How do you track the performance of your third-party/outsourced partners?
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Senior Enterprise Architect, Application Consulting in Healthcare and Biotech2 years ago
Establish metrics corresponding to business parameters such as revenue or service level targets. Ensure there are rewards as well as penalties associated with metrics. Be prepared to quantify impact of partners to customer ratings such as NPS.Director ERP Management in Travel and Hospitality2 years ago
Quarterly review of all the tickets and projects is performed for time/speed, quality of work, whether within budget and business impact if any. The budgeting and time factors are usually important for new projects. The business impact is most important for the tickets related to system outage, emergency change implementations or user down time.Director of IT in Healthcare and Biotech2 years ago
A set of mutually agreed CPIs and KPIs are included in the contract. They are reviewed in Monthly Operating Review and Quarterly Business Review. Corrective actions of financial penalties applied based on those review. HEAD IT in Consumer Goods2 years ago
Managing the third party or outsourced partner starts from the day agreement is signed between parties. In agreement all SLA /KPI and penalties related to each SLA & KPI must be well-defined in tangible made. All responsibilities between both parties must be well written. All SLA/KPI and other deliverables must be reviewed by all stakeholders at regular intervals and all payments must be linked with a signoff document done by the team and key stakeholders.IT Strategist in Government2 years ago
As a government organization, the only and preferred method is well defined Statement of Work tied with deliverables schedule.