Gartner Research

Best Practices in HR BPO Metrics, Governance and Contracts

Published: 09 December 2013

ID: G00248886

Analyst(s): Morgan Yeates

Summary

This document describes best practices for specifying key metrics in the four largest HR business process outsourcing service areas and addressing related contract and governance issues. It will guide HR BPO buyers and their teams when negotiating contracts.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • The Criticality of Monitoring Metrics
  • Key Metrics for HR BPO
  • Key Metrics for Payroll BPO
    • Payroll BPO Challenges for Buyers and Providers
  • Key Metrics for Benefits Administration BPO
    • Benefits Administration BPO Challenges for Buyers and Providers
  • Key Metrics for Recruitment Process Outsourcing
    • RPO Challenges for Buyers and Providers
  • Key Metrics for Learning BPO
    • Learning BPO Challenges for Buyers and Providers
  • Key Metrics for BPO in Other HR Areas
  • Monitoring HR BPO Metrics Must Include Governance Structure
  • BPO Definition

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.