Service Center Governance

Several regular meetings involving various organizational levels of TMF and the client will take place to ensure Service Center activities continue to align with the client’s strategic objectives.

• Steering Committee: This committee will consist of executive management from the client and TMF. The Steering Committee meets on a quarterly basis and performs the following roles:
  
• Approving all major plans for the Service Center functional teams
• Arbitrating any major issues that cannot be resolved by the Agents Committee (see below)
  
• Ensuring changes in future direction are communicated and understood by all parties
  
• Agents Committee: This committee will consist of designated senior managers of the client and TMF. This group will meet on a monthly basis and performs the following roles:
  
• Monitoring the quality of work produced by the Service Center and the effectiveness of the Service Center organization
• Reviewing and revising as necessary the Rules of Engagement between the client and TMF
• Arbitrating any major issues that cannot be resolved by the client project managers and Service Center team leads