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.

Citation

MacKerron, G., Kumar, M., & Benedikt, A. (2012, July). Performance Management of suppliers of outsourcing projects in the Financial Services Industry. Paper presented at 4th World P&OM Conference and 19th International EurOMA Conference

Presentation Conference Type	Conference Paper (unpublished)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