Service Level Agreements (SLA's) - Do they meet the Business Need?
Details
ADVANCED
Developing Service Level Agreements
Plan the 'what', the 'how' and the 'when' of service level agreements.
The workshop aims to equip participants with the ability to design and draft service level agreements. Examine how to manage provider performance through the creation of legally binding service level agreements.
Outline
1 DAY COURSE
LEARNING OUTCOMES
Our practical one-day course will equip you with the knowledge and tools to:
- Design a service level agreement that matches the challenge of the category to the rights and obligations of the contract.
- Draft performance standards and KPIs relating them to the key contract deliverables.
- Critically analyse the key clauses of a service level agreement.
- Design and execute a service level agreement that allows a contract manager to oversee a supplier's performance.
- Manage variations and revisions to ensure the service level agreement adapts to any changes in the contract.
BENEFITS OF ATTENDING
- Increased confidence designing a service level agreement in tune with the challenge and complexity of the category and ensuring performance meets contractually agreed standards.
- More effective in ensuring the service level agreement will meet the business need.
- Lowers the likelihood the service level agreement will fail due to lack of role clarity or resources or neglecting to manage the performance of the provider.
COURSE OVERVIEW
1 - 'Agreements' in general/types of agreements
2 - Drafting obligations and/or expectations
3 - Legally binding obligations
4 - How do we measure performance?
5 - Enforcing the essentials
6 - Building a Service Level Agreement
7 - Structure, content and purpose of SLA elements
8 - Key Performance Indicators [KPIs]
9 - Incentivisation
AUDIENCE
This workshop will be of benefit to practitioners who are responsible for post award contract management and need to identify responsibility for managing elements of service level agreements once the contract is underway. The workshop will be relevant to managers responsible for external provider performance.
Speaker/s
Comprara is an organization that specializes in offering expertise for supplier and cost management solutions across three key areas – People, Process and Technology.
Comprara is all about supporting procurement and commercial leaders and their teams to gain more ground in the way they purchase to add increased value back into their organisation.
Comprara work with ASX 200 companies including some of the largest organisations in Australia and New Zealand in Telecommunications, Health, Energy, Financial Services, Retail Banking, Aviation, Manufacturing, Utilities, Transport, FMCG, Resources as well as the Public Sector to name just a few.
