Offshoring Key Performance Indicator
I have been working on Key Performance Indicator and here are some lessons learned:
- Base KPIs on strategy, SLAs and expectations that have been discussed, promised and delivered.
- Have “Numeric” evaluators (for e.g. 1: very satisfied, 2:satisfied, 3:not satisfied)
- Have a column so that the person can motivate the number given above.
- Make sure that the expectations being evaluated had been discussed either in the beginning or on the way, promised & thereby delivered. Take into consideration any factors that can have impacted the outcome that the vendor is not responsible for.
- Compare historically to see if performance has improved or deteriorated.
KPIs can become complicated and difficult to manage in the end. Have a good enough KPI in order to capture the problem areas and bring about improvements.
