“What gets measured gets done.” Outsourcing consultants often tout this well-known maxim from business management guru Tom Peters in relation to measuring an outsourcing service provider’s performance. But there’s an important aspect that many companies don’t measure – the relationship itself. 

When I talk with outsourcing customers and ask them how – and how often – they assess their relationship rather than the provider’s performance, some answer that they reviewed its status on a dashboard in a governance meeting at least annually. Many answer that they “just know” how the relationship is doing based on the fact that there are… Read the rest