Tracking the right metrics is essential for managing your outsourcing relationships effectively. This article highlights the key performance indicators (KPIs) you should monitor to keep your outsourcing on track.
Why Tracking Metrics Matters
- Ensures accountability
- Supports continuous improvement
- Builds trust with partners
- Identifies red flags early
Top Metrics for Outsourcing
1
SLA Adherence
How consistently does the partner meet agreed service levels?
2
First-Time Right Rates
What percent of work is done correctly on the first try?
3
Turnaround Times
Is the delivery happening on schedule?
4
Error Rates
Track defects, mistakes, or rejected deliverables.
5
Customer Satisfaction
Include CSAT or NPS scores if end-customers interact with the vendor.
6
Cost Savings
Measure actual savings versus planned budgets.
Best Practices for Metrics
- Review regularly with vendors
- Share dashboards transparently
- Align KPIs to your business goals
Conclusion
Tracking the right metrics ensures your outsourcing partnerships deliver the promised value, every time.
