Phase 1 - Full Report

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Page 49 of 143

Potential Service Delivery Model The future vision is for a balanced service delivery model that aligns appropriate resources to processes; establishes service level agreements; and measures outcomes Support Services •Transaction-oriented, volume sensitive services •Specialized functional expertise available to multiple faculties The new model reflects leading practices for support services that have been demonstrated to enhance service delivery, increase job satisfaction and lower costs The new model positions York to operate more successfully within its environment and better achieve strategic goals Critical Success factors to enabling the Service Delivery Model are: Faculties •Organizational unit for accountability and performance measurement •Delivery of Core Academic and Research Functions •Resource accountability •Strategic or unique functions •Has own strategy, competitors and customers Central Administration •Administrative strategy and policy •Resource allocation–people, capital •Strong technical experts as strategic resource •Functional leadership and standards •Performance management • Alignment of resources to processes • Measurement of the processes • Service level agreements that support the processes • Effective Accountability Framework such that all parties in the process understand the actions that need to be taken when a process is not operating as expected PwC 11/03/2011 50

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