Institute for Software Research International
School of Computer Science, Carnegie Mellon University
Measurement and the eSourcing Capability Model
for Service Providers
Mark C. Paulk, Shari L. Dove*, Subrata Guha**, Elaine B. Hyder,
Majid Iqbal, Kathleen O. Jacoby*, David M. Northcutt***, George E. Stark***
Keywords: eSCM-SP, eSourcing Capability Model, service provider model,
quality models and systems, capability models, business process outsourcing,
IT-enabled outsourcing services, IT-enabled services, outsourcing,
outsourcing models, sourcing, measurement, return on investment,
ROI, cost, effort, nonconformance, status, progress, performance,
The eSourcing Capability Model for Service Providers (eSCM-SP) is
a best practices capability model. It provides guidance to service
providers on improving their capability across the sourcing lifecycle,
and it provides clients with an objective means of evaluating the
capability of service providers. Measurement is fundamental to
effective service management, business process outsourcing (BPO),
and organizational improvement. This report describes the importance
of aligning an organization's measurements with its business objectives.
It provides guidance on measurement principles and defines four
measurement categories that span the Practices of the eSCM-SP.
Examples and lessons learned are used to illustrate the principles
** Satyam Computer Services, Ltd.
*** IBM Global Services