| ESCM-eSourcing Capability Model
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| Process Improvement Framework |
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eSCM/CMMI is a service mark of Carnegie Mellon University.It includes
84 Best Practices
Applicable across the Sourcing Lifecycle
Provides cross-organizational coverage
Provides a road map for continuous process improvement
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| COPC and eSCM intent & structure |
- COPC Performance Management System is a set of management practices for customer-centric service operations designed to:
- Reduce cost while providing ‘excellent’ service
- Improve customer satisfaction through improved ‘service and quality’
- Positively impact revenues
- COPC is a uni-dimensional framework with 4 key elements or components:
- Drivers: Leadership & Planning
- Enablers: People & Process
- Results / Goals: Performance
- COPC consists of 32 Items
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- eSCM – SP is an Organizational Framework for providers operating in the BPO and IT Management space. It is designed to enable:
- Effective formation, management and expansion of sourcing relationships
- Governance and control of business operations to maximize value to all stakeholders [customers, employees, suppliers and partners]
- eSCM – SP is a three dimensional process improvement framework with:
- 10 Capability Areas
- 3 Sourcing Lifecycle Phases
- 5 Levels of Capability as a road map for improvement
- eSCM – SP consists of 84 Best -Practices
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| eSCM ~ Sourcing Lifecycle |
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| eSCM ~ Organization Process Capability
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| eSCM ~ Level Characteristics
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