The CPI OS Process
A strength of CPI OS benchmarking lies in the ability to define the scope of the contracts compared in the results model.
Compare managed services with either a broad range of similar services across many organisations, or precisely with a particular service profile defined by the service scope.
The unique ability to discuss relative performance and best practice with others means that CPI OS supports the identification and the initiation of actions that make a positive difference.
International
CPI OS offers great flexibility to organisations operating across international boundaries by offering currency conversion using appropriate exchange rates.
Group Organisations with multiple IT functions
CPI OS can also be applied to groups of companies to provide an internal benchmark as well as outside comparison. It enables companies or IT functions within a group to compare outsourced service performance on a consistent basis throughout the group. This helps to ensure best practice and consistent service levels across all business units.
A simple process for gathering data
Participants
complete the standard CPI OS data capture template from their own
contract scope, plus other metrics which focus on the cost, performance
and quality of the service being delivered.
Metrics have concise definitions that are typically available and in use in managing the outsourced service. This means low collection effort and fast turnaround of the results.
At the beginning of the process the CPI OS team provide onsite support workshops to guide personnel in understanding terminology, definitions, and requirements. Telephone support is available throughout.
Data validation to ensure consistency
Integrity and consistency are paramount to successful benchmarking and CPI OS checks metrics and outliers both automatically and manually to maximise consistency and minimise errors.
Help with results analysis
The CPI OS Results Model is very easy to use. Nonetheless it helps to have access and support from the CPI OS team of experts and other participating organisations that can assist in the production of the Management Report.
Key information for management
The CPI Results Model includes an Executive Summary that is
immediately accessible for presentation to senior management. In
order to get behind the data, the model includes analysis, charts and
pivot tools that enable drill down into the rich seam of data to find
specific areas of interest.
Workshops - analysis to actions
CPI OS takes full advantage of its ability to provide direct, peer to peer interaction with organisations that have experienced similar issues. This ensures actions are based on real world, practical knowledge that allows faster, more confident decision-making.
CPI OS workshops are designed to generate actions that enhance managed service delivery and supplier relations. It is this ability to get behind the numbers, to identify serious opportunities for sustainable improvement that makes the service so valuable.
CPI OS - Internal Customer Views
In
addition to tracking managed services, CPI OS additionally provides the
opportunity to monitor and compare the results of actions, measured
against the level of customer satisfaction achieved.
Participants can utilise the CPI Internal Customer Views Survey tools, or their own survey processes, to measure internal customer satisfaction, the gap between expectations and performance, and then to benchmark the summary results.
The specific needs of two distinct customer groups are addressed by tailored questionnaires:
Business Managers/Directors whose business operation is impacted by the quality of IT services.
End-Users where IT services determine the ability to perform everyday tasks efficiently.
The core survey questions embody the industry standard RATER framework, ensuring they cover the key service dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.
This has the benefit of giving organisations the information they need to target their investment on specific areas, and to measure the outcome.
Combining such survey results with managed service measures offers a complete view of performance and how the delivery of IT services can be improved to align with business needs.