Contract Training


    ESI is offering an interesting sounding two-day class, titled, "Managing Outsourcing Contracts." The class will be avialable here:

    • Denver, May 2-3
    • Washington, D.C., June 13-14
    • Las Vegas, Sept. 19-20
    • Washington, D.C., Oct. 24-25

    Tuition is $1,295. Here's the course rundown:

    Course Topics

    1. Outsourced Environment Overview
      1. Defining the outsourced environment
      2. Outsourcing strategies and objectives
    2. Expectations Management
      1. Service definitions
        • Client process communications and management
        • Translation of services into contract terms
        • Standard versus “ad hoc” service requests
      2. Cost tracking
        • Service type tracking methods
        • Functional “usage” tracking methods
        • Cost collection methodologies
        • Matching costs to monthly service billings
      3. Communications
        • Service processing within the client
        • Operational processing between the client and the outsourcer
        • Exception handling
        • New service requests
    3. Service Level Management
      1. Metrics derivation
        • Process related metrics
        • Technical metrics
        • Business related metrics
      2. Assessing and deriving service levels
        • Determining business needs
        • Evaluating service capabilities
        • Deriving service level structure and targets
        • Measurement and analysis
        • Service trend identification
        • Trend management
        • “Causes and cures” for service level issues
    4. Contract Governance
      1. Governance roles and responsibilities
        • Contract office setup
        • Management approaches to the outsourcer relationship
        • Management approaches to service delivery within your organization
      2. Steering committee roles and responsibilities
        • Management representation schemes
        • Performance review responsibilities
        • Business goal attainment assessments
        • Governance processes
        • Service consumption controls
        • Oversight of processes or technical solutions
        • Cost control and approval processes
        • Customer satisfaction monitoring and control
        • Status reporting and reporting processes
        • Reporting standards and meetings
        • Status methods – the “dashboard” and other approaches
    5. Issue Management
      1. Issues vs. disputes — definitions
      2. Issue identification and escalation
        • Early warning signs
        • Issue tracking and standard issue handling processes
        • Escalation data collection and execution processes
        • Dispute management
        • Prevention approaches
        • Dispute handling
        • Decision options — client actions
    6. Requirements Changes and Contract Management
      1. Identifying and assessing business requirement changes
        • Determining if a process change has occurred
        • Validating the contract — does it support the new process?
        • Negotiating contract changes to accommodate new processes
      2. Aligning the outsourcing contract to a changing business
        • Contract clauses to handle changes in advance
        • Contract clauses to accommodate new service or processes
        • Managing and proposing contract changes
        • Aligning with your business
        • Understanding outsourcer motivations and contract conditions


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