{"id":3379,"date":"2013-03-05T10:15:24","date_gmt":"2013-03-05T09:15:24","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=3379"},"modified":"2015-01-21T09:55:40","modified_gmt":"2015-01-21T08:55:40","slug":"pilote-de-centre-de-services-un-role-cle-a-professionnaliser","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2013\/03\/pilote-de-centre-de-services-un-role-cle-a-professionnaliser\/","title":{"rendered":"Pilote de centre de services : un r\u00f4le cl\u00e9 \u00e0 professionnaliser"},"content":{"rendered":"

Les DSI sont soumises \u00e0 des objectifs d\u2019excellence op\u00e9rationnelle et \u00e9conomique accrus. Il leur est demand\u00e9 d\u2019actionner tous leurs leviers de performance, notamment en mati\u00e8re d\u2019externalisation.<\/em><\/p>\n

Dans ce cadre, nombreuses sont les DSI \u00e0 transformer leur sous-traitance en mettant en \u0153uvre des Centres de Services (CdS) en lieu et places de leurs r\u00e9gies.<\/em><\/p>\n

Cela leur permet de d\u00e9gager des gains \u00e9conomiques (mutualisation, industrialisation, massification\u2026) et op\u00e9rationnels (qualit\u00e9, flexibilit\u00e9\u2026).<\/em><\/p>\n

Nos retours d\u2019exp\u00e9riences montrent que l\u2019atteinte de ces gains n\u2019est cependant pas automatique et doit \u00eatre mise sous contr\u00f4le.<\/em><\/p>\n

Mais comment optimiser la performance de mes centres de services ? Nommez un pilote et donnez-lui les moyens d\u2019agir.<\/em><\/p>\n

Le pilote garant de la performance de son centre de services<\/h2>\n

Le pilote est d\u2019abord un facteur cl\u00e9 du succ\u00e8s de la mise en place d\u2019un centre de services. Il s\u2019assure que tout est mis en \u0153uvre aussi bien chez le fournisseur qu\u2019en interne pour garantir la qualit\u00e9 et la fluidit\u00e9 de la fourniture du service en r\u00e9gime stabilis\u00e9. Il s\u2019assure \u00e9galement\u00a0 de l\u2019acquisition par le fournisseur des comp\u00e9tences n\u00e9cessaires \u00e0 la fourniture du service et \u00a0supervise la mise en place d\u2019une gouvernance, de processus et de modes de fonctionnements adapt\u00e9s. Enfin, activit\u00e9 trop souvent encore n\u00e9glig\u00e9e, il s\u2019assure de l\u2019accompagnement du changement en interne vers les nouveaux modes de fonctionnements induits par les centres de services.<\/p>\n

Le pilote est en quelque sorte le garant de la performance du centre de service dans la dur\u00e9e. V\u00e9ritable relai entre les internes et le fournisseur, il donne de la visibilit\u00e9 au prestataire sur son plan de charge, lui permettant d\u2019adapter son staffing<\/em> pour une meilleure efficacit\u00e9, partage mensuellement avec tous une vision globale de la performance du dispositif et conduit les plans d\u2019am\u00e9lioration de cette performance. Enfin, d\u00e9tach\u00e9 des \u00e9changes op\u00e9rationnels, il s\u2019assure que tout est mis en \u0153uvre pour qu\u2019une relation de confiance durable se maintienne entre le fournisseur et les internes.<\/p>\n

Donnez aux pilotes les moyens d\u2019agir\u00a0!<\/h2>\n

Pour tirer les b\u00e9n\u00e9fices de ce nouveau r\u00f4le, la DSI doit professionnaliser ce dernier et l\u2019inscrire pleinement dans son organisation.<\/p>\n

Les pilotes s\u2019appuient au quotidien sur des comp\u00e9tences av\u00e9r\u00e9es de pilotage d\u2019engagements, sur des capacit\u00e9s relationnelles fortes mais \u00e9galement sur une somme de bonnes pratiques propres au fonctionnement des centres de services. La DSI doit ainsi faciliter l\u2019acquisition de ces comp\u00e9tences et s\u2019assurer de leur maintien sur la dur\u00e9e. Au-del\u00e0 des n\u00e9cessaires formations<\/strong>, il existe des dispositifs communautaires performants<\/strong>\u00a0; par ce biais, les pilotes se retrouvent pour b\u00e2tir une culture de pilotage commune.<\/p>\n

