1. Foundations for Successful Outsourcing and the Building of Trust
Tom Marsden
Vice President, Cap Gemini Ernst & Young

2. Overview
Trusting relationships are the key to continuing success in outsourcing
Good foundations are designed and constructed
Build the relationship at every stage
Governance should enable relationships and facilitate trust
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3. Procurement - Types of Outsourcing Deals
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4. Negotiating – Laying The Foundations
Objectives for the contract and for the negotiation
Contracting approach
The Penalty mindset
Role of 3rd Parties
Flexibility
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5. The Importance of Transition
Hygiene factors
Winning “hearts and minds”
Learning to work together
Setting the tone for the relationship
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6. Delivery and Managing the Ongoing Relationship
Continuous change
Relationship Governance
Shared Responsibilities
Demands on people
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7. Trust in Outsourcing Relationships
High
Transformational
Problem
Solving
Trust
Traditional
Strategic Business Value
Low
High
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8. Summary Outsourcing is being redefined
Transformational outsourcing can’t work without strong relationships and trust
Being trusting does not equate to being naive – it is a consequence of the right behaviour
Get the foundations right and then use the governance processes to build trust not to score points
Communicate, communicate, communicate
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