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Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Implementing Practical Metrics in an Outsourcing Environment

Implementing Practical Metrics in an Outsourcing Environment
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Author(s): Eugene G. McGuire (American University, USA) and Karen A. McKeown (Keane, Inc., USA)
Copyright: 2000
Pages: 4
Source title: Challenges of Information Technology Management in the 21st Century
Source Editor(s): Mehdi Khosrow-Pour (Information Resources Management Association, USA)
DOI: 10.4018/978-1-878289-84-1.ch040

Abstract

IT firms that specialize in outsourcing must provide assurances to their customers that they are adding value to that business relationship. The purpose of this paper is to describe a practical set of metrics that are focused on customer satisfaction and that are easily understood by both customer and developer organizations. The metrics established by Keane, Inc., a large US-based IT services firm, are based upon the goals and concepts of the Software Engineering Institute’s (SEI) Capability Maturity Model (CMM®) for software.

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