<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META content="text/html; charset=unicode" http-equiv=Content-Type> <META name=GENERATOR content="MSHTML 6.00.6000.16546"></HEAD> <BODY> <DIV style="BORDER-TOP: medium none; BORDER-RIGHT: medium none; BORDER-BOTTOM: #15b055 1.5pt solid; PADDING-BOTTOM: 4pt; PADDING-TOP: 0cm; PADDING-LEFT: 0cm; BORDER-LEFT: medium none; PADDING-RIGHT: 0cm; mso-element: para-border-div"> <P class=MsoNormal style="BORDER-TOP: medium none; BORDER-RIGHT: medium none; BORDER-BOTTOM: medium none; PADDING-BOTTOM: 0cm; TEXT-ALIGN: justify; PADDING-TOP: 0cm; PADDING-LEFT: 0cm; BORDER-LEFT: medium none; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; PADDING-RIGHT: 0cm; mso-outline-level: 2; mso-border-bottom-alt: solid #15B055 1.5pt; mso-padding-alt: 0cm 0cm 4.0pt 0cm"><A href="https://133IK.trk.elasticemail.com/tracking/click?d=4RSOGeS5HI6KFJixQpykUH7SBDSj0A2EdHdcqqEk-KNbCFUJVj9kGqYG6_CQrnCx1OqtbAB_veDOGTEaaBPGWo1f9Y73yye-cqCzA9pGGMeuC6zKfgxU8B8mhvW_ffLUBresDOVWHYY89QJ9DCxPKkM1"><?xml:namespace prefix = "o" ns = "urn:schemas-microsoft-com:office:office" />Training Workshop on Service Charters and Service Level Agreements from 6th to 17th February 2023 in Mombasa, Kenya<o:p></o:p></A></DIV> <A href="https://133IK.trk.elasticemail.com/tracking/click?d=Woapoy-pTrFhh792RHeJ9-Rt225YYsPmWjNWsqqrTtMC7rbIEn7bACTq2QukapquHstV-NVRnMTVw_CyeIHUsTz7AJ3a34sTptQrUTxmp2bbj5yRrfAgTCuC9PoXwNsskEnEDwBFuH6zKfx62VTagTSMVuMVTZ4ZOwQAi9OyyP0I0" target=_blank><o:p></o:p></A> <A href="https://133IK.trk.elasticemail.com/tracking/click?d=Woapoy-pTrFhh792RHeJ9-Rt225YYsPmWjNWsqqrTtPZHHNpqtkeqCJlE5qL2ySPICEAeGtJ5HRRWl_bxUKs1MPEsyyVXf1OCvcoyH3fK5vLMdYuw_Vwc7gh4pAhxQePKZ6_anC2PFgUNNwLtbFXxFZOgNWqMO5UJbyKKITh3S6F0" target=_blank>Register to attend the Workshop<o:p></o:p></A> <A href="https://133IK.trk.elasticemail.com/tracking/click?d=Woapoy-pTrFhh792RHeJ9-Rt225YYsPmWjNWsqqrTtPZHHNpqtkeqCJlE5qL2ySPICEAeGtJ5HRRWl_bxUKs1KpFD8l6DiAzrYk5_zrtnZED_PJuHDTUziXqCRLYBo3tNlqzP2PjFbBDPKYgE6P7rjy_oH9FFFFH2xtxmKvOwsNs0" target=_blank><o:p> </o:p></A> <A href="https://133IK.trk.elasticemail.com/tracking/click?d=4RSOGeS5HI6KFJixQpykUH7SBDSj0A2EdHdcqqEk-KNTFFNY6jLTlannTsFNp1-eoD50mAeEn2O1m-n0dAys0g9i8fZONBmdRrRSUReMrdO0iCeaUW0Cx-1LbPBH4mU7R_eYiYjM0UI0tv6d136TdBk1" target=_blank>Calendar for 2023 Workshops<o:p></o:p></A> <o:p></o:p> <A href="https://133IK.trk.elasticemail.com/tracking/click?d=4RSOGeS5HI6KFJixQpykUH7SBDSj0A2EdHdcqqEk-KM-cgdd93er8oiDD9RVWshiD9gHAKpmCRp9G4tOIZXu7F9V3VXQJWivewzKJrpCo8qrcPFSuk2kZIRYqg0jn67khQqdGs-99yTFJyPtiquk1T41" target=_blank>Contact us<o:p></o:p></A> <o:p></o:p> <A href="https://133IK.trk.elasticemail.com/tracking/click?d=TdO1gCuQ71hpWL60BWNntuwf2IWJfk_kJQ_Oex5_ejjXvXhSna5rFf3CT8h5kfAR1mHTbk20_CJmCsaaUH5kSDglcMI01et2JPeSrk1ej0TeSSbLnNYeW_yTZaIwrriJMNEvETuWLwaKAT4mZdcIBnI1" target=_blank>Whatapp<o:p></o:p></A> <o:p></o:p> Venue: PrideInn Paradise Beach Resort, Mombasa, Kenya<o:p></o:p> Course Fee: 3,000USD<o:p></o:p> Office Telephone: +254-702-249-449<o:p></o:p> Register as a group of 5 or more participants