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

MacKerron, Grant; Kumar, Maneesh; Benedikt, Andreas

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• Presentation Conference Type: Conference Paper (unpublished)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