On this page
Key takeaways
To baseline a task before outsourcing, record four measures for two to four weeks: volume, time spent, error rate and turnaround. Without a baseline you cannot tell whether the handover worked, and every complaint becomes an argument about memory. With one, you can show the improvement, or spot quality slipping early.
- Measure volume, time, errors and turnaround.
- Record for 2 to 4 weeks before handover.
- Use the same measures after handover.
- Compare monthly for the first quarter.
Want help setting a baseline for your first task? Message us on WhatsApp.
Chat on WhatsApp →Why baseline a task?
Because people judge outsourced work against an imagined past. If the in-house error rate was 4% but nobody measured it, a provider's 2% feels like failure when the first mistake appears. A baseline makes the comparison fair, shows the benefit to the team and gives you numbers for the next decision.
What should the baseline record?
Four measures are enough for most tasks.
- Volume: items processed per week.
- Time: hours spent per week, and by whom.
- Errors: items needing correction, as a percentage.
- Turnaround: time from trigger to finished.
How long should you measure?
Two to four weeks for weekly tasks, two cycles for monthly ones. Include at least one busy period if the task is seasonal. Measure the same way afterwards, ideally from the same system reports, so the before and after are directly comparable.
What does this look like in practice?
A pattern we see: a firm that baselined volume, time, errors and turnaround before handover can show the change afterwards with the same reports, rather than arguing from memory. A firm that did not ends up debating every early mistake.
Baseline checklist
- Pick four measures for the task.
- Record them for two to four weeks.
- Use system reports where possible.
- Measure the same way after handover.
- Review before and after monthly.
Next step
Start recording volume, time, errors and turnaround on your first candidate task now, even before you choose a provider.
Message us on WhatsApp for the baseline sheet, or book a 30-minute consultation.
Chat on WhatsApp →Sources and further reading
- Labour productivity · Office for National Statistics
- Human factors: managing human failures · Health and Safety Executive
Frequently asked questions
What should I measure before outsourcing a task?
Four things: volume processed per week, hours spent and by whom, the error or correction rate, and turnaround from trigger to finished. Record them for two to four weeks so you can compare fairly after the handover.
Why do I need a baseline?
Without one, the outsourced work is judged against memory, which tends to be kinder to the past. A baseline shows whether the handover improved time, quality and speed, and helps you spot slipping standards early.
How long should a task baseline cover?
Two to four weeks for weekly tasks and at least two cycles for monthly ones. Include a busy period if the task is seasonal, and use the same system reports before and after so the comparison is like for like.
Written by
Global Bridge Labs (GBL) is a UK–Sri Lanka partner for social media, websites and BPO. Everything here comes from client delivery, not theory.
