Why
Choose this Training Course?
This
contracts management 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
York Britishtraining 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?
By
the end of this York Britishtraining course, 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
Who
is this Training Course for?
This
York Britishtraining course will benefit all levels of personnel engaged in purchasing and procurement,
commercial and contracts management departments, and technical operatives providing performance under service
level agreements. It will enable them to contextualise their work, understand the contract and become aware of
the different issues and risks associated with SLA contracting.
This
York Britishtraining course is suitable for a wide range of professionals but will greatly benefit:
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
How
will this Training Course be Presented?
This
contracts management training course will utilise a variety of proven adult learning techniques to ensure
maximum understanding, comprehension and retention of the information presented. This includes high levels of
participant discussion, group interaction, delegate group exercises and case studies. Delegates will be
encouraged to raise their own issues and problems faced within their industry or organisations for discussion on
a confidential basis.The Course Content
Day One: What are Contracts and how are they Created?
The need for contractual relationships
What is needed to create a valid contract? Ingredients and formalities
Authority and agency
The tender process
Alternative sourcing
Making contracts enforceable – with particular emphasis on the international context
Day Two: The Structure of Contracts
Form of Agreement
Hierarchy of Terms and Conditions
Different contractual structures
Traditional and new
Risk and Title (ownership) in international trade - When does it transfer?
Notices and other formalities
Which law and which courts?
Day Three: Collateral Documents
Securitising performance obligations
Bonds and guarantees
Parent company guarantees
Letters of intent, comfort or awareness
Insurance policies
Assessing the need for financial security
Day Four: Change and Variation
Changes to Contract documents
Assignment/Novation explained and distinguished
Variation clauses and changes to the scope of work
Claims – what they are and how they arise
Delay and disruption
Force majeure
Day Five: Resolving Disputes
Conflict avoidance and tiered dispute resolution clauses
Negotiation
Litigation
Arbitration
Mediation, ENE and new best practices in dispute resolution and management
Final questions and review
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