Training Course On Service Charters And Service Level Agreements

INTRODUCTION

Organizations must master the art of outsourcing and contract management to maintain a strategic edge. The Service Charters and Service Level Agreements (SLA) Training Course provides participants with the critical skills needed to navigate the intricacies of modern contracts, focusing on the complexities of deciding what activities to outsource, selecting the best contractors, and meticulously evaluating the performance of all parties involved. This training course delves deeply into the essential aspects of managing SLAs—highly effective tools that govern the relationship between service providers and end-users, whether internally or externally. By clearly defining expectations, responsibilities, and performance indicators, SLAs help ensure that service levels meet or exceed the required standards. This course provides participants with practical knowledge on how to create and manage these agreements effectively, with an emphasis on avoiding common pitfalls and enhancing overall service performance. Through a blend of expert-led discussions and collaborative group work, participants will explore different types of contracts, understand the benefits and challenges of SLAs, and learn how to apply balanced scorecards—a method used across various industries to accurately measure contractor performance. By the end of this Service Charters and Service Level Agreements (SLA) Training Course, participants will be equipped with the tools and techniques necessary to develop and negotiate robust contracts, manage ongoing SLAs, and implement strategies that align with their organization's strategic goals.

Key Learning Outcomes

By the end of this Service Charters and Service Level Agreements (SLA) Training Course, participants will be able to:

• Make informed decisions about outsourcing and understand the critical factors in selecting what to outsource.
• Learn the Features, Functions, and Benefits of Lean Contracts
• Gain a comprehensive understanding of different contract types and know when and how to apply them effectively.
• Develop a foundational knowledge of SLAs, including defining service levels and linking contractor performance to rewards and penalties.
• Acquire the skills to develop and negotiate contracts from start to finish, applying best practices throughout the contracting cycle.
• Enhance their ability to monitor and manage SLAs during the contracting period, ensuring they remain effective and relevant.
• Learn advanced negotiation techniques, including tips and tricks to secure favorable terms.
• Understand how to apply balanced scorecards to monitor contractor performance and align SLA outcomes with corporate strategies.

Who Should Attend?

This Service Charters and Service Level Agreements (SLA) Training Course is designed for professionals involved in the management and administration of contracts, particularly those related to service delivery. It will greatly benefit:

• Service Delivery Professionals and Quality Assurance Experts
• Contract Administrators, Managers, and Project Coordinators
• Buyers, Procurement Officers, and Purchasing Professionals
• IT Professionals involved in managing contracts
• Those responsible for the planning, evaluation, preparation, and management of tenders and awards for service contracts or internally-supplied corporate services

DURATION

10 Days

Course Content

Outsourcing Considerations

• Introduction to Program
• Introduction to Delegates
• Asset Management: Roles and Relationship with Contracting
• Considerations in Outsourcing Activities: What to Outsource and What Not to Outsource?
• Outsourcing Models

Understanding Agreements

• Types of Agreements: Memorandums of Understanding, Goods Agreements, Service Agreements, Service Level Agreements, and Service Charters
• Contract Management Plans
• Drafting Obligations or Expectations: Defining Obligations, Expectations, Essential Terms (Conditions), and Warranties

Legally Binding Obligations

• Essential Contract Terms
• Intermediate Terms
• Enforcing Legality

Performance Measurement

• Measuring Performance: Who, What, When, and How?
• Objective vs. Subjective Measures
• Including Measurement in a Contract

Risk Management

• Identifying and Managing Risks
• Communicating with Stakeholders
• Establishing and Sustaining Contract Management Capability
• Establishing Systems and Procedures
• Management Reporting on Contracting Activity
• Quality Assurance of Contracting Activities
• Managing Panel Arrangements

Building a Contract Management Plan

• Relationships
• Transition Arrangements
• Skills and Experience Required
• Responsibilities
• Contract Start-up
• Administration of the Contract
• Contractor Performance
• Variations and Extension Options
• Disputes and Record-Keeping
• Lessons Learned

Principles and Functions of SLAs

• The Need to Measure Quality of Performance
• Achieving Quality Through SLAs
• Key Objectives
• SLAs: Contracts or Contract Substitutes?
• Introducing SLAs for Contractor-provided Services
• Corporate SLAs: Internal Departments
• Assessment of Service Levels: Current & Required
• Defining Key Performance Indicators (KPIs) to Monitor Performance
• Use of Balanced Scorecards with SLAs
• Linking Payments and Rewards to Contractor Performance
• SLAs in Partnerships and Vendor Management

Key Elements of SLAs

• Services 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 and Negotiating SLAs

• Drafting Principles
• Model Structure for the SLA
• Essential Elements of a Quality SLA
• Measurement Language
• Carrots or Sticks? Encouraging Achievement
• SLA Checklists

The Contracting Cycle

• The Tendering Process: Modern Approaches
• Costing the Service
• Choosing the Right Contractor
• Writing the SLA: Templates and Best Practices
• Reviewing the Draft SLA
• Implementing Contract Management and Delivery

SLA in Supplier Performance Management

• Supplier Service Level Agreements
• Continuously Managing Vendor Performance and SLAs
• Key Features and Benefits of Vendor SLAs

Negotiating the SLA

• Understanding Expectations
• Defining the Negotiation Objective
• Identifying Primary, Alternative, and Elegant Currencies
• Negotiation Tactics: Tips and Tricks

Managing the SLA

• Review Processes
• Escalation Procedures for Managing Quality Performance
• Keeping SLAs Relevant: Managing Changes
• Negotiating Variations
• Customer Intervention for Underperforming Contractors
• Lessons for Future SLAs

Using a Scorecard Approach to SLA Management

• Origins of the Scorecard Approach
• Aligning the SLA with Corporate Strategy
• Balancing Stakeholder Needs
• Constructing an 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.
• 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