Governance Processes

Capstan designs a governance framework, defines roles and responsibilities for region and function leaders, and maps the processes required to achieve the goals of the outsourcing initiative.

We provide the process discipline, tools and training to equip your team to effectively manage your contract.

Key Governance Process Objectives:

  • Meet service level agreements and expected savings targets
  • Drive standardization throughout the organization
  • Leverage subject matter experts to bring innovation to the account
  • Institutionalize on-going process improvement
  • Capstan designs Governance models that establish the structure, process map, decision rights and reports for Relationship Management, Financial Management, Contract Administration, Performance Management and Change Management.
EXPERIENCE

An East Coast hospital decided to outsource facilities and project management to a firm that was managing other services for the client. Capstan was retained to help negotiate pricing, fees at risk and gain share/penalty provisions for labor and energy costs. We developed service level agreements, key performance indicators and other contract terms, then provided guidance on governance processes during transition to the new provider.

Tools

Capstan’s library of tools for this service includes:

ONGOING PERFORMANCE
MANAGEMENT PROGRAMS

REPORT LISTS

CHANGE MANAGEMENT
PROGRAM

RISK ASSESSMENT MATRICES