Baseline assessment

Definição

A baseline assessment establishes the starting level of performance, cost or quality at the outset of a contract, creating a reference point for later measurement. It underpins service levels, improvement targets and benchmarking by making "before and after" comparisons objective. As a measurement and project-management practice rather than a legal concept, it carries no statutory anchor.

Exemplo

Before outsourcing its helpdesk, the client records a baseline assessment of resolution times so later service levels can be measured against it.

Porque é um risco para a empresa

A missing or contested baseline turns every performance review into a disagreement about the starting point. Suppliers who inherit a poorly documented baseline may face claims of underperformance against a standard that was never actually measured. Clients without a baseline cannot objectively demonstrate that the outsourced service has deteriorated.

Como gerir

• Conduct the baseline assessment before the contract starts and record the methodology, data sources and results in a signed annex to the contract.
• Use the same measurement tools and intervals that will be used to track performance during the contract, so the comparison is like-for-like.
• Have both parties sign off on the baseline data before the contract term begins to prevent later disputes over what the starting point was.
• Store the baseline alongside the SLA and any improvement schedules so the reference point is immediately accessible during performance reviews.
• Update the baseline formally when there is a material change in scope -- a change order that adds or removes services should trigger a revised baseline.