Implementation and Management of Service Level Agreements
Service Level Agreements (SLAs) are extensively utilised to define the scope of work and key responsibilities between a customer and a service provider. Given their ubiquity in modern business relationships, it is fundamental that all relevant personnel are familiar with the defining characteristics of SLAs and how the design and implementation of these contracts can impact operational efficiency and brand reputation.
Who is the programme for?
- Contract Managers
- Supply Chain Managers
- Sales Executives
- Other Managers and Executives
- Procurement professionals
- Buyers
- Account Managers
- Operations Managers
Participants will learn how to:
- Understand why SLAs are so important for good business management
- Apply a process to develop effective SLAs that define service level expectations and drive desired behaviours
- Identify methods by which the SLA can be measured and performance monitored
- Have an understanding of KPI’s and the relevance of critical success factors
Course topics include:
- Procurement cycle, process structure and tendering
- Best practice contract management and the 3 C’s
- Supplier performance measurement and KPIs
- SLA use, benefits and application
- The SLA development process
- The monitoring and control of SLAs
