Contract Scorecard

Successful Outsourcing by Design
Gower Publishing Ltd
  • 1. Auflage
  • |
  • erschienen am 1. April 2009
  • |
  • 246 Seiten
E-Book | PDF mit Adobe DRM | Systemvoraussetzungen
978-0-7546-8171-7 (ISBN)
An upfront investment in your contracts, from a commercial rather than legal perspective is probably the single most influential activity you can undertake, one that will ensure your outsourcing relationships have clear business goals as the focus of the deal. Reading a copy of Sara Cullen's The Contract Scorecard should be the first step in that investment.
  • Englisch
  • Abingdon
  • |
  • Großbritannien
  • Für Beruf und Forschung
  • Neue Ausgabe
  • Höhe: 244 mm
  • |
  • Breite: 172 mm
978-0-7546-8171-7 (9780754681717)
0754681718 (0754681718)
weitere Ausgaben werden ermittelt
Sara Cullen is the Managing Director of The Cullen Group ( and is a former national partner at Deloitte (Australia). She has a leading profile in contracting within Asia Pacific and is one of the region's most experienced advisors having consulted to over 110 private and public sector organizations, spanning 51 countries, in 140 projects with contract values up to $1.5B p.a. The 70 functions she has worked with include call centres, claims management, construction, facilities management, finance, food services, HR, logistics, IT, maintenance, property, recreational services, sales, and security. She has designed partnering arrangements, franchise-type agreements, shared risk/reward structures and incentive programs in addition to traditional arrangements.

Sara is a widely published, internationally recognised author having written 75 publications, conducted 7 independent expert government reviews, featured in 60 articles and presented in 160 major conferences. Her publications include Intelligent IT Outsourcing, Outsourcing: Exploding the Myths, Contract Management Better Practice Guide, Best Practices in ITO, Lessons Learnt in Outsourcing, Service Provider Management, Outsourcing Guidelines and Outsourcing: What Auditors Need to Know, in addition to research with various universities since 1994 including the London School of Economics, Melbourne, Oxford, and Warwick.
  • Cover
  • Half Title
  • Title Page
  • Copyright Page
  • Table of Contents
  • List of Figures
  • List of Tables
  • Foreword
  • Preface
  • 1 Introduction
  • About this Chapter
  • Purpose of the Contract Scorecard
  • Research Base
  • Roots of the Concept
  • Structure of this Book
  • 2 The Quadrants of the Contract Scorecard
  • About this Chapter
  • Quality Quadrant
  • Financial Quadrant
  • Relationship Quadrant
  • Strategic Quadrant
  • 3 The Steps in Developing KPIs
  • About this Chapter
  • Step 1: Allocate Party Responsibilities - Identify Who is Acountable for What
  • Step 2: Conduct Stakeholder Assessment - Distinguish Who Cares about What
  • Step 3: List KPIs - Get the Big Picture
  • Step 4: Set KPI Thresholds - Pinpoint the 'Care' Points
  • Step 5: Generate Calculation Method - Specify the Maths
  • Step 6: Prototype Reports - Design the Publication
  • Step 7: Conduct Testing - Make Sure it will Work
  • Other Issues to Consider
  • 4 Schemes for the Consequences of KPI Performance
  • About this Chapter
  • Exploring the Basis for KPI Schemes - Recourse versus Rewards
  • Timing
  • Chapter Appendices
  • 5 Planning the Contract Scorecard
  • About this Chapter
  • Adoption - Choosing the Quadrants Appropriate for Each Deal
  • Preparing the Scorecard Blueprint
  • Timing in the Contract Lifecycle
  • Critical Timing to Manage Bargaining Power and the Total Cost of Contract
  • 6 The Quality Specification - The Service Level Agreement (SLA)
  • About this Chapter and SLAs in General
  • Section 1: About this SLA
  • Section 2: Scope Overview
  • Section 3: Work Specification
  • Section 4: Reporting Specification
  • Section 5: Key Performance Indicators (KPIs)
  • Section 6: Effect of KPI Performance
  • Appendix: Example SLA
  • 7 The Financial Specification - The Financial Schedule
  • About this Chapter and the Financial Schedule in General
  • Section 1: About this Financial Schedule
  • Section 2: Costs
  • Section 3: Reimbursables (Optional)
  • Section 4: Invoicing
  • Section 5: Payment
  • Section 6: Charges
  • Section 7: Key Performance Indicators (KPIs)
  • Section 8: Benchmarking (Optional)
  • Appendix: Example Financial Schedule
  • 8 The Relationship Specification - The Governance Charter
  • About this Chapter and the Governance Charter in General
  • Section 1: About this Governance Charter
  • Section 2: Governance Structure
  • Section 3: Relationship Values Charter (or Code of Conduct)
  • Section 4: Meetings
  • Section 5: Reviews, Evaluations and Audits
  • Section 6: Issue Management
  • Section 7: Variation Management
  • Section 8: Dispute Management
  • Appendix: Example Governance Charter
  • 9 The Strategic Specification - Unique Contract Schedules
  • About this Chapter and Strategic Schedules in General
  • Example Innovation Specification
  • Example Contribution Specification
  • Example Underlying Work Practices Specification
  • Example Alignment with Corporate Initiatives Specification
  • 10 Conclusion
  • References
  • Index
  • About the Author
'It is not often that I can sum a book up in five words - this book makes business sense!... This book is excellent, it is easy to read, directly applies to those operating at the coal face, and immediately demonstrates how the contract can be used to control, measure and improve success at delivering business benefits...Why waste time and effort on a document and process that you will never use; let's make the contract work for us. As Cullen concludes - the choice is yours.' Arras People, Ed Wallington, Project Management

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