[PyFeyn] Training Workshop on Service Charters and Service Level Agreements from 6th to 17th February 2023 in Mombasa, Kenya

[Skills for Africa Training Institute]

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Training Workshop on 
Service Charters and Service Level Agreements from 6th to 17th February 2023 in 
Mombasa, Kenya

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Workshop

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Calendar for 2023 
Workshops
 

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Whatapp
 
Venue: 
PrideInn Paradise Beach Resort, Mombasa, Kenya
Course 
Fee: 3,000USD
Office 
Telephone: +254-702-249-449
Register as a group of 5 or more participants and get 15% discount 
on the course fee. 
Send 
us an email: 
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training at skillsforafrica.org or call +254-702-249-449
 
INTRODUCTION
This 
Service Charters and Service Level Agreements training course will ensure that 
you understand how to decide rationally what activities to outsource and what 
not, how to select the best contractor and how to evaluate the delivered 
performance of all parties involved. On this training course, you will 
understand the different contract types, the pros and cons of SLAs, avoid the 
potential pitfalls and improve the performance. Balanced scorecards to measure 
the contractor performance, used in several branches will be discussed. Through 
a combination of teaching and group work, you will leave this training course 
with practical tools & practices to develop improved 
SLAs.
In 
the competitive environment of today, managing your contracts regarding 
outsourced activities like IT, operations, maintenance and facilities management 
are more than ever an important issue. Service Level Agreements (SLAs) are being 
applied as a highly effective way to manage and control the relationship between 
the service provider and the end-user, both internally and externally. It 
manages the expectations of both parties, sets out the parameters of 
responsibility and offers performance indicators. Creating and managing formal 
agreements with suppliers of equipment and maintenance services requires not 
only a complete understanding of the business requirements and organization 
needs, but also depends on keeping up-to-date on 
contracting.
COURSE 
OBJECTIVES
At 
the end of the course, the participants will be able to:
Understand 
  Basic Outsourcing Considerations
Learn 
  the Features, Functions and Benefits of Lean Contracts
Understand 
  the Different Contract Types and When / How to apply 
  them
Understand 
  the Basics of SLAs
Learn 
  How to Define Service Levels
Understand 
  How to Monitor the Contractor Performance and Relate the Performance to 
  Penalties and Rewards
Learn 
  How to Develop and Negotiate a Contract – The Contracting 
  Cycle
Understand 
  Negotiating Tips & Tricks
Learn 
  How to Manage SLAs during the Contracting Period
DURATION
10 
Days
WHO 
SHOULD ATTEND
This 
training 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 contextualize their work, understand the contract and become aware of 
the different issues and risks associated with Service Charters and SLA 
contracting.
This 
training 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
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
COURSE 
CONTENTOutsourcing 
Considerations
Introduction 
  to Program
Introduction 
  Delegates
Asset 
  Management - Roles and The Relationship with 
  Contracting
Considerations 
  in Outsourcing Activities – What to outsource and what 
  not?
Outsourcing 
  Models
“Agreements” 
in general/types of agreements
·       
Memorandums of Understanding
·       
Goods agreements
·       
Service agreements
·       
Service Level Agreement
·       
Service Charters
·       
Contract Management Plans
Drafting 
obligations or expectations
·       
What is an obligation?
·       
What is an expectation?
·       
Essential terms (Conditions)
·       
Warranties
Legally 
Binding Obligations
·       
Terms essential to a contract
·       
Intermediate terms
·       
Enforcing legality
How 
do we measure performance?
·       
Who/what/when/how
·       
Objective or subjective measures?
·       
Including measurement in a contract
Enforcing 
the essentials
·       
Identify and manage risks
·       
Communicate with stakeholders
·       
Establish and sustain contract management 
capability
·       
Establish systems and procedures
·       
Management reporting on contracting activity
·       
Quality assurance of contracting activities
·       
Managing panel arrangements
Building 
a Contract Management Plan
·       
Relationships
·       
Transition arrangement
·       
Skills and experience required
·       
Responsibilities
·       
Contract start-up
·       
Administration of the contract
·       
Contractor performance
·       
Variations
·       
Extension options
·       
Disputes
·       
Record Keeping
·       
Lessons learned
 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
Assessment 
  of Service Levels – current & required
Defining 
  Key Performance Indicators to Monitor the Performance of All Parties 
  Involved
Use 
  of Balanced Scorecard with SLAs
How 
  to Relate Payments and Rewards to Contractor 
  Performance?
Is 
  SLA always the right solution? 
  – partnerships
Vendor 
  Management
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
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
The 
  Contracting Cycle
The 
  Tendering Process – Modern Ways of 
  Tendering
Costing 
  the Service
Choosing 
  the Right Contractor
Writing 
  the SLA – SLA Templates
Review 
  the Draft SLA
Implementing 
  Contract Management & Delivery – How to make it 
  work?SLA 
in Supplier Performance Management·        
Supplier 
Service Level Agreements·        
Steps 
to Continuously Manage Vendor Performance and SLAs·        
Key 
Features and Benefits of Vendor SLANegotiating 
the SLA
Everything 
  is About Expectations
Defining 
  the Negotiation Objective
Determine 
  Your Primary, Alternative and Elegant Currencies
Negotiation 
  Ploys and Tactics – tips and tricks
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
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
 
General 
Notes
This 
  course is delivered by our seasoned trainers who have vast experience as 
  expert professionals in the respective fields of practice. The course is 
  taught through a mix of practical activities, theory, group works and case 
  studies.
Training manuals and additional reference materials are provided 
  to the participants.
Upon 
  successful completion of this course, participants will be issued with a 
  certificate.
We 
  can also do this as tailor-made course to meet organization-wide needs. 
  Contact us to find out more: 
  training at skillsforafrica.org
The 
  training fee covers tuition fees, training materials, lunch and training 
  venue. Accommodation and airport transfer are arranged for our participants 
  upon request.
Payment should be sent to our bank account before start of 
  training and proof of payment sent to: 
  training at skillsforafrica.org
 
 

 
Looking 
forward to your attendance.
 
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