Outsourcing–Measuring Success

Service. Value. Quality. Satisfaction
Service. Value. Quality. Satisfaction
Success of Outsourcing engagement: “If we can’t measure it, we can’t manage it.”

Today, outsourcing translates into huge cost savings. This is a well-known fact but is it possible to make sure that the money you are spending is fuelling real progress in the development of your software? With SRM, it’s possible.

TechTrendsIT uses a Performance Scorecard to measure the success of an Outsourced engagement. It measures performance against a range of objectives that includes Service Levels, Value, Quality, and Customer Satisfaction. This provides a balanced view of the health of the total relationship including technical measures to support the attainment of Service Levels. Performance is tracked against preset performance levels on a weekly, fortnightly or monthly basis, depending on client preference.

Key Factors which are managed as part of the SLAs are:
  • Volume of work
  • Quality of work
  • Responsiveness
  • Efficiency
  • Time to market

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