About

About the Course:
Adoption and use of a contract scorecard demonstrates a maturing ability to manage commercial outsourcing arrangements. The process of designing the scorecard helps you nail down the key outcomes and avoid lack of focus, inconsistent objectives, hidden costs, indifferent service and deteriorating relationships with your contract partners.

The Contract Scorecard will help you design and drive successful contracts. It offers a systematic guide based on practical advice and examples; one that explains the Contract Scorecard concept and demonstrates crucial implementation activities.

Attend this practical two-day event to find out how to prepare and manage a contract scorecard. This can be the missing link to delivering real performance gains to any contract or service level agreement – you can't afford to miss it.

Key Learning Objectives:
•  The development of performance measures that work
•  Sound Service Level Agreements that make obligations clear
•  A Governance Charter that ensures both parties will adopt successful management techniques

An upfront investment in your contracts, from a commercial rather than legal perspective is probably the single most influential activity you can undertake; one that will ensure your outsourcing relationships have clear business goals as the focus of the deal. Attending The Contract Scorecard should be the first step in that investment.

Who Should Attend?
•  Contract Managers
•  Procurement Managers
•  Tender Managers
•  Purchasing Managers

Training Methodology
This intensive 2-day master class will combine tutorial sessions and case studies with interactive learning exercises. All attendees will be provided with a copy of Sara Cullen’s “The Contract Scorecard”, best practice checklists and a certificate of completion.

Feedback from Australian courses:

Valuable course and important subject matter.
– Senior Director, Sourcing Framework, Australian Tax Office

Good information. Exercises helpful in thinking through how to develop scorecard.
– Team Leader, Contract Management Unit

Fantastic! As a service level manager on a badly written contract, I can see lots of potential in this. Thanks!
– Service Level Manager, Dept Immigration and Multicultural Affairs

Good course, informative, useful and transportable. Thank you.
– Director, Change & Configuration Management, Dept Immigration and Multicultural Affairs

Knowledge gained from such an experienced presenter. Extremely concise. Very motivating.
– Supplier Performance Manager, Australia Post

Extremely knowledgeable. Related exceptionally well to all organisations. Material very easy to follow, even for the novice like myself.
– Senior Manager, Development & Alliances, BlueScope Steel

Outline

Introduction and Overview of Training
•  Course design layout – walkthrough what you will learn
•  Meeting individual objectives – discuss your goals

Scorecard overview
•  When a scorecard makes good sense
•  The four quadrants and four perspectives

Preparing the Scorecard

Stakeholders
•  Identify who cares about this deal and what they care about

Span of control
•  Define each party’s responsibilities

Setting metrics - overview
•  6 Steps for setting KPIs that work in practice

Quality Metrics – determining good work from poor work
•  The Quality KPI options
•  Define your Quality KPIs

Financial Metrics – getting the right numbers
•  The Financial options
•  Define your Financial KPIs

Relationship Metrics – determining a healthy and productive relationship
•  Desired behaviours
•  Drafting your “Code of Conduct”
•  Scoring behaviour perceptions

Strategic Metrics – doing more than exchanging cash for work
•  The Strategic options
•  Define your Strategic KPIs

Case: Develop a Scorecard

Managing the Scorecard

Scorecard reporting
•  Assess the different types of reports
•  Design your KPI report

Scorecard incentives
•  Regular and intermittent methods
•  Positive and negative recourse/reward
•  Financial and non financial mechanisms
•  Determining the incentives that will work for your contract

Making the scorecard happen
•  Best practice phases of the contract lifecycle and where the scorecard fits in
•  Planning the scorecard and using it throughout the lifecycle
•  Cases analyses

Wrap Up
•    Closing discussion and evaluation

Facilitator

Dr. Sara Cullen

Dr. 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 125 private and public sector organizations, spanning 51 countries, in 150 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 over 110 publications, conducted 7 independent expert government reviews, featured in 60 articles and presented in 300 major conferences. Her recent books include: The Contract Scorecard, Toward Reframing Outsourcing, Contracting for the Outsourcing Lifecycle:  A Practical Guide, Intelligent IT Outsourcing, in addition to research with various universities since 1994 including the London School of Economics, Melbourne, Oxford, and Warwick.

She holds a PhD (Contracts), a Masters of Management (Technology), a BSc (Accounting) and is a Certified Mediator, Teacher, and Trainer.

Dr. Sara Cullen is also facilitating:

• Strategic Contract Management & Governance

In-house Training