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.