Is the outsourcing contract based on your contract framework (rather than the providers) including innovation and continuous improvement?
Level 3: Measurements
Do you measure and report the relationship and service management processes?
Do your service levels cover provider performance?
Does your service level management show the level of service level fulfillment?
Do you measure and report continuous improvement, innovation initiatives and customer satisfaction?
Level 4: Trust
Are providers' responsibilities sufficiently defined so that providers can determine improvements and optimizationof in-scope service delivery without client interaction?
Do your service levels cover your business needs?
Do you employ alternative pricing models such as outcome-based pricing or gain-sharing models in your outsourcing relationships?
Level 5: Sustained Value
Are your service levels defined in business terms?
Do you discuss new ideas, innovative initiatives and opportunities with your vendors on a regular basis?
Does your outsourcing relationships increase efficiency, quality, and time-to-market?
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