Relationship Management

At the centre of SRS’ mission is the provision of proven tools, methodologies and best practices that enable SRS customers to realize and harvest the benefits of their projects, programs and other initiatives while mitigating risk. The SRS Relationship & Service Management (RSM) toolset is a software application that supports the full life cycle of relationship formation and operationalization from planning through relationship, contract and service management.

Whether you are examining the opportunity for executing on your business strategy by creating new relationships or by re-inventing your current relationships, the RSM toolset is a “must use” tool.

Opportunity Identification and Evaluation – RSM toolset allows you capture your “as is” state and conduct benchmarking and comparative analysis that can guide you through the value determination step of the process.

Detail Planning Phase – RSM toolset builds on (in its database) the “as is” state to allow you to define a complete future state of service provision that would be aligned with corporate strategy and business priorities.

Operations – RSM toolset is a total solution for the integrated management of your relationships. Its collaborative nature allows for both the Client and Service Provider to use the same robust, secure database of relationship and service management information.

Key Information Categories – The RSM toolset is designed to support an active, but collaborative management model and works by providing stakeholders and management with the right information at the right time to collaboratively make informed decisions for the purpose of achieving the expected outcome and harvesting mutual benefit. Key system functions include:

Information Management System Functions

Governance Definition and Management – The system allows for the creation of appropriate governance structures to perform the management and service delivery oversight and alignment functions. The system can use eight (8) default structures that are core to the SRS alignment and integrated risk management methodology or can be configured to use client specific structures.

Base Deliverables & Service Levels Definitions – The term “base” implies that the service and service levels are subject to change at any time by the management structures in place and therefore must be tracked and kept up to-date. The system allows for the creation and management of “base” deliverables as these are amended and changed throughout the lifecycle of the contract or agreement.

Actual Levels Management – Similarly the system allows for the management of actual performance or results. These are usually reported by the delivery organization and audited via an independent verification and validation process (IV&V).

Best Practices Information Management – The system allows for the management of pertinent best practices or industry norms information relating to areas of service provision and service levels.

Assets Management – The system allows for tracking of all human resources and non human resources assets involved in the relationship or service provision.

Agreement Documentation – The system allows for the management of the agreement documents and amendments.

Outcome & Benefits Management – The system allows for the management of outcome information and the associated Benefits Realization Factors (BRF ® ). BRF ® are factors without which benefits cannot be harvested.

Risk Management – The system provides for enhanced and continuous risk management function.

Oversight and IV&V Management – The system allows for oversight submissions and reporting as well as independent verification or validation information to be stored, managed and reported on as required.

Executive Dashboard

The System is configured with a standard dashboard that describes the health of a relationship, a group of similar or non-similar relationships. The system is cascade-able so that Outcomes can be related to a specific contract (or service level agreement), or a project (or organization) with several relationships, or even a program or initiative that has multiple projects with multiple contracts or Service Level Agreements for each.

The system Executive Dashboard displays real time information about the following:

Benefits Realization Factors – How well the benefits realization factors are being managed, enabled or otherwise at risk.

Service Performance – How well the service provider is performing against agreed to service provision and service levels. The system allows the flexibility to monitor performance based on user defined categories of performance (i.e. meet or exceed, under perform, not acceptable, etc.).

Risk Management – How well the risks are being managed. The system allows the flexibility to monitor performance based on user defined categories of performance (fully managed, being managed, at risk, not being mitigated, etc.).

The executive dashboard has a “drill down” capability that allows “onscreen” summary reporting relating to any group of information visible on the screen.

Reporting

The database is a standard Oracle database and as such is compatible with any open report writer or BI tools. The system has a series of standard reports that can be configured and customized to address any unique requirements. Standard reports include:

Governance Structures Management Reports
Service Level Management reports showing performance against “contracted” and against best practices
Risk Management Report
Benefits Realization Reports
Assets reporting relating to current state, initial “as is” state, base case, baseline case


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