What are the Goals?
By the end of this online 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
Who is this Training Course for?
This online 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 COPEX online 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
How will this Training Course be Presented?
This COPEX online training course will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented.
- 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
- 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 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
- 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
- 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
- COPEX e-Certificate of Attendance will be provided to delegates who attend and complete the course
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