How do quality metrics influence the price of an outsourcing contract?

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.

Autorentext

Marina Velikova, Master of Science in Wirtschaftswissenschaften, Hanken School of Economics, arbeitet als Business Development Manager beim größten Personalvermittlungsunternehmen in Finnland. Sie konzentriert sich auf die Entwicklung der internationalen Geschäftstätigkeit des Unternehmens. Ihre Fachgebiete sind Personalbeschaffung im Weißwarensektor, Relocation, Management, Kommunikation und Coaching.