Service Engagements require a continuous flow of information between Capgemini and the Client on all levels. The clearly defined Meeting Framework gives all stakeholders the possibility to keep this flow running in an organized manner. Additionally, its setting creates an environment where the direction, the level, and the content of desired communication is visible to all roles that must be involved. The use of a Meeting Framework is recommended because it creates a face-to-face communication which is the most recommended way to keep up a close relationship.

Defining such a framework mainly comprises the two main flows of communication in a Service Engagement:

• The internal flow - includes the management roles, the team, and the Capgemini management.
• The external flow - includes the Client representatives at the different levels.

The several levels of communication needs may depend on the type of Service Engagement, the contractual agreements, the Client organization, and actual business needs. It is recommended to shape the Meeting Framework on three levels:

• Operational Level.
• Tactical Level.
• Strategical Level.

The meetings at Operational Level are usually conducted on a weekly basis and focus on verification of the current status using a short term view. These meetings may be conducted by the Engagement Team Lead since this role provides the main input to the operational level.

The meetings at the Tactical Level create the main platform for discussing the performance of the last period of the Service Engagement. Additional, it may be used for defining the next steps in terms of scope, changes, improvements, or any related topics for the next period. This meeting must be conducted by the Engagement Manager who may be assisted by the Delivery Manager, or if applicable, the Account Manager.

On the strategical level may occur a meeting semiannually or - at least - yearly. This event serves to review the past period and creates an outlook on the upcoming challenges. Usually, it is chaired by the respective Business Executives.

All sides and levels must be connected by an appropriate flow of information. That means every meeting level on client side should have a similar counterpart within Capgemini. The connection between both sides and the different levels must be developed and described thoroughly to avoid any unnecessary obstacles in the information flow. Particularly, this applies to the following topics:

• Goal of the meeting.
• Participants and their roles.
• Input-descriptions and -format, sources, responsible roles.
• Output-descriptions and -format, destination, responsible roles.
• Sequence and usual place.
• Logs and Minutes - format, distribution.

It may be necessary to have additional meetings which address special topics of the Service Engagement such as Security, Architecture, Innovation, Changes, etc. The Engagement Manager must ensure that all of these meetings are properly designed in terms of their purpose and aligned to the meetings on the three levels. That creates a clearly visible flow of information and decisions throughout the Service Engagement. Concepts from CLF-Operations Meeting Framework such as Daily Stand up Meeting, Weekly Operations Meeting, Monthly Information Meetings etc, can be leveraged while creating the meeting framework.