Global IT Outsourcing: Metrics for Success of All Parties

This paper presents a strong case for the use of metrics data that can be measured, in establishing the success of an outsourcing engagement related to Information Technology services or IT enabled services (Back Office Business Processes). It proposes that the success of an outsourcing engagement should mean the achieving of goals of all three parties - the company that outsources the work (Outsourcer) company that is going to perform the outsourced work (Outsourcee) and the end user who uses the product or is a beneficiary of the service. With the use of appropriate metrics, the outsourcer and the outsourcee can mutually position themselves for success with the use of appropriate metrics and ensure that the end user needs are met.