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Representative POMs are described for Performance Measurement and Monitoring at each level of maturity.

1Initial

• Practice

  Rely on the best endeavours of available personnel

  Outcome

  There is a lack of performance visibility which impairs the potential for identifying performance gaps and identification of improvement plans.

  Metric

  Historical Analysis: # IT supplier incidents.

2Basic

• Practice

  Measure key performance metrics for availability and pricing defined within IT.

  Outcome

  There is some visibility of availability and pricing criteria.

  Metric

  % contracts where availability and pricing metrics are monitored.

• Practice

  Introduce benchmarking for some IT suppliers based on internal company metrics.

  Outcome

  There is the ability to identify if performance issues are unique to a given IT supplier or area.

  Metric

  % contracts benchmarked against internal measures, # FTEs assigned to benchmarking.

3Intermediate

• Practice

  Monitor performance and quality against defined SLAs agreed with the IT supplier.

  Outcome

  There is increased visibility of IT supplier performance and pricing against agreed standards.

  Metric

  % contracts with defined SLAs.

• Practice

  Conduct external benchmarking for all key IT supplier contracts on selected price, performance and quality metrics.

  Outcomes

  • There is an improved ability to recognise the significance of IT supplier performance gaps.
  • There is increased pressure on IT suppliers to improve to meet external standards.

  Metrics

  • % contracts with external benchmarking.
  • % IT suppliers showing performance improvements.

4Advanced

• Practice

  Implement process to focus on long-term strategic issues which could potentially impact the rest of the business (e.g. supplier insolvency, key product discontinuation, ineffective information-sharing/collaboration, low supplier innovation, legislative changes, evolution of supplier rivals,etc.).

  Outcome

  There is high visibility of longer-term strategic issues.

  Metric

  % contracts where long-term issues are monitored.

• Practice

  Establish detailed plans for use of alternative suppliers for all key products/services.

  Outcome

  There is a decreased risk of stockouts or service loss.

  Metric

  % contracts with alternative source arrangements in place; historical analysis: supplier delivery failures impacting availability.

• Practice

  Monitor KPIs to assess the level of efficiency and effectiveness of interactions between IT, the rest of the business and key IT suppliers.

  Outcome

  There is increased visibility of how well IT, the rest of the business and key IT suppliers are interacting which provides the ability to identify bottlenecks.

  Metric

  % IT suppliers monitored vs efficiency and effectiveness metrics (e.g stabililty of business reqs, freq of business order updates).

• Practice

  Benchmark all key price, performance and quality metrics against external entities as well as selected knowledge-sharing/collaboration metrics, where comparable data exists.

  Outcome

  There is an improved ability to pinpoint significant failings in communication and collaboration between parties.

  Metric

  % contracts with defined knowledge-sharing/collaboration metrics.

5Optimized

• Practice

  Monitor risks across the extended supply chain (including links between IT suppliers).

  Outcome

  There is high visibility of inter-supplier issues.

  Metric

  % contracts where inter-supplier issues are monitored.

• Practice

  Manage IT suppliers on a portfolio basis as normal operational procedure.

  Outcome

  There is a reduction in stockouts or service loss.

  Metric

  % products/services managed on portfolio basis.

• Practice

  Benchmark performance metrics across entire IT supply chain (potentially including multiple suppliers).

  Outcome

  There is an improved ability to pinpoint significant failings in communication and collaboration between parties and to identify opportunities for continuous improvement.

  Metric

  % contracts with inter-supplier OLAs benchmarked.