Gartner Research

Best Practices in HR BPO Metrics, Governance and Contracts

Published: 09 December 2013

ID: G00248886

Analyst(s): Morgan Yeates


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



  • 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

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