Client Challenge
Our client had recently changed its infrastructure provider following a long-term relationship with a previous supplier. Inevitably changes in personnel, operating process and method, combined with a greater need for control and compliance from the regulator meant they would need to implement a complete supplier governance model.
What We Did
- Detailed analysis of the contract was undertaken to understand:
- Engaged with the client team to provide support and coaching in their roles
- Created and embedded repeatable operating processes
- Engaged with our client’s supplier to instruct them on how our client would like to run governance
- Ran the first phases of governance to support the client in running it
- Created governance site for documentation and processes
- The overall obligations for both parties
- The governance and reporting requirements in the schedules
- SLA requirements and credit calculation
Outcome & Results
- Operational governance for:
- Contract Change Management
- Risk & Issue Management
- Structured Governance Meetings
- Tracking of the Reporting
- Obligation Tracking Methodology
- Overall Measurement of Performance
- A single repository for the overall management of the supplier, saving considerable effort in gathering evidence for the audit inspection
- Allowed our client to pass an audit with a clear framework of control in place
