INTERNATIONAL ISO/IEC STANDARD 30105-5 First edition 2016-11-15 Information technology IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes - Part 5: Guidelines Technologies de I'information - Processus du cycle de vie de la delocalisation du processus d'affaires des services activés par IT - Partie 5: Lignes directrices Reference number IS0/IEC 30105-5:2016(E) TE( @ IS0/IEC 2016 IS0/IEC 30105-5:2016(E) COPYRIGHT PROTECTED DOCUMENT IS0/IEC 2016, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form writtenpermission.Permission canberequestedfromeitherIsOattheaddressbelow orIso'smemberbodyinthecountryof the requester. ISO copyright office Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyright@iso.org www.iso.org ii @ IS0/IEC 2016 - All rights reserved IS0/IEC 30105-5:2016(E) Contents Page Foreword ..iv Introduction. ..V 1 Scope. ..1 2 Normative references 3 Terms and definitions 4 Purpose 5 ITES-BPO process context. 3 6 ITES-BPO process structure ..4 7 Stakeholders and stakeholder value definition 8 Process reference model. ..10 9 Process assessment model. ..11 10 Framework for assessment of process capability ..15 10.1 Components of assessment. ..15 10.2 Measurement framework. ..17 11 Organization maturity model ..19 12 Process capability assessment. .22 12.1 Process capability initiation. .22 12.2 .22 13 Process risk determination .24 13.1 Process risk determination Introduction .24 13.2 Process risk determination - Steps. .25 13.2.1 Step 1 Initiate process risk determination 25 13.2.2 Step 2 Set target capability .26 13.2.3 Step 3 Assess current capability .26 13.2.4 Step 4 - Determine proposed capability .26 13.2.5 Step 5 Verify proposed capability 27 13.2.6 Step 6 Analyse process related risks and act on results .27 14 Process improvement .28 14.1 Process improvement - purpose and outcomes 28 14.2 Types of process improvement. 28 14.3 Process improvement programme. 30 14.3.1 Examine organization's business goals to set improvement objectives 30 14.3.2 Initiate process improvement cycle 31 14.3.3 Identify improvement areas.. .32 14.3.4 Analyse assessment strengths and weaknesses 32 14.3.5 Revieworganizational improvementobjectives 33 14.3.6 Generate and identify improvement areas .33 14.3.7 Derive action plan. .33 14.3.8 Implement improvements 34 14.3.9 Monitoring implementation. 35 14.3.10 Confirm improvements 35 14.3.11 Sustain and monitor improvements .35 Bibliography .37 @ IS0/IEC 2016 - All rights reserved ii