Ensuite, le r\u00f4le et les missions<\/strong> du pilote de centre de service doivent \u00eatre partag\u00e9s par tous<\/strong> les acteurs de la DSI. Comme tout r\u00f4le transverse, il sera indispensable d\u2019identifier et de partager avec tous les leviers d\u2019actions du pilote, sans quoi il ne saura faire un travail efficace. La l\u00e9gitimit\u00e9 du pilote dans ses actions sera renforc\u00e9e par la pr\u00e9sence\/formalisation de ce r\u00f4le dans l’organisation et dans les processus de la DSI.
\nEn particulier, le partage des responsabilit\u00e9s entre la ligne manag\u00e9riale et les pilotes doit \u00eatre clairement \u00e9tabli.<\/p>\n

Enfin, le pilote doit pouvoir s\u2019appuyer sur un outillage de qualit\u00e9<\/strong> pour mesurer et partager la performance de son centre de services. L\u2019automatisation du calcul des indicateurs et de la g\u00e9n\u00e9ration des tableaux de bord renforcent la qualit\u00e9 du pilotage et permettent au pilote de se consacrer \u00e0 ses activit\u00e9s \u00e0 plus forte valeur ajout\u00e9e.<\/p>\n

Somme toute, cr\u00e9er un r\u00f4le de pilote, le professionnaliser et l\u2019inscrire dans l\u2019organisation d\u2019une entreprise s\u2019av\u00e8rent \u00eatre de vrais leviers d\u2019optimisation notamment en mati\u00e8re de\u00a0 performance unitaire des centres de services. Mais, plus encore, ce pilote sera un relais pr\u00e9cieux dans l\u2019\u00e9tablissement d\u2019une relation partenariale avec vos fournisseurs, garante d\u2019une performance globale !<\/p>\n","protected":false},"excerpt":{"rendered":"

Les DSI sont soumises \u00e0 des objectifs d\u2019excellence op\u00e9rationnelle et \u00e9conomique accrus. Il leur est demand\u00e9 d\u2019actionner tous leurs leviers de performance, notamment en mati\u00e8re d\u2019externalisation. Dans ce cadre, nombreuses sont les DSI \u00e0 transformer leur sous-traitance en mettant en…<\/p>\n","protected":false},"author":1269,"featured_media":3385,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[35],"tags":[995,992,993,243,991,994,142],"coauthors":[],"class_list":["post-3379","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie-projets-it","tag-alternative-regie","tag-centre-de-services-cds","tag-interface","tag-organisation","tag-pilote","tag-prestation-externalisee","tag-transformation"],"acf":[],"yoast_head":"\nPilote de centre de services : un r\u00f4le cl\u00e9 \u00e0 professionnaliser - SolucomINSIGHT<\/title>\n<meta name=\"description\" content=\"Les DSI sont soumises \u00e0 des objectifs d\u2019excellence op\u00e9rationnelle et \u00e9conomique accrus. 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Cela leur permet de d\u00e9gager des gains \u00e9conomiques (mutualisation, industrialisation, mutualisation\u2026) et op\u00e9rationnels (qualit\u00e9, flexibilit\u00e9\u2026).\" \/>\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\/2013\/03\/pilote-de-centre-de-services-un-role-cle-a-professionnaliser\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Pilote de centre de services : un r\u00f4le cl\u00e9 \u00e0 professionnaliser - SolucomINSIGHT\" \/>\n<meta property=\"og:description\" content=\"Les DSI sont soumises \u00e0 des objectifs d\u2019excellence op\u00e9rationnelle et \u00e9conomique accrus. Il leur est demand\u00e9 d\u2019actionner tous leurs leviers de performance, notamment en mati\u00e8re d\u2019externalisation. 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