A Balanced Scorecard Approach to Measuring Performance
A balanced scorecard approach to measuring the support services’ performance means measuring multiple attributes to get a complete view of the support services’ engagement. This is achieved by linking business strategies to measurable outcomes. The primary benefit of balanced scorecard when compared to SLAs is that the framework addresses the outsourcing initiative from a strategic holistic point of view. The targets are defined such that it drives behavior by incentivizing performance higher than the required levels.