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Performance Management of suppliers of outsourcing projects in the Financial Services Industry.

MacKerron, Grant; Kumar, Maneesh; Benedikt, Andreas

Authors

Grant MacKerron

Maneesh Kumar

Andreas Benedikt



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 can contribute to the sustainable success of its outsourcing project arrangements. The analysis draws on outsourcing and performance management theory, and uses both primary and secondary data. A Balanced Scorecard is suggested as a measurement tool and a service credit system and a continuous improvement schedule used to enhance supplier performance.

Presentation Conference Type Conference Paper (unpublished)
Conference Name 4th World P&OM Conference and 19th International EurOMA Conference
Start Date Jul 1, 2012
End Date Jul 5, 2012
Publication Date 2012
Deposit Date Aug 5, 2015
Publicly Available Date Aug 5, 2015
Peer Reviewed Peer Reviewed
Keywords Performance management; outsourcing projects; Financial Services Industry;
Public URL http://researchrepository.napier.ac.uk/id/eprint/8945
Contract Date Aug 5, 2015