One of our clients has found themselves in an unwanted position as their major outsourcing partner fails to perform according to contracted SLA and terms. This case has highlighted the importance of a well-documented supplier relationship governance process. It is often only when there are difficulties in the relationship that you find the need to refer back to agreements, minutes of meetings and other documentation supporting your case. Having control over documentation, meeting structures and management level relations can shorten the escalation process substantially says Pia Norgren, Management Consultant.