标准摘要
[中文适用范围]： 本文件规定了流程评估模型 (PAM)。它包含 ISO/IEC 30105-1 中定义的 ITES-BPO 生命周期的流程定义以及适用于评估流程能力的模型。PAM 中的结果是明确定义的、可观察的结果，与客户和服务提供商获得的业务利益相一致。PAM 由一组流程绩效和流程能力指标组成。这些指标用作收集客观证据的基础，评估员可据此确定评级。本文件中包含的指标集并非包罗万象，也不旨在全部适用。超集和子集是根据评估的上下文和范围选择的。本文件中的 PAM 针对的是评估发起人和有能力的评估员，他们希望为 ITES-BPO 生命周期流程选择一个模型和相关的记录评估流程，以确定流程能力差距。 [外文原描述]： This document specifies the process assessment model (PAM). It contains process definitions of the ITES-BPO lifecycle defined in ISO/IEC 30105-1 and a model suitable for assessing process capability. The outcomes in the PAM are clearly defined, observable results, aligned to the business benefits derived by the customer and service provider. A PAM consists of a set of indicators for process performance and process capability. The indicators are used as a basis for collecting the objective evidence that enables an assessor to determine ratings. The set of indicators included in this document is not intended to be an all-inclusive set, nor is it intended to be applicable in its entirety. Supersets and subsets are selected according to the context and the scope of the assessment. The PAM in this document is directed at assessment sponsors and competent assessors who wish to select a model and an associated documented assessment process for the ITES-BPO lifecycle processes, for process capability gap determination.
英文名称Information technology - IT Enabled Services-Business Process Outsourcing (ITES-BPO) lifecycle processes - Part 2: Process assessment model (PAM)