Objectives
At the end of the course the participants will be able to
Plan&draft a range of service level agreements & construct & 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
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
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 underperforming 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
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