Presentatie supplier performance management the art of performance - marco gianotten van giarte
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Transcript of Presentatie supplier performance management the art of performance - marco gianotten van giarte
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[email protected]_Gianotten
www.giarte.comwww.outsourcingperformance.nl
September 26st, 2012
The Art of Performance
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CH OSAAAA
Cyber crime
Cloud
CH OSAAAA
Consumerization
Complexity IT landscape
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Department of
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(L)user
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Sign-on stress
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Help(less)desk?
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Siloed by ITIL
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SLA
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CWOT
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Complexe harmonie
Too much
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Satisfied Tolerated Frustrated
0 T F
Apdex =Satisfied + Tolerated / 2
Total Samples0,xx=
0 T F
‘F’ word in service culture
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GemiddeldGemiddeld
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MoyenneMoyenne
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DurchschnittDurchschnitt
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PromedioPromedio
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Snafu
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Corporate IT…
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Freedom Freedom
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Plan BPlan B
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Embrace it...
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Department of ¥€$
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Service2
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Screenagers
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Crackberry’s
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Bring Your Own
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CYOM
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Fix Your Own
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User-to-userUser-to-user
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IT4MEIT4ME
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Consumerization
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Pain factor
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Business criticalityBusiness criticality
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10.080
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Fatal error
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Outage tolerance
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Opportunity
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Talk EBIT
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True Downtime Cost
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Zero risk culture?
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The risk of risk
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Preventing blame
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Out of Control Action PlanOut of Control Action Plan
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Rethink KPIs
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KPI hell
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FTE % offshore?
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Paradoxal intervention
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Shift right
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Too focused
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Reactive
Proactive
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Problem Yin Yang
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Zero repeat
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Recurring incidents
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Perfecte change
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Safety performance
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Lost timeinjury
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Days without LTI = MTBF
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Subjective KPIs
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End-to-end performance
10
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UtilizationAvailability
Response time
…
Logon time
Experience
Utilization…
=
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Mission
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Mission KPIs
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London’s economy
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Customer loyalty
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“Aim for the moon. If you moon. If you
miss, you may hit a star.”