Service Level Agreements Training Course in Casablanca | European Quality Training and Management Consultancy

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Dubai

Service Level Agreements

508

Procurement and Supply Chain Management Training Courses

Service Level Agreements

Dubai

Hotel Name
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12 Jan 25 : 16 Jan 25

25 Hours

2950 USD

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This training course highlights the importance of Service Level Agreements to meet the needs of companies that are dependent on long-term partnership arrangements with external suppliers of services in achieving strategic goals. Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems.

The SLA establishes the measurement methodology that should drive the quality of service performance created as a legal contract between supplier and customer, or as a formal agreement between one internal supplier departments that provides corporate services to its internal client. It is imperative that everyone engaged in service provision understands the issues and processes involved in a service contract scenario.

This Training Course will feature:

The Benefits of Using Service Level Agreements
How the Different Levels of SLAs Operate
What is Involved in Planning, Writing and Managing Service Level Agreements
Different SLA Contracting Structures and Their Applications
SLA Strengths and Weaknesses, Dealing with Internal and External Contractors

What are the goals?

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?

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

Course Outline

Day One: 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
Day Two: 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
Day Three: 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
Day Four: 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 Under Performing Contractor
- Learning and Applying Lessons for the Next SLA
Day Five: 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

Day 1 - Asset Cost Management Introduction

Maintenance & Reliability Best Practices are critical for every successful individual and company. This workshop delivers many practical and new Maintenance and Reliability Best Practices concepts and tools. You will discuss these concepts and practice using practical tools in case studies and discussion groups. The costs associated with equipment downtime and reduced production can be significant. Learning how to effectively manage all aspects of your industrial facility is a must.This workshop is a combination of instructor lead topic areas and class discussions. Interactive discussions will allow you to hear and learn best in class applications relating to maintenance planning and cost management strategies. You will have the opportunity to ask lots of questions in order to consider how best to apply these tools and techniques in your organization.

Day 2 - Laying the Groundwork

Day 3 - Applying the Value based Process

Day 4 - Ensuring the Continuity of the Value-based Process

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