The results from a Benchmark, as stated in the Metric report, must be analyzed by the Engagement Manager and Delivery Manager. Hereby comparing the results of the Benchmark with the performance of the Service Engagement. As variances are identified, the Service Engagement Manager should define service improvements and / or corrective actions. It’s important all stakeholders within the Service Engagement are informed about the actions taken as result of the evaluation of the Benchmark.

These results may also affect the processes defined at business unit, regional or global level (including DELIVER). In that case the Engagement Manager must inform the local Quality Manager if yet not involved.