This report is available only to Outsourcing Excellence members. For information on membership, please contact us

Managing supplier performance is becoming increasingly critical as customer/user experience and service quality become priority performance areas for organizations. Typically, the Vendor Management Office (VMO) monitors large outsourcing providers by reviewing their performance in quarterly business reviews – where key metrics in the balanced scorecard are discussed, alert triggers are raised, and remediation plans in case of performance failures are constructed – with leadership buy-in. In this Executive Brief, Everest Group analysts share the key metrics tracked in the performance measurement process and provide best practices for supplier performance score-carding, technology enablement, and remediation planning.

Note: Everest Group publishes executive briefs for senior executives from enterprises. These briefs address hot industry topics and particularly challenging issues of the day in an easy-to-digest format.