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Managing Outsourcing Contracts

Course Outline

Learn How To

  • Increase your effectiveness in managing the outsourced service environment
  • Initiate and define services with an outsourcer and manage your business' expectations
  • Establish and manage effective service- level agreements
  • Design proactive contract and services oversight in an outsourced environment
  • Manage service deficiencies and apply strategies to reduce “service issues”
  • Manage business and outsourcing contract changes to ensure effective service delivery

Course Synopsis

Outsourcing contract managers face a number of significant challenges, including understanding and managing a changing business, ensuring appropriate alignment between business processes and the outsourcing contract, and handling widely varying expectations from the client and outsourcer's organizations. As such, the outsourcing contract manager requires a refined set of business, service-level management and contract governance skills in order to effectively support the organization's needs.

Using comprehensive scenario discussions and real-life case studies facilitated by seasoned instructors, experienced contract managers will learn how to succeed in an environment where critical processes have been outsourced. Numerous examples, tools and analyses provide valuable information on what makes outsourcing contracts successful and help ensure the appropriate alignment between these complicated contracts and client business needs.

This course provides a set of practical tools and techniques designed to get you up to speed quickly on outsourcing contract issues. This is “real-life” information, directly from the trenches and facilitated by instructors who have successfully managed long-term, multi-million- dollar outsourcing contracts.

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

Available Formats for Employees and Managers

At our training centre in downtown Toronto, 10.00AM to 5.00PM with one hour lunch break.

$2499 + GST per participant for a three day workshop,

We offer a 10% discount for each additional participant

For Soft Skill Workshops outside the GTA, please contact us at 647-271-3330 or e-mail your request to for pricing giving information like number of participants, convenient dates etc.

Sourcing Management Workshops Toronto/Managing Outsourcing Contracts Workshop Toronto