SLAs for HR Outsourcing – Measuring Success
By Meryl Grainger
Associate Partner, Alsbridge Europe

One of the key elements to successful HR Outsourcing is the development and maintenance of metrics to manage service performance. But developing and agreeing appropriate metrics seems to be difficult for HR services. Traditional HR metrics (such as turnover, sickness absence and training hours) are not a good means over which to measure service. Development of appropriate metrics can prove difficult, as outputs within HR may be less easy to identify than for other transactional services. More

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The ideal contract for an outsourcing deal would cover all eventualities and have an answer for everything so that the parties could never disagree. Sadly, there is no such thing as a watertight contract. No matter how thorough the contracting process is, during the lifetime of the typical deal issues will inevitably arise which were never foreseen and which are certainly not catered for in the contract. Two main types of unforeseen events crop up during the lifetime of an outsourcing deal. The first type is... More

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