{"id":2071,"date":"2012-07-31T17:11:48","date_gmt":"2012-07-31T16:11:48","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=2071"},"modified":"2015-01-21T09:57:02","modified_gmt":"2015-01-21T08:57:02","slug":"les-centres-de-services-une-transformation-impactante-pour-vos-collaborateurs","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2012\/07\/les-centres-de-services-une-transformation-impactante-pour-vos-collaborateurs\/","title":{"rendered":"Les centres de services : une transformation impactante pour vos collaborateurs !"},"content":{"rendered":"

Dans un contexte tendu o\u00f9 la performance \u00e9conomique est au centre des attentions, les DSI se fixent des objectifs toujours plus ambitieux de flexibilit\u00e9 et de productivit\u00e9. Revoir le paysage de la sous-traitance en rempla\u00e7ant les r\u00e9gies par des centres de services est aujourd\u2019hui une r\u00e9ponse largement d\u00e9ploy\u00e9e au sein des DSI\u2026 Quel impact cela a-t-il\u00a0? Comment r\u00e9agissent les collaborateurs en interne\u00a0? Quelles bonnes pratiques suivre\u00a0?<\/em><\/p>\n

Une ma\u00eetrise du pilotage sur la dur\u00e9e<\/h2>\n

Les centres de services sont vecteurs de performance \u00e9conomique\u00a0: ils\u00a0permettent une massification combin\u00e9e \u00e0 des gains de productivit\u00e9. L\u2019\u00e9volution vers des m\u00e9canismes d\u2019engagement de r\u00e9sultats et de facturation en fonction du volume d\u2019activit\u00e9 permet en outre une meilleure ma\u00eetrise de la qualit\u00e9 de service et des co\u00fbts. Mais cela requiert un effort sur la dur\u00e9e.<\/p>\n

Prenons par exemple les indicateurs \u00ab\u00a0past\u00e8ques\u00a0\u00bb\u00a0(\u00ab\u00a0vert\u00a0\u00bb du c\u00f4t\u00e9 fournisseur mais \u00ab\u00a0rouge\u00a0\u00bb c\u00f4t\u00e9 client). Pour s\u2019en pr\u00e9munir et ma\u00eetriser le pilotage dans le temps, des indicateurs doivent \u00eatre fix\u00e9s et conduire \u00e0 une am\u00e9lioration. Ils doivent impliquer une contrainte raisonnable sur le prestataire, et \u00eatre en ligne avec les attentes de qualit\u00e9 de service du client\u2026 La mise en place de ce pilotage vertueux et incitatif conduit naturellement \u00e0 une performance et am\u00e9lioration continues.<\/p>\n

Une optimisation du quotidien qui passe par de nouveaux process et outils <\/strong><\/h2>\n

La mise en place de centres de services s\u2019accompagne aussi de difficult\u00e9s dans la gestion de la relation au quotidien avec le fournisseur. Le passage du \u00ab\u00a0faire\u00a0\u00bb au \u00ab\u00a0faire-faire\u00a0\u00bb dans une logique d\u2019unit\u00e9 d\u2019\u0153uvre est souvent per\u00e7u comme un accroissement de \u00ab\u00a0paperasserie \u00bb souvent incontournable\u00a0: formalisation des demandes, contr\u00f4le des r\u00e9sultats. Une bonne pratique\u00a0: mettre en place un outil de gestion de la demande pour simplifier et homog\u00e9n\u00e9iser le traitement op\u00e9rationnel des demandes, automatiser la facturation (via une interface avec le workflow<\/em> achat) et faciliter le pilotage (en calculant automatiquement certains indicateurs contractuels).<\/p>\n

Au-del\u00e0 des process, il faut \u00e9galement penser aux outils \u00e0 mettre \u00e0 disposition des collaborateurs pour r\u00e9pondre aux probl\u00e9matiques r\u00e9currentes relatives aux moyens logistiques et techniques : quelles solutions techniques pour permettre au centre de services de travailler depuis son site\u00a0? Quels outils pour partager la documentation ? Quelles conditions de fourniture de postes de travail, de logiciels\u00a0?<\/p>\n

Rassurer, accompagner et former les collaborateurs\u00a0: le triptyque de la r\u00e9ussite<\/strong><\/h2>\n

Les collaborateurs internes sont au c\u0153ur de cette transformation de la sous-traitance. Il est n\u00e9cessaire de ne pas n\u00e9gliger la conduite de changement\u00a0:<\/p>\n

