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Definability and Measurability

Successfully outsourcing a specific environment, set of services, or application depends not only on how well you define your customer requirements, but how well you can measure how those requirements are being met. If you can't clearly define what you need and put the appropriate measurements in place, how can you expect your outsourcing partner to meet—let alone exceed—customer expectations? It can't be stressed enough that you must be able to put the appropriate metrics in place. In addition, metrics allow your outsource partners the ability to measure themselves and to be proactive.

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