ESCM-eSourcing Capability Model
Process Improvement Framework
eSCM/CMMI is a service mark of Carnegie Mellon University.It includes

84 Best Practices

Applicable across the Sourcing Lifecycle

Provides cross-organizational coverage

Provides a road map for continuous process improvement

COPC and eSCM intent & structure
  1. COPC Performance Management System is a set of management practices for customer-centric service operations designed to:
    1. Reduce cost while providing ‘excellent’ service
    2. Improve customer satisfaction  through improved ‘service and quality’
    3. Positively impact revenues


  1. COPC is a uni-dimensional framework with 4 key elements or components:
    1. Drivers: Leadership & Planning
    2. Enablers: People & Process
    3. Results / Goals: Performance
  1. COPC consists of 32 Items


  1. eSCM – SP is an Organizational Framework for providers operating in the BPO and IT Management space.  It is designed to enable:
    1. Effective formation, management and expansion of sourcing relationships
    2. Governance and control of business operations to maximize value to all stakeholders [customers, employees, suppliers and partners]
  2. eSCM – SP is a three dimensional process improvement framework with:
    1. 10 Capability Areas
    2. 3 Sourcing Lifecycle Phases
    3. 5 Levels of Capability as a road map for improvement
  3. eSCM – SP consists of 84 Best -Practices


eSCM ~ Sourcing Lifecycle
eSCM ~ Organization Process Capability
eSCM ~ Level Characteristics

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