BI, CRM and e-Business projects - attaining excellence in execution

In large companies, Business Intelligence (BI), Customer Relationship Management (CRM) and e-Business have become fully fledged disciplines. Local projects have given way to global programs managed by dedicated teams. These teams are organised around skill centres which span multiple business activities and simultaneously manage the priorities and coordination of a wide range of projects. These teams typically develop and standardise the infrastructure, governance and management practices that provide project frameworks. Incremental improvements have become as important as new projects themselves and underlying technologies once seen as implementation support tools have become platforms whose maintenance and operation needs to be standardised and managed.

To address this change, Business & Decision has created specialised Managed Service Centres to manage all or part of the operation and maintenance for defined groups of IT projects and business initiatives. These service centres have significantly increased productivity (15% - 35%), by allowing customer in-house teams to focus more on strategic activities. The agreements used to govern the Managed Service Centres ensure best practice, guaranteeing the provision of quality resources at the right time, in the right place, over several years using the Business & Decision RightDelivery® approach: a combination of; on, near, close and off-shore resource.

BI, CRM and e-Business require greater flexibility and expertise than traditional IT areas and rely on the support of scalable specialist teams. Large scale pooling and standard processes remain a key strength of the traditional off-shore model. The RightDelivery® approach to Managed Service Centres, is to support the front office which is close to business needs, with a dedicated back office service, referred to as 'near-shore', which using standardised practices and methods, is sufficiently flexible to manage the needs of off-shore resource.

This hybrid service model is the foundation of the Business & Decision Global Managed Service offering, from consultancy to application management, outsourcing, change management and hosting.

Business & Decision has established ten regional, near-shore and off-shore specialised Managed Service Centres. RightDelivery® is an approach created by Business & Decision for customers wanting a cost effective way to standardise project delivery, with an initiative that spans all our business activities and geographic locations.

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