Companies have acquired a certain maturity in the upstream phases of outsourcing: strategy, definition and scope of outsourcing projects, specifications, and selection of providers. But the final phases of the cycle, contracting and then the governance of the contract itself, are still the weakest links due to lack of maturity, commitment and attention. By looking at nine major themes (Contract, Due diligence, Services, Service levels, Transfer of personnel, Governance, Pricing, Transformation and Business case), we identify multiple errors and risks, and we propose advice and good practices to avoid and control them. This book is based on the support of some sixty contracts over 18 years.
