Despite benchmarking IT budgets or other parameters on a company level (a typical example being “IT cost vs. revenue”) or to compare basic data such as “dayrates of an offshore contract”, the authors see challenges when outsourcing users want to understand their - and their service provider’s - performance on a project level. The goal is to be able to identify the major drivers for improvement and tackle them. A direct exchange of lessons learnt and experience between different users are explicitly encouraged.
In September this year, several large and mid-sized companies, being experienced users of outsourcing services, set up a “users-only” benchmark working group to determine and jointly agree on a common set of parameters which are suitable to compare outsourcing services on an operational level. The main areas of interest are, first, quality and performance; and second, costs for the outsourced services. The major challenges are to have a well-defined and commonly accepted method of calculating the benchmarking parameters being based on easily measurable input. Furthermore, this method should be independent from users, processes and company specifics to guarantee a “realistic” comparison of different projects.
Keine Kommunikationsobjekte vorhanden.
