List of survey items
| Construct | Items |
|---|---|
| Business processes | BusPro_1: Global Process Management |
| BusPro_2: Service Management Integration | |
| BusPro_3: Process Owner Responsibilities | |
| BusPro_4: Process Accountability | |
| BusPro_5: Improvement Strategy | |
| BusPro_6: Process Standardization | |
| Governance | Govern_1: Overall Governance |
| Govern_2: Service Delivery Channel Governance | |
| Govern_3: Cross-Channel Integration – Collaboration Forums | |
| Govern_4: Cross-Channel – Service Agreements | |
| Process-aware information systems | IS_1: Automation |
| IS_2: IT/Business Process Integration | |
| IS_3: IT Innovation | |
| Business services | BusSer_1: Functional scale |
| BusSer_2: Business Unit and Geographical scope | |
| Organizational readiness | OrgRead_1: Case for Change |
| OrgRead_2: Readiness | |
| OrgRead_3: Resistance and Buy in | |
| OrgRead_4: Competing Priorities | |
| KSH_1: Global Workforce Planning | |
| Knowledge sharing | KSH_2: Employer of Choice Strategy |
| KSH_3: Skills Matrix | |
| KSH_4: Learning and Development | |
| KSH_5: Career Development | |
| KSH_6: Staff Retention | |
| KSH_7: Culture | |
| SO strategy | SOS_1: Integration of business services in overall Business Strategy |
| SOS_2: Investment Strategy | |
| SOS_3: Value Drivers | |
| SOS_4: Transformation Agenda | |
| SOS_5: Executive Commitment |
| Construct | Items |
|---|---|
| Business processes | BusPro_1: Global Process Management |
| BusPro_2: Service Management Integration | |
| BusPro_3: Process Owner Responsibilities | |
| BusPro_4: Process Accountability | |
| BusPro_5: Improvement Strategy | |
| BusPro_6: Process Standardization | |
| Governance | Govern_1: Overall Governance |
| Govern_2: Service Delivery Channel Governance | |
| Govern_3: Cross-Channel Integration – Collaboration Forums | |
| Govern_4: Cross-Channel – Service Agreements | |
| Process-aware information systems | IS_1: Automation |
| IS_2: IT/Business Process Integration | |
| IS_3: IT Innovation | |
| Business services | BusSer_1: Functional scale |
| BusSer_2: Business Unit and Geographical scope | |
| Organizational readiness | OrgRead_1: Case for Change |
| OrgRead_2: Readiness | |
| OrgRead_3: Resistance and Buy in | |
| OrgRead_4: Competing Priorities | |
| KSH_1: Global Workforce Planning | |
| Knowledge sharing | KSH_2: Employer of Choice Strategy |
| KSH_3: Skills Matrix | |
| KSH_4: Learning and Development | |
| KSH_5: Career Development | |
| KSH_6: Staff Retention | |
| KSH_7: Culture | |
| SO strategy | SOS_1: Integration of business services in overall Business Strategy |
| SOS_2: Investment Strategy | |
| SOS_3: Value Drivers | |
| SOS_4: Transformation Agenda | |
| SOS_5: Executive Commitment |
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