This training course highlights the importance of Service Level Agreements to meet the needs of companies that are dependent on long-term partnership arrangements with external suppliers of services in achieving strategic goals. Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems.
The SLA establishes the measurement methodology that should drive the quality of service performance created as a legal contract between supplier and customer, or as a formal agreement between one internal supplier departments that provides corporate services to its internal client. It is imperative that everyone engaged in service provision understands the issues and processes involved in a service contract scenario.
Este curso de formação da Coventry Academy inclui
The Benefits of Using Service Level Agreements
How the Different Levels of SLAs Operate
What is Involved in Planning, Writing and Managing Service Level Agreements
Different SLA Contracting Structures and Their Applications
SLA Strengths and Weaknesses, Dealing with Internal and External Contractors
Quais são os objectivos?
By the end of this training course, participants will be able to:
Plan and Draft a Range of Service Level Agreements & Construct and Control Contract Negotiations & Disputes
Articulate How Quality SLAs Should be Included Within the Procurement Processes
Negotiate Service Level Agreements with Internal and External Suppliers
Document Appropriate Quality Outcomes From Service Contracts
Evaluate the Likely Results from Alternative Service Performance Frameworks
A quem se destina este curso de formação?
This training course will benefit All Levels of Personnel Engaged in Purchasing and Procurement, Commercial and Contracts Management Departments, and Technical Operatives providing Performance Under Service Level Agreements. It will enable them to contextualise their work, understand the Contract and Become Aware of the Different Issues and Risks Associated with SLA Contracting.
This Coventry Academy training course is suitable for a wide range of professionals but will greatly benefit:
Service Delivery Professionals / Quality Assurance Professionals Contract Administrators, Contract Professionals and Project Coordinators
Specifiers, Buyers, Purchasing Professionals and Procurement Officers
IT Professionals
Those Involved in the Planning, Evaluation, Preparation and Management of Tenders and Awards for Service Contracts or Internally-Supplied Corporate Services
Como é que esta ação de formação será apresentada?
This training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes high levels of participant discussion, group interaction, delegate group exercises and case studies. Delegates will be encouraged to raise their own issues and problems faced within their industry or organisations for discussion on a confidential basis.
Descrição do curso
Day One: Principles and Functions of Service Level Agreements
The Need to Measure Quality of Performance
Why, When and How Can SLAs Help to Achieve Quality
Key Objectives
SLAs: Contracts or Contract Substitutes?
Introducing SLAs for Services Bought in From Contractors
Use of Corporate SLAs Between In-House Departments
Day Two: Key Elements of a Service Level Agreements
What Services are Being Measured?
Typical Quality Measures
SLA Governance Frameworks: Managing, Measuring and Reporting Service Performance
Duties of the Customer
Risk Sharing and SLAs: Managing Problems
Termination of the Agreement
Day Three: Drafting Your Service Level Agreement
Drafting Principles
A Model Structure for the SLA
Essential Elements of a Quality SLA
Using Appropriate Measurement Language
Carrots or Sticks to Encourage Achievement
SLA Checklists
Day Four: Managing the In-Life SLA
Review Processes
Using Escalation to Manage Quality Performance
Keeping the SLA Relevant: Managing Changes
Negotiation Techniques to Manage the Variation
Customer Intervention Options with an Under Performing Contractor
Learning and Applying Lessons for the Next SLA
Day Five: Using a Scorecard Approach to SLA Management
Origins of the Scorecard Approach
Aligning the SLA with the Corporate Strategy
Balancing the Needs of Stakeholders
Planning and Constructing a SLA Scorecard
Key Performance Indicators to Support the SLA
Business Process Quality Improvement
O certificado
Coventry Academy Certificate of Attendance will be provided to delegates who attend and complete the course