It has been long accepted that when you measure a process, the outcomes improve. Every top class operations team has dashboards, tickers, whiteboards, and a raft of other measurement tools. Why would we drop that approach when we use a separate service provider, be they outsources or in a shared service centre?
It is true that the measures are different – we report weekly or monthly, and focus on business outcomes rather than reporting hourly or daily on internal process measures. But the principle is the same… You get what you measure, so you better measure what you want.
ServiceFrame provides a way for organisations to measure the performance of outsourced services. It is transparent and rigorous, allowing historical trends to be reviewed and analysed. It creates and maintains ownership for the reporting process, ensuring that reports are produced on time. It allows organisations to compare and present data across providers, services, geographies and deals.
ServiceFrame drives substantial financial value in the deals it supports. In smaller deals, as small as €25,000 per annum, a 5% improvement in the deal’s performance will more than cover the cost of ServiceFrame. In larger deals, a return on investment of over 1000% is easily attainable. All these returns are annual paybacks – a key factor in the cost–conscious business environment we are all working in.
If you would like to know more about how ServiceFrame can help you drive more value from your service providers, have a look at www.serviceframe.com. We would be happy to help you pull together a specific business case to show the ROI for your business.
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