IT firms that specialize in outsourcing must provide assurances to their customers that they are adding value to that business relationship. The purpose of this paper is to describe a practical set of metrics that are focused on customer satisfaction and that are easily understood by both customer and developer organizations. The metrics established by Keane, Inc., a large US-based IT services firm, are based upon the goals and concepts of the Software Engineering Institute\u27s (SEI) Capability Maturity Model (CMM®) for software
