Assessing vendor performance

Challenge

Assessing vendor performance

Solution

Breaking new ground – the Forum in action

“We have outsourced our global mobility operations and are now facing a barrage of complaints, including some from some senior, well-connected people.

How do I assess the performance of our third-party provider objectively?”

A global energy company with a large expatriate workforce had introduced an outsourced delivery model, but lacked a process to evaluate its performance. When this was raised in the Forum, several other companies were found to be facing a similar challenge. A project workgroup was formed to design a new way of assessing program performance.

The resulting Expatriate Program Metrics tool (EPM) was deployed by all Forum member companies within a short space of time. EPM provided this world-class company with independent, benchmarked evidence of the performance of its outsourced partner.

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