College Planning & Management

JUN 2013

College Planning & Management is the information resource for professionals serving the college and university market. Covering facilities, security, technology and business.

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Business iLLustration By Brian ishaM managing higher ed Measuring Success in your outsourced Services here are fve metrics for establishing and tracking performance and customer satisfaction in any number of outsourced services. by ellen Kollie i n 2010, the center for College Affordability released an article titled, "25 Ways to Reduce the Cost of College." Number fve on that list is to outsource more services (www.centerforcollegeaffordability.org/uploads/25_ Ways_Ch05.pdf ). The concept is justifed this way: "Rather than expend vast sums from limited resources in an effort to perform functions in-house for which they do not have any 28 particular expertise, colleges should focus on improving the value of their core functions, for which they do possess a comparative advantage." Indeed, the press is more and more flled with reports of colleges and universities choosing to outsource functions in the categories of student services, business, and education. The news goes both ways, telling how much money will be saved and how effciencies will be gained, and how COLLEGE PLANNING & MANAGEMENT / JUNE 2013 staff and students oppose outsourcing in favor of supporting the local community with in-house jobs. Because outsourcing is a reality, it begs the question, once the decision is made and the transition complete, how do administrators establish and track performance and customer satisfaction? It's a critical question, understanding that outsourcing has the potential to deliver a number of benefts, such as enhancing www.PLANNING 4EduCATION.COM

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