1 \u2013 En les rassurant<\/strong><\/h4>\n

L\u2019\u00e9mergence des centres de service concentr\u00e9s sur des p\u00e9rim\u00e8tres d\u2019activit\u00e9s (d\u00e9veloppement, administration, architecture\u2026) suscite chez eux des interrogations sur leur positionnement et leur \u00e9volution qui peuvent vite devenir anxiog\u00e8nes. L\u2019\u00e9tape pr\u00e9alable au d\u00e9ploiement des centres de services consiste ainsi \u00e0 clarifier la position du centre de service dans la strat\u00e9gie de sourcing et vis-\u00e0-vis des collaborateurs. Ensuite, ce nouveau mod\u00e8le doit d\u00e9montrer sa pertinence, notamment par rapport \u00e0 des mod\u00e8les type \u00ab\u00a0r\u00e9gie\u00a0\u00bb o\u00f9 la performance est peu factualis\u00e9e. La mise en place d\u2019un tableau de performance et sa communication \u00e0 tout niveau dans l\u2019organisation permet rapidement de montrer la valeur ajout\u00e9e apport\u00e9e et de rassurer l\u2019ensemble des acteurs.<\/p>\n

2 \u2013 En les accompagnant<\/strong><\/h4>\n

Le passage en centre de service implique une \u00e9volution voire une r\u00e9volution des modes de fonctionnement (travail \u00e0 distance, pilotage par les indicateurs\u2026) qui doit \u00eatre appropri\u00e9e par les collaborateurs. Par ailleurs, il est important de bien les accompagner sur les nouveaux process et outils\u00a0: mise \u00e0 disposition compl\u00e8te d\u2019une offre de services, d\u2019un document p\u00e9dagogique sur l\u2019intranet\u2026).<\/p>\n

3 \u2013 En les formant<\/strong><\/h4>\n

De nouvelles opportunit\u00e9s s\u2019offrent aux collaborateurs travaillant avec un centre de services. C\u2019est l\u2019occasion pour eux de gagner en responsabilit\u00e9 et en proactivit\u00e9 au travers d\u2019activit\u00e9s de pilotage n\u00e9cessitant rigueur et prise de hauteur. Autant de qualit\u00e9s n\u00e9cessaires et sur lesquelles se former pour cadrer, challenger et valider les prestations des centres de services\u00a0: pilotage de projet, animation de contributeurs multiples, formalisation synth\u00e9tique\u2026 Ainsi, pour accompagner ses collaborateurs, la DSI a un devoir de formation et de valorisation des comp\u00e9tences acquises ou \u00e0 d\u00e9velopper.<\/p>\n

Mobiliser l\u2019ensemble du management\u00a0: l\u2019\u00e9tape incontournable <\/strong><\/h2>\n

La mobilisation du management est la cl\u00e9 de la transformation. Le top management doit, et ceci est souvent sous-estim\u00e9, donner la vision et sponsoriser la mise en \u0153uvre. La mobilisation du management op\u00e9rationnel est souvent autant n\u00e9glig\u00e9e qu\u2019elle est primordiale. Primordiale car ces acteurs seront les relais de proximit\u00e9 de la transformation. Ils devront accompagner leurs collaborateurs dans l\u2019\u00e9volution de leur m\u00e9tier. Par ailleurs, ces managers op\u00e9rationnels seront certainement \u00e9galement en plein questionnement sur l\u2019impact de la mise en \u0153uvre des centres de services sur leur activit\u00e9.<\/p>\n

Ainsi, pour r\u00e9ussir la mise en place d\u2019un centre de services, voil\u00e0 autant de challenges \u00e0 relever pour la DSI. Un travail endurant mais qui fait ses preuves.<\/p>\n","protected":false},"excerpt":{"rendered":"

Dans un contexte tendu o\u00f9 la performance \u00e9conomique est au centre des attentions, les DSI se fixent des objectifs toujours plus ambitieux de flexibilit\u00e9 et de productivit\u00e9. Revoir le paysage de la sous-traitance en rempla\u00e7ant les r\u00e9gies par des centres…<\/p>\n","protected":false},"author":59,"featured_media":6344,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[35],"tags":[584,257,586,585,247,100,142],"coauthors":[818],"class_list":["post-2071","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie-projets-it","tag-centres-de-services","tag-conduite-du-changement","tag-flexibilite","tag-performance-economique","tag-productivite","tag-sourcing","tag-transformation"],"acf":[],"yoast_head":"\nLes centres de services : une transformation impactante pour vos collaborateurs ! - RiskInsight<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riskinsight-wavestone.com\/2012\/07\/les-centres-de-services-une-transformation-impactante-pour-vos-collaborateurs\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les centres de services : une transformation impactante pour vos collaborateurs ! - RiskInsight\" \/>\n<meta property=\"og:description\" content=\"Dans un contexte tendu o\u00f9 la performance \u00e9conomique est au centre des attentions, les DSI se fixent des objectifs toujours plus ambitieux de flexibilit\u00e9 et de productivit\u00e9. 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