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Training Workshop on
Service Charters and Service Level Agreements from 6th to 17th February 2023 in
Mombasa, Kenya
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Workshops
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Whatapp
Venue:
PrideInn Paradise Beach Resort, Mombasa, Kenya
Course
Fee: 3,000USD
Office
Telephone: +254-702-249-449
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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:
Understand
Basic Outsourcing Considerations
Learn
the Features, Functions and Benefits of Lean Contracts
Understand
the Different Contract Types and When / How to apply
them
Understand
the Basics of SLAs
Learn
How to Define Service Levels
Understand
How to Monitor the Contractor Performance and Relate the Performance to
Penalties and Rewards
Learn
How to Develop and Negotiate a Contract – The Contracting
Cycle
Understand
Negotiating Tips & Tricks
Learn
How to Manage SLAs during the Contracting Period
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:
Service
Delivery professionals/Quality Assurance Professionals Contract
Administrators, Contract Professionals and Project
Coordinators
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
COURSE
CONTENTOutsourcing
Considerations
Introduction
to Program
Introduction
Delegates
Asset
Management - Roles and The Relationship with
Contracting
Considerations
in Outsourcing Activities – What to outsource and what
not?
Outsourcing
Models
“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
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
Assessment
of Service Levels – current & required
Defining
Key Performance Indicators to Monitor the Performance of All Parties
Involved
Use
of Balanced Scorecard with SLAs
How
to Relate Payments and Rewards to Contractor
Performance?
Is
SLA always the right solution?
– partnerships
Vendor
Management
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
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
The
Contracting Cycle
The
Tendering Process – Modern Ways of
Tendering
Costing
the Service
Choosing
the Right Contractor
Writing
the SLA – SLA Templates
Review
the Draft SLA
Implementing
Contract Management & Delivery – How to make it
work?SLA
in Supplier Performance Management·
Supplier
Service Level Agreements·
Steps
to Continuously Manage Vendor Performance and SLAs·
Key
Features and Benefits of Vendor SLANegotiating
the SLA
Everything
is About Expectations
Defining
the Negotiation Objective
Determine
Your Primary, Alternative and Elegant Currencies
Negotiation
Ploys and Tactics – tips and tricks
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 underperforming contractor
Learning
and applying lessons for the next SLA
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
General
Notes
This
course is delivered by our seasoned trainers who have vast experience as
expert professionals in the respective fields of practice. The course is
taught through a mix of practical activities, theory, group works and case
studies.
Training manuals and additional reference materials are provided
to the participants.
Upon
successful completion of this course, participants will be issued with a
certificate.
We
can also do this as tailor-made course to meet organization-wide needs.
Contact us to find out more:
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The
training fee covers tuition fees, training materials, lunch and training
venue. Accommodation and airport transfer are arranged for our participants
upon request.
Payment should be sent to our bank account before start of
training and proof of payment sent to:
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Looking
forward to your attendance.
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