Be a Smartie

Author of an article in the April 2005 issue of Pensions Word addressing risk assessment and how risk can be controlled through effective Governance such as the use of SLAs for managing outsourced services.  Excerpt follows:

Establishing performance measures involves three separate steps:

  1. what aspects should be measured?
  2. how should these be measured?
  3. what is the benchmark for good performance?
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