

  Metrics

  • % suppliers included in contact list.
  • # contact lists.

• Practice

  Define basic standards for communication with IT suppliers (common vocabulary, some standardized documentation,etc.).

  Outcome

  There is increased consistency and improved understanding.

  Metric

  Historical analysis: % documents complying with standards, # document templates, % areas using non-standard documentation.

• Practice

  Implement process to provide certain IT suppliers with updates to orders

  Outcome

  The quality of orders is improved.

  Metric

  % accuracy of Orders, % faulty orders.

• Practice

  Make training available to staff who personally identify a need for training in IT supplier management (or whose manager suggests such training).

  Outcome

  A self-selecting group of staff are trained in IT supplier management leading to pockets of high competence.

  Metric

  # & % staff who receive IT supplier Management training.

• Practice

  Obtain regular updates from IT suppliers, where available, on order schedules, issues, plans.

  Outcome

  There is improved visibility of product/service availability.

  Metric

  Historical analysis: unscheduled order unfulfilment.

• Practice

  Share some information with IT suppliers , where relevant demand and opportunities exist.

  Outcome

  IT suppliers have an improved perception of the organization.

  Metrics

  • Historical analysis: IT supplier satisfaction with organization.
  • Historical analysis: number of order updates/changes.

3Intermediate

• Practice

  Document supplier interfaces for all IT suppliers (e.g contacts, roles & resps, info requirements, escalation paths).

  Outcome

  There is an improved speed of communication between IT, the rest of the business and IT suppliers.

  Metrics

  • % suppliers with documented supplier interface.
  • Historical analysis: # contacts per IT supplier contract.
  • # interactions per IT supplier contract.

• Practice

  Hold regular meetings between the organization and IT suppliers to review performance, progress and process.

  Outcome

  There is an improved understanding of pertinent issues.

  Metric

  % key IT suppliers with planned meeting schedule.

• Practice

  Agree and implement formal process for sharing information between IT, IT suppliers and the rest of the business.

  Outcome

  There is an improved awareness of potential issues impacting on availability, price and quality.

  Metric

  % key IT suppliers covered by formal information sharing process.

4Advanced

• Practice

  Define and implement a detailed communications plan for all types of suppliers.

  Outcome

  There is an improved clarity and consistency of communications with suppliers.

  Metric

  % suppliers covered by detailed communications plan.

• Practice

  Appoint advocates to represent the IT function to IT suppliers and also to the rest of the business (and vice versa to obtain inputs for IT).

  Outcomes

  • There is an improved process flow and potential for idea-sharing.
  • There is a reduction in information bottlenecks.

  Metrics

  • % key suppliers with advocates in place.
  • Historical analysis: # T supplier incidents.

• Practice

  Share extracts of IT Product/Service roadmap with IT suppliers and vice versa.

  Outcome

  There is an improved alignment of IT suppliers with IT strategy.

  Metric

  Historical analysis: # key suppliers replaced, # suppliers providing roadmap.

5Optimized

• Practice

  Invite senior IT supplier staff to relevant important strategic and operational meetings (and vice versa).

  Outcome

  There is strong alignment of goals between the IT function and the IT supplier.

  Metrics

  • # key IT supplier staff in operational meetings.
  • # key IT supplier staff in strategic meetings.
  • # key IT staff in IT supplier meetings.
  • # shared goals.

• Practice

  Co-locate IT and IT supplier staff working on joint initiatives, where appropriate.

  Outcome

  There is increased collaboration and a reduction of a ‘them and us’ culture.

  Metric

  # staff collaborating e.g.through co-location, joint projects.

• Practice

  Share extracts from key documents with key suppliers and vice versa (eg IT Product/Service strategy, P/L statements,…).

  Outcome

  There is improved long term alignment and increased trust and the opportunity to manage IT supplier profit margin.

  Metric

  % key suppliers providing P/S Strategies, % key suppliers providing P/L extracts.