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In che modo le metriche di qualità influenzano il prezzo di un contratto di outsourcing?

In che modo le metriche di qualità influenzano il prezzo di un contratto di outsourcing?

Marina Velikova

47,47 €
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Editorial:
KS OmniScriptum Publishing
Año de edición:
2024
Materia
Empresa y gestión
ISBN:
9786208380977
47,47 €
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L’attenzione di questa ricerca si concentra su un caso particolare in cui l’azienda B svolge servizi di outsourcing per l’azienda A, una società di telecomunicazioni con un notevole potere contrattuale, in termini di dimensioni, nei confronti dell’azienda venditrice. L’azienda A sta esternalizzando particolari segmenti del suo servizio clienti aziendale. Tra le ragioni di questa decisione ci sono anche il miglioramento dei processi e della qualità. Quando si considerano la misurazione della qualità e le politiche di monitoraggio in questa relazione, le misure applicate rientrano nei classici parametri legati al tempo. Tuttavia, la sfida principale menzionata dai rappresentanti di entrambe le aziende è la misurazione della soddisfazione del cliente finale.

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