Measuring performance requires the creation and use of performance metrics that allow the quality of a service to be measured. Elements of contract performance that can be assessed include:
There may be a need to modify, add, or remove performance metrics during the lifetime of the contract. It may be too expensive or time-consuming to measure a given element; time and resource implications must be considered. If a metric requires specialized client knowledge, it is imperative to devote the time of an individual or team to the task.
