Pragmatic Outsourcing

For some reason this month turned out the highest traffic in the history of this blog. It is particular interesting considering that I have not been doing a good job keeping it updated. So I feel obligated to add at least one post before December.

Let me cover some progress I made with my offshore provider I inherited through the M&A process. In particular let me cover some metrics we have established in order to control the relationship. This set of metrics is a preliminary set based primarily on what my vendor could easily retrieve from the tracking systems they already have in place.

A couple months ago we agreed on several metrics and established high level benchmarks. I believe that you can not enforce benchmarks on day one. You should setup goals and see whether they are reasonable to achieve considering multiple factors ranging from abilities of vendor and your own organization to quality of the tools that are used to collect the info.

Here are the metrics we have collected so far:

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