Outsourcing Trends, Metrics & Insights

Tuesday, June 3, 2008 General News J E 4
CHAPEL HILL, N.C., June 2 Once a company decides tooutsource part or all of its IT services the success of the sourcing modelgreatly depends on the relationship maintained with the IT vendor. Benchmarkedexecutives identified five drivers of successful vendor management. Oneparticipant noted that it's crucial to constantly refine Service LevelAgreements together with the vendor to ensure superior customer satisfactionrather than fulfillment of performance metrics alone, according to research byBest Practices, LLC -- a leading pharmaceutical research firm.

Download a complimentary sample of this research, "Pharma Sales &Marketing IT Benchmarks: Outsourcing trends, Metrics & Insights," at .

The study analyzes the insights, performance benchmarks and outsourcingtrends identified in the 60-slide presentation:

"Pharma Sales & Marketing IT Benchmarks: Outsourcing trends, Metrics &Insights" reflects the type of research Best Practices, LLC conducts formembers of its Business Excellence Board (,a research and advisory service for health care and pharmaceutical executives.

For information on other services by Best Practices, LLC and its BusinessExcellence Board, contact Cameron Tew at or919-403-0251, ext. 246.


Best Practices, LLC conducts work based on the simple yet profoundprinciple that organizations can chart a course to superior economicperformance by studying the best business practices, operating tactics andwinning strategies of world-class companies. For more than 15 years, ourhighly credentialed research staff has conducted primary research exclusivelyfor our Fortune 500 client base.-- Manage their IT Sales & Marketing support service systems and find an adequate sourcing mix for IT Sales & Marketing support services, including: help desk operations, hardware support, data management and production support. -- Make the business case for their insourcing and outsourcing strategies by providing key reference points from leading pharmaceutical companies. -- Determine internal staffing levels required to manage vendor relationships as well as in-house functions. -- Capture service level agreements for outsourced processes that simultaneously manage and incent IT vendors to achieve superior customer satisfaction.

SOURCE Best Practices, LLC


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