We have onshore project managers who are responsible for the following:
- SL Management
- Financial Management of Service
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Overall Customer Satisfaction
- Service quality assurance
All based on systems-level tests that examine the behavior of service-oriented use cases across possible choreographies.
Since these items requires tasks for administration, monitoring and coordinating, we provided them a offshore pm assistants to do the daily monitoring, admin, and coordination. In order to have a metric, it should be owned by the associates which is not so I have a difficulty in coming up with a concrete measurement to understand mainly what is the value we are providing with the project managers. We do have a tool the organization uses to create the actions for tasks and the associates uses this to know the status of the task at hand.
This tool has a Start/ End date/ completed so we have the measurement of the success rate. However, I still want a concrete metrics that I am able to see that the associates are valuable to the project managers.
Does someone have a good idea to measure value like the one I've pointed out?
Aal Izz Well - D