Copyright 2003 TPI, Inc.
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Benchmarking has a role in successful outsourcing contracts. Its role is that of a tool in the portfolio of
relationship aids. If clients, however, over-use benchmarking in the source-selection process and/or in
the course of an active relationship, they risk prompting service providers to behave in the manner
suggested by the act of benchmarking: the provider will perform to the lowest acceptable level of quality
and adopt a reactive posture in all matters.
Relationships demand more thoughtful and comprehensive approaches that consider their unique
circumstances and that will promote long-term objectives.
Sourcing, done right, works.