Outsourcing Contracts: A Practical Guide (3rd edition)

             INTRODUCTION

• Defining Successful Outsourcing

• PREPARATION
• Preparation by the Customer
• A Competitive Procurement Process
• Selecting a Preferred Supplier
• The Project Plan
• Preparation by the Supplier

• SERVICES
• The Service Description
• Control over how the Services are Provided
• Service Levels or Key Performance Indicators
• Governance
• Dealing with Disputes
• Customer Dependencies

• STRUCTURE
• Equipment
• Software and Intellectual Property Rights
• Property Aspects
• Treatment of Assets During Term
• Different Supplier Models

• CHARGING
• The Charging Regime
• Service Credits
• Ensuring Competitive Charges
• Transformational and Developmental

• CHANGE
• Change Management

• TERMINATION
• Term and Termination Rights
• The Termination Decision
• Implications of Termination

• INSOLVENCY AND PEOPLE ISSUES
• Insolvency Issues
• People Issues

• LIABILITY
• Liability and Risk
• Limitations of Liability
• Confidentiality, Data Protection and Security

• REGULATIONS
• Financial Services Sector
• Public Sector Outsourcing
• Competition Issues

• INTERNATIONAL OUTSOURCING
• France
• Germany
• Ireland
• Italy
• The Netherlands
• Spain
• Switzerland
• Scandinavia
• India and China