This case assesses Infosys' creative approach to measuring performance in client connections. Infosys' strategy is evolving to develop transformational partnerships from its first position as an outsourcer of end-to-end IT jobs. A transformational associate helps customers to formulate and execute strategies which will enable them to realize a comparative advantage.
The customary paradigm of service-level agreements (SLAs), while adequate for Infosys' requirements early on, is not capable to attain the level of understanding that transformational partnerships demand. 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.
PUBLICATION DATE: July 09, 2008 PRODUCT #: 109006-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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