Use Services Benchmarks To Improve Outsourcing Relationships

Services outsourcing contracts are snapshots of outsourcing relationships, ones which reflect the desired relationship when the contract is signed. But life goes on, and services relationships change over the life of a contract. Clients' business requirements, providers' delivery capabilities, and market dynamics all evolve, producing new and innovative solutions and new best practices. Benchmarks can help to highlight how outsourcing relationships — both internally and externally — change. Especially with long-term contracts, sourcing professionals must use benchmarks to adapt services expectations with changing conditions. Benchmark results are often the basis for strategic decisions, tactical improvements, operational adjustments, and management of business expectations. This report shows the importance of benchmarks and their relevance for services outsourcing, answering questions like: What are the important benchmarks for outsourcing relationships and what is necessary to use benchmarks successfully?