Table of contents
Introduction;
defining successful outsourcing;
preparation by the customer;
A competitive procurement process;
Selecting a preferred supplier;
The project plan;
Preparation by the supplier;
The service description;
Control over how the services are provided;
Service levels or key performance indicators;
Governance;
Dealing with disputes;
Customer dependencies;
Equipment;
Software and intellectual property rights;
Property aspects;
Treatment of assets during term;
Different supplier models;
The charging regime;
Service credit and service bonuses;
Ensuring competitive charges;
Transformationaland developmental outsourcing;
Change management;
Term and termination rights;
The termination decision;
Implications of termination;
Insolvency issues;
People issues;
Pension issues;
Competition issues;
Liability and risk;
Limitations of liability;
Confidentiality, data protection and security;
Financial services sector;
Public procurement;
Private Finance Initiative;
Other public guidance;
Utilities sector;
Offshore and near-shore outsourcing; India;
China;
Germany;
Spain;
France;
Netherlands;
Italy;
Sweden;
Switzerland;
Ireland;
USA;
Conclusion