The Service Quality Model, also known as the Gap Model, was developed in 1985
It highlights the main requirements for delivering a high level of service quality by identifying five ‘gaps’ that can lead to unsuccessful delivery of service
The first four gaps are referred to as; Knowledge gap, Design gap, Delivery/Performance gap, and Communications gap. The fifth gap is the total accumulation of variation in gaps 1 through 4 and represents the difference between expectations and perceived service,
Refers to a formula that defines the asset allocation mix of a target date fund, based on the number of years to the target date. The Glidepath creates an asset allocation that becomes more conservative (i.e., includes more fixed-income assets and fewer equities) the closer a fund gets to the target date. The term is derived from an aircraft’s line of descent to land.
GBS is an evolution of the shared services model that goes beyond transactional functions to deliver higher-value work. GBS leverages global opportunities across multiple locations and manages them accordingly to provide services. GBS is an integrated and mature evolution of the shared services model. Its services and objectives are similar to those as of any global multi-functional shared services organization. However, GBS runs activities as a business and operates as a partner rather than service provider.
In short, governance involves the development of processes that bring together the appropriate people, processes and technology to keep your sourcing solution running as a well-run system
Global sourcing is the process of sourcing goods and services from the international market across geopolitical boundaries. (tovább…)