Another ailment that bedevils many outsourcing agreements is Driving Blind Disease: the lack of a formal governance process to monitor the performance of the relationship. When we started working with companies more than 20 years ago, most outsourcing arrangements fell into this trap. They would develop arrangements but fail to outline how they would measure […]

Most of us probably remember being warned by Mom that too much of a good thing can be bad for you (perhaps while you were gobbling up your Halloween candy). The same concept applies to measurement of outsource providers. The hallmark of the “Measurement Minutiae” ailment is trying to measure everything. The sheer volume of […]

The saddest of all ailments is the one we call the Power of Not Doing. We recently observed a case of it at a Fortune 50 company. A senior manager was demonstrating what a great job her company had done on establishing measures. Company executives had signed up for a seminar to learn how to […]