Outsourcing: Measuring What Matters -- Part I

by Danny Ertel, Sara Parker Enlow

In this Executive Update, Part I of a three-part series, we'll describe the current state of SLAs and other metrics used in outsourcing -- the good news and the not-so-good news, as well as areas where there may be room for improvement. In Part II, we'll share some solutions and innovative ways that companies are getting better results out of their outsourcing metrics. In the final installment, we'll discuss how to make the case for trying something different, both internally and externally.