have to do better. In our work, we find that decision-based and strategy-connected measures
redefine the nature of the outsourcing relationship from providing efficient services to
collaborating for maximum impact. For example, the outsourcer becomes accountable for key
process outcomes where talent makes a big difference, and the client’s HRM professionals
become the designers of the unique and logical connections that identify and evolve the
measures as conditions change. This is only one example we have seen, and this transition
often requires an objective third-party to help develop and ensure consistent and logical
measurement frameworks to define the outsourcing collaboration.