Business Services, Partnering and Outsourcing Contracts:: A Practical Guide

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.