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Outsourcing deals come in many shapes and sizes and can cover a wide variety of work. While each deal is different, there are certain core components that form the foundations of every successful outsourcing agreement. These include a definition of the in-scope work, units for measuring work volumes, and a framework for measuring the performance of work. Despite the fact that the success or failure of an outsourcing agreement can hinge on the quality of these key components, customers often do not invest an appropriate level of effort in their creation. In this session, Mr.Metz will discuss the importance of these key components and share some practical and specific guidelines for their development based on his experience across numerous outsourcing deals. For the full article, as presented at The 2009 Outsourcing World Summit, please click the download button.