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

MacKerron, Grant, Kumar, Maneesh ORCID: https://orcid.org/0000-0002-2469-1382, Benedikt, Andreas and Kumar, Vikas ORCID: https://orcid.org/0000-0002-2469-1382 2014. Performance management of suppliers in outsourcing project: case analysis from the financial services industry. Production Planning and Control 26 (2) , pp. 150-165. 10.1080/09537287.2013.869702

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Abstract

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.

Item Type:	Article
Date Type:	Published Online
Status:	Published
Schools:	Business (Including Economics)
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HG Finance
Uncontrolled Keywords:	performance management, outsourcing, framework, financial services, case study
Publisher:	Taylor & Francis
ISSN:	0953-7287
Date of Acceptance:	17 November 2013
Last Modified:	28 Oct 2022 08:25
URI:	https://orca.cardiff.ac.uk/id/eprint/70658

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