One of the questions I received recently was about reverse KPIs. What are they and why are they used? All relationships require activity and commitment on both sides – this is particularly true in outsourcing and shared services. It is sometimes assumed that Service Level Agreements outline all the services that they must be undertaken by service providers and that they are then used by clients to express dissatisfaction and enforce penality clauses. In reality many Service Level Agrements now accurately reflect the activities that must be undertaken on both sides to ensure that the SLA is succesful. Lets take an example.
Managing Sourcing Relationships
Drive World Class Governance
