Outsourcing Dilemma: The Search for Competitiveness, The

Service performance measures

Each group of users should be required to detail their service reporting needs. Ideally these users should start by documenting how this service has traditionally been achieved followed by the changes they now wish to see and the reasons for them. If advisers are involved they should be requested to independently document any changes or improvements they would recommend. Although this will involve a small amount of additional time and effort when compared to the combined project approach, it does allow senior management the opportunity to double check that errors are not made due to ’too many cooks’ being involved. Although the service provider will eventually have a strong input to these measures, it makes good ...