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Performance management of suppliers in outsourcing project: case analysis from the financial services industry

MacKerron, Grant; Kumar, Maneesh; Benedikt, Andreas; Kumar, Vikas

Authors

Grant MacKerron

Maneesh Kumar

Andreas Benedikt

Vikas Kumar



Abstract

This study investigates the characteristics of an effective performance management framework for outsourcing projects in a UK-based financial services organisation and how this may contribute to the success of the outsourcing arrangement. The analysis draws on outsourcing and performance management theory, and uses both primary and secondary data. Valuable information was found on objective setting, performance measurement and performance improvement in the outsourcing project. An adapted version of the Balanced Scorecard, termed a Logic Scorecard, is suggested as a measurement tool; a service credit system and a continuous improvement schedule used to enhance supplier performance. The performance management framework, which is one of the pillars of the supply chain operations reference (SCOR) model, was developed, and provides practitioners with step-by-step guidance for the implementation of performance management in outsourcing projects. This combines both suggestions for performance management before and after the outsourcing decision, thus considering the entire outsourcing lifecycle. The proposed 10-step framework for outsourcing not only incorporates strategic propositions but also shows its implementation at an operational level.

Journal Article Type Article
Acceptance Date Nov 17, 2013
Online Publication Date Feb 12, 2014
Publication Date 2015
Deposit Date Aug 5, 2015
Publicly Available Date Aug 5, 2015
Print ISSN 0953-7287
Electronic ISSN 1366-5871
Publisher Taylor & Francis
Peer Reviewed Peer Reviewed
Volume 26
Issue 2
Pages 150-165
DOI https://doi.org/10.1080/09537287.2013.869702
Keywords Performance management; outsourcing; framework; financial services; case study;
Public URL http://researchrepository.napier.ac.uk/id/eprint/8942
Publisher URL http://dx.doi.org/10.1080/09537287.2013.869702

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