GB/T 42749.3-2023Information technology - IT Enabled Services - Business Process Outsourcing(ITES-BPO) lifecycle processes - Part 3: Measurement framework (MF) and organization maturity model (OMM) (English PDF)

foreword

This document is in accordance with the provisions of GB/T 1:1-2020 "Guidelines for Standardization Work Part 1: Structure and Drafting Rules for Standardization Documents"

drafting:

This document is part 3 of GB/T 42749 "Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process"

part: GB/T 42749 has issued the following parts:

--- Part 1: Process Reference Model (PRM);

--- Part 2: Process Assessment Model (PAM);

--- Part 3: Measurement Framework (MF) and Organizational Maturity Model (OMM);

--- Part 4: Terms and concepts;

--- Part 5: Guidelines:

This document is modified to adopt ISO /IEC 30105-3:2016 "Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Survival

Cycle Process Part 3: Measurement Framework (MF) and Organizational Maturity Model (OMM):

Compared with ISO /IEC 30105-3:2016, this document has made the following structural adjustments:

--- Add 9:1 for an overview of the organization maturity level, 9:2 to 9:7 correspond to 9:1 to 9:6 of ISO /IEC 30105-3:2016 respectively:

The technical differences between this document and ISO /IEC 30105-3:2016 and their reasons are as follows:

--- Replaced ISO /IEC 30105-2:2016 with the normative reference GB/T 42749:2-2023 (see Chapter 4, Chapter 5, 8:

1), the degree of consistency between the two documents is modified to adapt to the technical conditions of our country and increase operability;

--- Added normative references GB/T 42749:4-2023, ISO /IEC 33001:2015 (see Chapter 3) to adapt to my country

Technical conditions, increase operability;

--- Chapter 5 Table 1 increases the "process capability level" column to supplement the completeness of the table;

---In Table 2 of Chapter 7, the "process capability characteristic number" column is added to supplement the completeness of the table;

---Compare the additional processes required by the organization in Table 8 to add specific applicable scopes to the basic or extended process groups

Than modified:

The following editorial changes have been made to this document:

---Incorporated the amendments of ISO 30105-3:2016/Amd1:2020, the outer margins of the terms involved are in vertical

Straight double lines (||) are marked;

--- Summarize the first four natural paragraphs in Chapter 5 of ISO /IEC 30105-3:2016, and remove the duplicate content;

---A), b) of 6:2 correspond to a), b), c), d) of 6:2 in ISO /IEC 30105-3:2016;

--- In the "PA4:1 and 4:2" column SDL2, SDL3, TEN3 and TEN5 in Table 7, the degree of achievement is changed to "F" (see 10:6):

Please note that some contents of this document may refer to patents: The issuing agency of this document assumes no responsibility for identifying patents:

Introduction

ITES-BPO services include the business outsourcing process of assigning one or more IT enabling services to the service provider, and the service provider communicates with

Provide services with appropriate technology: The service provider is responsible for managing, delivering, improving and executing outsourced services according to predetermined measurable performance indicators

business process: ITES-BPO services cover diverse business processes such as finance, people management, administration, medical care, banking and

Financial services, supply chain management, hospitality and tourism, media, market research, data analysis, telecommunications, production and processing, etc: These services will provide global

Provide business solutions to customers and form an integral part of the customer's core service delivery chain:

GB/T 42749 specifies the requirements for the life cycle process in the ITES-BPO service industry:

---From the perspective of service providers who perform ITES-BPO services for customers, it provides information applicable to all parties in the ITES-BPO service industry

A standard applicable to any service provider who provides ITES-BPO services to clients under contract in different industries;

--- Covers the entire life cycle of ITES-BPO services, and clarifies the process of good practice;

---Improvement standard, the service provider who implements ITES-BPO service can conduct process capability gap assessment and

Improve;

---Universal standard, applicable to all types and properties of ITES-BPO services;

---Bring clear return on investment to customers and service providers;

--- Improve the consistency, quality and predictability of service delivery:

The main institutions involved in ITES-BPO services and their relationships are shown in Figure 1, including customers, service providers and suppliers at all levels

business: This is basically consistent with the supply chain relationship described in 8:3 of ISO /IEC :20000-1:2018:

Figure 1 Main institutions of ITES-BPO

See Figure 2 for the description of the relationship between the various parts of GB/T 42749:

Figure 2 Relationship between various parts of GB/T 42749

GB/T 42749:1-2023 provides a process reference model, the purpose is to define a set of processes and their process objectives and process results: Pass

The process objectives detail the results of a successful process implementation and deliver a return on investment for stakeholders; the process outcomes are the observable results of the implementation

The results are matched with the business benefits obtained by customers and service providers:

GB/T 42749:2-2023 provides an example model for performing process assessment, which is referenced to the process in GB/T 42749:1-2023

model is based on and directly compatible with: The process dimension is provided through the GB/T 42749:1-2023 external process reference model:

A complete index set of performance and process capability, which extends the ITES-BPO process reference model and process capability measurement framework:

The maturity level clarifies the assessment method, which is helpful for organizations to use the model for process capability level and organizational maturity level assessment:

GB/T 42749:4-2023 defines the terms and concepts of GB/T 42749 and describes the relationship between each part, for process tailoring and application

Provide guidelines to help users understand and apply GB/T 42749:

GB/T 42749:5-2023 provides guidance for the use of GB/T 42749, and also provides guidance for process capability gap assessment:

Assists organizations in process capability gap assessment and process improvement:

This document can be used together with other parts of GB/T 42749 and the assessment methods proposed in ISO /IEC 33002:2015 to conduct

process evaluation:

This document refers to the following sections of ISO /IEC 33020:2015:

a) Chapter 5: Process Capability Measurement Framework;

b) a summary of selected parts of Clause 6: Scoring and summarizing process capability characteristics;

c) Chapter 7: Capability level model:

GB/T 42749 specifies the process requirements for the service provider to implement the ITES-BPO life cycle: It defines the planning, establishing, implementing

The process of implementing, operating, monitoring, reviewing, maintaining and improving its services:

Information Technology IT Enablement Service Business Process Outsourcing

(ITES-BPO) Life Cycle Process Part 3:

Measurement Framework (MF) and Organizational Maturity Model (OMM)

1 Scope

This document establishes the process capability measurement framework and the organizational maturity model, defines the assessment model's assessment process capability level and organizational

maturity level:

This document is applicable to all similar and related processes of service providers measuring ITES-BPO life cycle to ensure service integrity

capability level and organizational maturity level:

2 Normative references

The contents of the following documents constitute the essential provisions of this document through normative references in the text: Among them, dated references

For documents, only the version corresponding to the date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to

this document:

GB/T 42749:2-2023 Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process No: 2

Part: Process Evaluation Model (ISO /IEC 30105-2:2016, MOD)

GB/T 42749:4-2023 Information Technology IT Enablement Service Business Process Outsourcing (ITES-BPO) Life Cycle Process No: 4

Part: Terminology and concepts (ISO /IEC 30105-4:2022, IDT)

ISO /IEC 33004:2015 Information technology process assessment process reference, process assessment and maturity model requirements

ISO /IEC 33020:2015 Information technology process assessment Process measurement framework for assessing process capability (Informationtech-

3 Terms and Definitions

The terms and definitions defined in GB/T 42749:4-2023 and ISO /IEC 33001:2015 apply to this document:

4 Overview of the Process Reference Model

The ITES-BPO life cycle process category (see Figure 3) includes all processes defined in GB/T 42749:1-2023, including