Managed Training Services Governance
As a training outsourcing partner, NIIT understands that managing training processes
well is the key to supporting our clients now and into the future. Whether our clients
are publishers, associations, technology companies, educators, retailers, telecom
providers, or any other kind of enterprise, we seek to understand their industry
and provide lasting value. We ensure that value through aligning our services to
business needs through a rigorous set of governance processes.
Governance is an ongoing process and relationship management to keep an outsourcing
partnership focused and efficient. NIIT believes that providing ongoing governance,
which is part of our larger Business Management System, is essential to our clients
for realizing business value. We see it as our responsibility to take leadership
in the partnership, but we also collaborate with our clients to establish appropriate
structures, charters, and engage the right participants.
How Governance Works
Outsourcing training creates a complex relationship that must evolve as our clients'
industries change. NIIT uses a scalable Tiered Governance Organization Structure
designed in collaboration with our clients to manage processes and people. We
align relevant staff so that we can structure focused interactions to drive appropriate
actions.
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Name
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Description
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| Executive Steering Committee
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Contains senior leadership from both the client and NIIT. Responsible for overall
direction setting. Communicate key changes in business direction.
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“Training as a Business” Operational Review Committee
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Contains lead operational managers from both the client and NIIT. Responsible for
reviewing operational performance and prioritizing continual improvement actives
for services provided.
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Operations Management Team
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The NIIT and client General Managers. Responsible for ongoing coordination of the
relationship. Responsible for ongoing coordination of specific lines of work.
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Project Team Leadership
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The relevant NIIT project team leaders, with their client counterparts. Typically,
this is relevant only for content development efforts.
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A Managed Process
NIIT implements a review process to follow the governance tiers described above.
This process revolves around four key types of events.
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Review Type
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Participants
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Focus
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Annual Strategy Review
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Executive Steering Committee
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NIIT provides a Training Annual Report and review anticipated investments and initiatives
for the year. We consider key innovations as identified by our Innovation Office.
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Quarterly Business Review
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Executive Steering Committee
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Review of Business Score Card and key business metrics; Execution on strategy and
direction; Discuss key changes and future direction; Innovation.
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Monthly Operations Review
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Operations Review Committees
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Review of operations metrics and SLAs; Review of execution on operational goals;
Review of key operational risks and mitigation strategies.
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Weekly Touch-Base
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Operations Management Team
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Tactical discussion on operational issues and decisions. Review of weekly status
report.
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This comprehensive approach helps us provide clients with:
- A clear statement of the performance we will
provide, measurable with Service Level Agreements and Performance Scorecards
- A Management Reporting Structure that tracks
actual levels of performance and provides the right level of information in useful
formats to the right stakeholders to drive action
- Reviews of clients’ needs, reviews our performance,
exploration of new ideas, and prioritizing of required improvement initiatives,
based on our Regularly Scheduled Management Review Process
- A system for addressing exceptions and shortfalls
as they arise, using a Structured Escalation Process
The Benefits of Governance
NIIT seeks to drive measurable, targeted business results at each step on the outsourcing
journey, while being a fully accountable partner. That means that we will deliver
what we promise, collaborate with clients, and provide ideas, insights, and leadership.
We employ structured process governance to provide clients with:
- Transparent business results
- A consistent and compressive way to adjust
processes and resolve issues as needed
- Support for constant process improvement
The NIIT Business Management System
Governance is just one part of a three-pronged Business Management System that NIIT
follows for managing the outsourcing relationship and providing transparency into
process results. This system consists of:
Our Business Management System helps ensure that:
- We remain aligned on objectives and approaches
as strategy evolves
- We provide transparency on achievement of
service excellence and on corrective actions
- We focus innovation and continual improvement
where it matters most
You can learn more about our BMS by visiting all these pages.
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