by Stephanie Overby

Offshore Outsourcing: Your Monthly Metrics Checklist

Feature
Jun 01, 20031 min
Outsourcing

Otis Elevator tracks these benchmarks monthly to gauge how its offshore work is proceeding.

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