APPENDIX F: PERFORMANCE

You will definitely and unequivocally need performance measures to cover all aspects of a service arrangement:

•Costs, benefits realised and value obtained.

•Performance and customer satisfaction.

•Delivery improvement and quantified added value.

•Delivery capability.

•Success criteria.

•Relationship strength and responsiveness.

It is important that the measures of performance you choose (and that really should be specified in the contract and in any SLA) offer clear and demonstrable evidence of the success (or otherwise) of the relationship.

Once chosen, the requirements, or questions, that lead to knowing that underpinning performance measures have been met, should be the primary focus for contract management. They should ...

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