Managing Sourcing Relationships

Creating meaningful Key Performance Indicators in organisations can be extremely difficult.  The problem is even more acute when it comes to KPIs in Service Level Agreements.  We are helping our clients to manage and track performance against KPIs effectively.  But sometimes the problem is more fundamental than just management – the question some organisations are asking is are they actually measuring the right things?  Our SLA Toolkit is a rich source of KPIs for many individuals and organisations who are creating specific SLAs for the first time.  But it acts as a guide only.  The truth is that every organisation needs to think about their KPIs very deliberately and very clearly – so they are getting performance information on issues that really matter to them.  More and more conversations we are having now go to the root of exactly what it is that organisations are measuring.  I have decided to note down some of the insights I have gained from people who are expert in this area; Continue reading »