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Conclusions

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.