Governance

George Kimball and Mark W. Heaphy

Chapter 10 in Outsourcing Agreements, 2025, pp 274-299 from Edward Elgar Publishing

Abstract: Chapter 10 describes formal arrangements to manage outsourcing engagements through joint committees supporting supplier account executives, delivery managers and customers’ project or operational management. Some key supplier personnel may be subject to customer approval. The chapter then discusses reporting requirements and the management and documentation of operational and contract changes, emphasizing negotiated changes and related financial arrangements, including urgent or mandatory changes required by laws and regulations. Effective governance includes periodic review of contracts and performance, which may lead to renegotiation. Practical and regulatory issues may arise (e.g., concerning data protection) when operations relocate offshore. The chapter concludes with a discussion of civility and other crucial intangibles that contribute to successful engagements.

Keywords: Outsourcing; Business Process Outsourcing; BPO; Information Technology Outsourcing; ITO; Governance; Governance process; Key personnel; Mandatory change; Emergency change (search for similar items in EconPapers)
Date: 2025
ISBN: 9781035316984
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