Metrics and Benchmarking: Negotiating Outsource Service Levels

by Michael C. Mah

Today's competitive economy requires companies to extract more leverage using IT at faster speeds and lower cost. Many companies respond to this pressure by making outsourcing alliances a fundamental part of their business strategy. Outsourcing is seen by companies as a way to offload perceived noncore functions in order to focus on their core skills and gain access to an outsourcing vendor's expertise.

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Metrics and Benchmarking: Negotiating Outsource Service Levels July 2001

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