Table of Contents

Contents: Foreword; Preface; Introduction; The quadrants of the contract scorecard; The steps in developing KPIs; Schemes for the consequences of KPI performance; Planning the contract scorecard; The quality specification - the service level agreement (SLA); The financial specification - the financial schedule; The relationship specification - the governance charter; The strategic specification - unique contract schedules; Conclusion; References; Index.

About the Author

Sara Cullen is the Managing Director of The Cullen Group (www.cullengroup.com.au) 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.

Reviews

'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