Register to attend the
Workshop
Venue:
PrideInn Paradise Beach Resort, Mombasa, Kenya
Course
Fee: 3,000USD
Office
Telephone: +254-702-249-449
Register as a group of 5 or more participants and get 15% discount
on the course fee.
Send
us an email: [log in to unmask] or call +254-702-249-449
INTRODUCTION
This
Service Charters and Service Level Agreements training course will ensure that
you understand how to decide rationally what activities to outsource and what
not, how to select the best contractor and how to evaluate the delivered
performance of all parties involved. On this training course, you will
understand the different contract types, the pros and cons of SLAs, avoid the
potential pitfalls and improve the performance. Balanced scorecards to measure
the contractor performance, used in several branches will be discussed. Through
a combination of teaching and group work, you will leave this training course
with practical tools & practices to develop improved
SLAs.
In
the competitive environment of today, managing your contracts regarding
outsourced activities like IT, operations, maintenance and facilities management
are more than ever an important issue. Service Level Agreements (SLAs) are being
applied as a highly effective way to manage and control the relationship between
the service provider and the end-user, both internally and externally. It
manages the expectations of both parties, sets out the parameters of
responsibility and offers performance indicators. Creating and managing formal
agreements with suppliers of equipment and maintenance services requires not
only a complete understanding of the business requirements and organization
needs, but also depends on keeping up-to-date on
contracting.
COURSE
OBJECTIVES
At
the end of the course, the participants will be able to:
DURATION
10
Days
WHO
SHOULD ATTEND
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 contextualize their work, understand the contract and become aware of
the different issues and risks associated with Service Charters and SLA
contracting.
This
training course is suitable for a wide range of professionals but will greatly
benefit:
COURSE
CONTENT
“Agreements”
in general/types of agreements
·
Memorandums of Understanding
·
Goods agreements
·
Service agreements
·
Service Level Agreement
·
Service Charters
·
Contract Management Plans
Drafting
obligations or expectations
·
What is an obligation?
·
What is an expectation?
·
Essential terms (Conditions)
·
Warranties
Legally
Binding Obligations
·
Terms essential to a contract
·
Intermediate terms
·
Enforcing legality
How
do we measure performance?
·
Who/what/when/how
·
Objective or subjective measures?
·
Including measurement in a contract
Enforcing
the essentials
·
Identify and manage risks
·
Communicate with stakeholders
·
Establish and sustain contract management
capability
·
Establish systems and procedures
·
Management reporting on contracting activity
·
Quality assurance of contracting activities
·
Managing panel arrangements
Building
a Contract Management Plan
·
Relationships
·
Transition arrangement
·
Skills and experience required
·
Responsibilities
·
Contract start-up
·
Administration of the contract
·
Contractor performance
·
Variations
·
Extension options
·
Disputes
·
Record Keeping
·
Lessons learned
Principles and Functions of Service Level
Agreements
Key
Elements of a Service Level Agreements
Drafting
your Service Level Agreement
Managing
the in-life SLA
Using
a Scorecard Approach to SLA Management
General
Notes
Looking
forward to your attendance.