Performance management of suppliers in outsourcing project: Case analysis from the financial services industry

MacKerron, Grant; Kumar, Maneesh; Benedikt, Andreas; Kumar, Vikas

Abstract

© 2014 Taylor & Francis. This study investigates the characteristics of an effective performance management framework for outsourcing projects in a UK-based financial services organisation and how this may contribute to the success of the outsourcing arrangement. The analysis draws on outsourcing and performance management theory, and uses both primary and secondary data. Valuable information was found on objective setting, performance measurement and performance improvement in the outsourcing project. An adapted version of the Balanced Scorecard, termed a Logic Scorecard, is suggested as a measurement tool; a service credit system and a continuous improvement schedule used to enhance supplier performance. The performance management framework, which is one of the pillars of the supply chain operations reference (SCOR) model, was developed, and provides practitioners with step-by-step guidance for the implementation of performance management in outsourcing projects. This combines both suggestions for performance management before and after the outsourcing decision, thus considering the entire outsourcing lifecycle. The proposed 10-step framework for outsourcing not only incorporates strategic propositions but also shows its implementation at an operational level.

• Journal Article Type: Article
• Publication Date: Jan 25, 2015
• Publicly Available Date: Jun 6, 2019
• Journal: Production Planning and Control
• Print ISSN: 0953-7287
• Electronic ISSN: 1366-5871
• Publisher: Taylor & Francis
• Peer Reviewed: Peer Reviewed
• Volume: 26
• Issue: 2
• Pages: 150-165
• DOI: https://doi.org/10.1080/09537287.2013.869702
• Keywords: performance management, outsourcing, framework, financial services, case study
• Public URL: https://uwe-repository.worktribe.com/output/843061
• Publisher URL: http://dx.doi.org/10.1080/09537287.2013.869702
• Additional Information: Additional Information : This is an Accepted Manuscript of an article published by Taylor & Francis Group in Production Planning & Control in 2015, available online at: http://www.tandfonline.com/10.1080/09537287.2013.869702