Business process outsourcing service providers’ perception of performance and performance measurement

A client in a business process outsourcing relationship stands the chance of not achieving their business objectives if the service provider’s performance fails below the service level agreement. Through a mixed method approach, this study aims to reveal what performance and performance measurement means to a service provider. The study identified performance within a business process outsourcing service provider organisation as the fulfilment of all criteria as defined in the service level agreement in addition to value added services. These services include achieving client’s business objectives, expanding scope of engagement and exceeding more than service level agreement. Performance measurement is identified metrics by a service provider which are quantifiable and when examined in relation to performance must be a positive value.