You can’t manage what you don’t measure. Measurement is especially critical to the entire outsourcing process, where success is measured against service levels agreed upon between CSC and the client.
How It Works
Developed in collaboration with clients over a span of five years, our Balanced Scorecard Process (BSCP) integrates a wide variety of disciplines, tools and techniques:
- An innovative method for identifying goals and metrics
- A prioritization and weighting scheme that reflects the relative importance of each metric and aligns contract requirements with CSC goals
- A metrics definitions checklist for repeatability
- Organizational change mechanisms to identify and drive necessary behavioral change
Understanding the Vital Signs
A key feature of the BSCP is the Vital Signs report, a one-page summary of current performance and trends. The report includes a powerful "spark line" graph that presents history and trends in a visual, easy-to-grasp form. The Vital Signs report, based on hundreds or even thousands of data points, has its roots in the medical profession, where doctors review charts and graphs based on a large amount of patient data to assess the overall health of a patient quickly.
The BSCP introduces several innovative metrics, among them:
- An estimate of accuracy aggregated across completed projects for a scoring period
- Responsiveness metrics showing CSC’s cycle time responsiveness for resolving application service requests
- Measures on our staff’s skill and training
Recent applications of the Balanced Scorecard have included metrics that measure such intangibles as innovation in the application of IT to customer needs.
Results-Driven Benefits
CSC has seen client satisfaction soar using the BSCP. In one case, our client was so impressed with the results they eliminated a potential contractual provision that would require CSC to pay up to $1 million as a productivity penalty if service levels were not met.
More Information
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