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EDS/HP
EDS, is one of the major global companies in technology services that delivers solutions of businesses to their clients. It was acquired by Hewlett-Packard Development Company in 2008 and was renamed as HP Enterprises Services. It has a vast portfolio of outsourcing services in information technology and business processes to clients of manufacturing, financial services to industries such as health, communications, energy, transport, retail and governments all over the world.
EDS / HP
Management of indicators / Processes management / Structure modeling
OBJECTIVES
The company’s great challenge was to properly collect and communicate performance indicators of its processes of Information Technology Outsourcing (ITO). There was a huge waste of time and resources of the Data Center Services, that used common tools that were inadequate for a large sized company.
PROJECT
The Project contemplated a component of indicator registry through the software employed by Way/Amadeus to communicate and manage indicators and it lasted 10 weeks. An indicator model was created since there were many processes with many dynamics in the elements involved and a process model was developed that contained the detailing of their sublevels. The processes with indicators defined were modeled and presented as a scorecard result.
RESULTS
Cost reduction to compute and communicate the results of the Data Center Services results, reduction of cycles of evaluation of results and corrective actions time through the interaction and alerts, improving the relationship among the many Latin America sites and improvement of the level of the service provided to clients due to a more frequent follow-up of results, faster.