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Implementing Practical Metrics in an Outsourcing Environment
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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