Table of Contents

Introduction PART I: LAYING THE FOUNDATION Review of Vested Outsourcing 5 Rules Creating a System that has a flexible framework WIIFWe/ Creating a Shared Vision PART II: CREATING A PROCESS BY THE RULES Rule 1: Outcome-Based vs. Transaction-Based Business Model Intent Rule 2: Focus on the WHAT, not the HOW Statement of Objectives Rule 3: Clearly Defined and Measurable Desired Outcomes KPIs/Metrics Rule 4: Pricing Model with Incentives to Optimize Cost/Service Tradeoffs Matching Incentives Continuous Alignment Rule 5: Insight vs. Oversight Governance Structure Relationship Management Framework Change Management/ Agility Transformation Management Process Exit Management, People Changes Other PART III: GETTING TO WE Collaboration, not Negotiation Writing the Contracts Conclusion Appendix