Implementation and Management of Service Level Agreements
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 WOULD BENEFIT FROM THIS COURSE
- 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
Satisfied Customers
“We wanted our people to be more effective in line with our strategy. We have a good relationship with the Supply Chain Academy as they understand our business. I have had great feedback from the team on how effective the course was which they used immediately.”
“The team have made real positive changes since the training day at Supply Chain Academy; the course was highly relevant, a good mix between theory and practice and colleagues appreciated the relevance of the scenarios and case study to help them take the learning and apply at work.”
Our Creative Team
Paul Stone
Managing Director
Paul is an experienced Human Resources and Managing Director with a demonstrated history of working in Blue Chip multinationals, professional services, the public sector and more recently in the education management industry.
Neil Roll
Operations Director
Neil has been working in senior positions within supply chain education for the past five years, following over 25 years’ of practical logistics experience in a blue chip multinational company.
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