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Publications Archive: Measurement and the eSCM-SP v2

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Mark Paulk, Shari Dove, Subrata Guha, Elaine Hyder, Majid Iqbal, Kathy Jacoby,
David Northcutt, George Stark

January 21, 2005
Measurement | PDF (1.12 M)

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Abstract
The eSourcing Capability Model for Service Providers (eSCM-SP) is a "best practices" capability model. It provides guidance to service providers on improving their capability across the sourcing lifecycle, and it provides clients with an objective means of evaluating the capability of service providers. Measurement is fundamental to effective service management, business process outsourcing (BPO), and organizational improvement. This report describes the importance of aligning an organization's measurements with its business objectives. It provides guidance on measurement principles and defines four measurement categories that span the Practices of the eSCM-SP. Examples and lessons learned are used to illustrate the principles and guidance.
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