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商品編號： 9-109-006 出版日期： 2008/07/09 作者姓名： Miller, Katherine;Kaplan, Robert S.;Martinez-Jerez, F. Asis 商品類別： General management 商品規格： 34p 再版日期： 2009/12/08 地域： India 產業： Business consulting services 個案年度： 2007 - 2008
商品敘述：
This case analyzes Infosys'' innovative approach to measuring performance in client relations. Infosys'' strategy is evolving to build transformational partnerships from its original position as an outsourcer of end-to-end IT projects. A transformational partner helps clients to devise and implement strategies that will allow them to achieve a competitive advantage. The traditional paradigm of service-level agreements (SLAs), while sufficient for Infosys'' needs early on, is not able to achieve the level of understanding that transformational partnerships require. Infosys applies the principles of the Balanced Scorecard (BSC) to produce a feedback mechanism that allows the partnership to grow to the benefit of both parties.
涵蓋領域：
Balanced scorecard;Customer relationship management;Outsourcing;Performance indicators;Partnerships
相關資料：
Case Teaching Note, (5-109-007), 24p, by F. Asis Martinez-Jerez
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