Outsourcing Center’s 2009 Outsourcing Excellence Awards program studied the characteristics that buyers in the study used to identify/determine the success of their deals. Do they define “success” as attainment of the mutually agreed-upon objectives by the end of the contractual term? Do they define it as only achievement of actual requirements? Do they include in the definition value that is only hoped for or anticipated but not actually required?
This paper presents the study’s findings on what buyers really consider when determining indicators of the success of their outsourcing initiatives. It also presents best practices around defining success as well as communicating about it.