Getting it in black and white
An even better option is not to get into such a position in the first place. Before a customer announces anything regarding an outsourcing programme, it should ensure it has a solid term sheet with the key principles of the transaction set out in black and white – fully agreed, understood and signed. This should include who the key individuals are, how long they will be on board, and what they will be doing.
This is also good practice for suppliers. Customers are equally adept at shifting the goalposts after a deal has been announced by throwing new risks on to the table. This is before you get to discussing the detail of the workflow, where honestly different interpretations can arise. In either case, prior agreement ...
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