Sample metrics include time to acknowledge routine support calls, programmer response time to production problems, etc.

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value
1.1.1 Customer performance/satisfaction measurement
7.3.1 Respond to information requests
2.4.2 Create and implement outsourcing strategy

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.