Tech World
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Activity:
165 views;
last activity : 07 06 2010 20:18:09 +0000
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Define your performance requirements
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Customer Satisfaction
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In terms of QCD - Quality, Cost, Delivery Schedule
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Customers confidence
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If you have clearly defined your needs as a client, you'll get what you want and articulated these in the selection and contract process with your supplier. That would explicitly link to the business outcomes you wish to achieve the financial profits. |
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Performance measurement must follow the usual cycle of validating against the stated objectives and KPI whether it is outsourced or executed through internal resources. Rather than measuring, managing outsourced activities so that they meet stated objectives is a little different and that should be emphasized.
Jack
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As far as I understood, either may be outsourcing or something else, the final measurement is customer satisfaction. I hope the customer satisfaction is only the measure of the performance. As long as the customer is happy, the performance of the people involved are performing well. |
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Customer satisfaction is a very broad statement. I should say succdessful stakjeholder management. This will include customner and people internal to both organizations as well.
An outsource deal is something that brings together two organizations and involves the business model and plans for both. Timely delivery, meeting requirements, customer and stakeholder relationship management and quality control to meet international and previously agreed standards are just a few of the things involved here.
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For projects, the basic measures are Quality, Cost and Delivery Schedule; this can be extended to the outsourcing deals. For example, Quality - # of defects in the delivered product/service, overall customer satisfaction, etc; Cost - in terms of budget overrun; D - # of deliverables given within the committed schedule. Another parameter could be I - Innovation - Value created over and above the contract terms. |
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Yes! I agree with what Thomas has indicated in terms of keeping an yard stick. In addition to this I also agree with the KPIs as indicated by Krishna
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yes definitely quality basically is not determined by the outsourcing companies. The outsourcing companies must keep in mind that the customers opinions and views has to given much priority. the quality does not ensures only the companies policy and measurements. Regards Sanjay |
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