Engagement Health Index (EHI) An Internal Controls Review Model deployed across IBM Daksh CGD  

Oleh:

Pandey, Abhishek ; Mahajan, Saurabh

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-8.
Topik: EHI; Compliance Index; Stability Index; Growth Index
Fulltext: A_Pandey_IBM_Engagement_Health_Index.pdf (75.3KB)

Isi artikel

Engagement Health Index (EHI) is an Internal Controls Review Model focusing on proactive identification & mitigation of Key Business Risks across IBM Daksh CRM accounts, through a focused and measurable approach. The model encompasses assessment of 7-Key Business Impact areas of each engagement, utilizing a sample based testing. These areas are: 1. IBM policies & procedures 2. Customer Satisfaction 3. Employee Engagement 4. Contractual & Regulatory Requirements 5. Information Security & Data Privacy 6. Profitability & Revenue 7. Client Relationship Management The L1 Impact Areas are further broken down into L2 areas which are assessed to determine overall Engagement Health Index as well as the Compliance, Growth & Stability levels of the engagement on a scale of 1 to 100. The review is completed at a semi-annual frequency and is followed through with timely closure & validation of opportunities highlighted through reviews. All key risks are closed at priority. The model, which was rolled out in 2009 beginning, has helped identify key opportunities related to contractual non-adherence, billing inaccuracies, delays & misses, Information security vulnerabilities, opportunities for cost reduction through ratio, seat optimization and revenue increase through efficiency enhancement. All the above opportunities were closed successfully in collaboration with concerned stakeholders. Overall improvement in health was noted in subsequent reviews for more than 90% of engagements. Comparison of 2009 and 2010 (YTD) health, highlights the following improvements: a) Growth aspects improved from 84% to 86% on account of improved resource planning, client feedback and continuous improvement efforts b) Compliance levels improved from 67% to 79% with better contractual adherence and reduced information security vulnerabilities c) Stability aspects improved from 69% to 77% with help of enhanced Business Process Management System compliance & SLA management

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