Implementation of Balanced Scorecard in Outsourcing Industry

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Implementation of Balanced Scorecard in Outsourcing Industry
Akrant Kumar Jaiswal, Accountant, India

Hi, could someone share his/her experience of implementing the BSC in outsourcing industry? Especially the KPIs which were taken into consideration. Thank you..

Implementation of BSC in Outsourcing Industry
Paul Maguire, Business Consultant, United States
Implementing the BSC in an outsourcing industry is really no different than developing one for any organization. The four perspectives still apply. Of course the internal processes associated with servicing your clients are very important, but they drive your customer value proposition like other organizations. As for specific KPI’s, first focus on the objectives that are important to you. You can use sources like kpilibrary dot com for specific measures but please let the objectives drive which measures you use. I suspect that turnaround time and up time will be key metrics.



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