Creator of Knowledge
Information Resources Management Association
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
View Free PDF
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, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-878289-84-1.ch040
ISBN13: 9781878289841
EISBN13: 9781466665316


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.

Body Bottom