There is a growing trend to implement effective performance measurement systems and frameworks (KPI’s and SLA’s) for subcontracted and outsourced functions, but very few organizations measure their internal services with the same tools.
You turn to outsourcing because you are not getting results, but how much effort have you put into measuring internal results and using the measurements to improve what you do?
Putting measures in place internally can be even more challenging, but it may be well worth the effort.
Measurement is critical (internal and of outsourced processes). Measurement is required if both sides are to form a true partnership that can be expressed as win / win. The process of measuring builds a basis of trust. The Software Process and Measurement Cast 56 (www.spamcast,net) explores measurement in sourcing relationships.