Otis Elevator tracks these benchmarks monthly to gauge how its offshore work is proceeding:
- Severity level of incidents (vendor response time)
- Uptime requirements
- Quality metrics, such as turn-back (defect) data capture, root cause analysis and process repair
- Productivity metrics, such as function points per vendor employee
- Performance of tools and data capture methods used for measurement against service-level agreements
- Budget versus actual cost of reporting and analysis
- Capacity utilization and planning
- Workflow automation and process monitoring
