MARINELLA PAIDA / Here are the key points of the discussion in short: • Global outsourcing trends indicate that apart from OpEx improvements which stars on 1st place with 65%, organizations seek also global delivery capability, improved operating models and process performance (85% combined average between 2nd and 3rd outsourcing trends) • Customers’ expectations have shifted to more elaborate contract structures where risk and gain are shared between both parties and with KPIs , Sustainability, together with shorter contract duration coming strong into play • Multinationals set the pace to higher delivery standards for 4 main reasons: Brand reputation, Efficiencies, Risk Management and Compliance • Price and Value are interrelated: Price needs to be adjusted to reflect the right Value as determined by clients • Clients is important to be able to identify what lies behind the price and match this to what are their true requirements • Scope development before launching an RFP is a critical point that will determine both the price and the value added of the contract. As part of Scope development customers must ask realistically what are a) their expectations b) risks and mitigation requirements and c) governance expectations for the outsourcing contract • When it comes to services almost 80% of the cost is manpower: we should not either as clients nor as vendors compromise on manpower. Work is delivered by people and if they are properly paid and respected they shall go the extra mile to deliver value not only to their own employer but also to the customer organization. Customers share the responsibility on people not just on operational basis but also on legal basis • On conclusion, Vendors and Customers need to work hand in hand in a transparent way to achieve the best possible Price for the right Value