The Course Content
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 underperforming 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