Gartner Research

Unlock Value From Outsourcing With Relationship KPIs to Improve Service Provider Performance

Published: 21 August 2013

ID: G00250343

Analyst(s): Ruby Jivan


An outsourcing engagement can go beyond contractual obligations when both parties develop a relationship of trust, founded on clear objectives that are mutually beneficial. We provide relationship key performance indicators sourcing managers can use to proactively monitor their vendor relationship.

Table Of Contents
  • Key Challenges



  • Implement Relationship Measurements to Provide Proactive Health Checks of the Engagement
    • Action Items
  • Delivery Leads Require Interpersonal and Team Building Skills to Develop Valuable Relationships
    • Action Items
  • Develop Communication Mechanisms to Cultivate Teamwork, Trust and Rapport
    • Action Items

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