How do quality metrics influence the price of an outsourcing contract? - Velikova, Marina
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The focus of this research is on a particular case in which Company B is performing outsourcing services for Company A, a telecommunication company with a considerable bargaining power, in terms of size, over the vendor company. Company A is outsourcing particular segments of its corporate customer service department. Among the reasons for this decision are also the process and quality improvement. When considering the quality measurement and the monitoring policies in this relationship, the measurements applied fall into the classic time related parameters. However, the main challenge…mehr

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Produktbeschreibung
The focus of this research is on a particular case in which Company B is performing outsourcing services for Company A, a telecommunication company with a considerable bargaining power, in terms of size, over the vendor company. Company A is outsourcing particular segments of its corporate customer service department. Among the reasons for this decision are also the process and quality improvement. When considering the quality measurement and the monitoring policies in this relationship, the measurements applied fall into the classic time related parameters. However, the main challenge mentioned by both companies' representatives is measuring the end customer satisfaction.
Autorenporträt
Master of Science in Economics, Hanken School of Economics, Marina Velikova works as a Business Development Manager at the biggest recruitment company in Finland. She is focusing on developing the company¿s international operations. Her expertise is recruitment in the white color sector, relocation, management, communications and coaching.