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BTO thường được phân biệt từ đồng bằng tuổi BPO trên một vài khía cạnh, như thể hiện tại Phụ lục 2.1. BC Hydro là một tiện ích của Canada với một cấu trúc truyền thống và văn hóa tổ chức. Quản lý thay đổi thường được khởi xướng và thực hiện chỉ với khó khăn rất lớn tại các | 116 BPO VENDOR SELECTION Instead the ideal BPO negotiating strategy is one that is collaborative based on a vision of a win-win outcome and that seeks long-term flexible contract terms. This will require compromise by both parties. At the same time risks associated with compromise can be mitigated through creative incentive clauses and remedies in the event of nonperformance. Such contract innovations are part of the terms of a BPO contract. TERMS OF THE BPO CONTRACT We have stated that the BPO contract negotiations should be conducted in a positive-sum spirit with an eye toward building a trusting synergistic relationship. At the same time it would be naive to assume that trust is a sufficient governing mechanism. In fact drafting precise contract terms including avenues for remedy in case performance falls short of expectations can help preserve a relationship during difficult stretches. The following sections outline terms that should be considered and included in the formal BPO contract. Although not an exhaustive set the terms discussed are part of nearly every BPO contract and constitute the core of the working relationship. The terms discussed include the following Scope of work Service level agreements Pricing Term of the contract Governance Intellectual property Industry-specific concerns Termination of the contract Transition Force majeure Dispute resolution We discuss each of these contractual elements and in many cases highlight alternative strategies. Because the BPO contract is such a critical part of the success of the working relationship between buyer and vendor it is recommended that third-party legal support be used in drafting negotiating and modifying the contract. Scope of Work The linchpin of the outsourcing contract is a description of the nature of the work being outsourced often referred to as the scope of work or statement BPO Contracts 117 of work. The BPO buyer s attorneys must work closely with the buying organization s personnel to .