and get 15% discount on the course fee. <o:p></o:p> Send us an email: <A href="https://133IK.trk.elasticemail.com/tracking/click?d=ra_Krquym_vAH7a0xfyiRRRJ0mmMognyg56kmPeJDcOATg5hRkN4jmHMwEzF0zgtO48KNNuLGUdwlG1qKjUnbUM2IeT0IcOWbfJllT42JsXf6Y19QhWC8oKCg0wGVhMM5oWkFfNVra2AOw6uo1unI7_5cVj31eURqhz_zehlqB8IotsXCqyXO2xmLyikJewOzQQbELIFiPq8R7X9GHpuCxWASZAC2-O240ubfmx57vE10" >MailScanner has detected a possible fraud attempt from "133ik.trk.elasticemail.com" claiming to be training@skillsforafrica.org </A>or call +254-702-249-449<o:p></o:p> <o:p> </o:p> INTRODUCTION<o:p></o:p> 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.<o:p></o:p> 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.<o:p></o:p> COURSE OBJECTIVES<o:p></o:p> At the end of the course, the participants will be able to:<o:p></o:p> <UL style="MARGIN-TOP: 0cm" type=disc> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Understand Basic Outsourcing Considerations<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Learn the Features, Functions and Benefits of Lean Contracts<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Understand the Different Contract Types and When / How to apply them<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Understand the Basics of SLAs<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Learn How to Define Service Levels<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Understand How to Monitor the Contractor Performance and Relate the Performance to Penalties and Rewards<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Learn How to Develop and Negotiate a Contract – The Contracting Cycle<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Understand Negotiating Tips & Tricks<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10">Learn How to Manage SLAs during the Contracting Period<o:p></o:p></LI></UL> DURATION<o:p></o:p> 10 Days<o:p></o:p> WHO SHOULD ATTEND<o:p></o:p> 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.<o:p></o:p> This training course is suitable for a wide range of professionals but will greatly benefit:<o:p></o:p> <UL style="MARGIN-TOP: 0cm" type=disc> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11">Service Delivery professionals/Quality Assurance Professionals Contract Administrators, Contract Professionals and Project Coordinators<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11">Buyers, Purchasing Professionals and Procurement Officers<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11">IT Professionals<o:p></o:p></LI> <LI class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11">Those involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally-supplied corporate services<o:p></o:p></LI></UL> COURSE CONTENT<o:p></o:p> <H4 style="BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 115%">Outsourcing Considerations<o:p></o:p></H4> <UL type=disc> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9">Introduction to Program<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9">Introduction Delegates<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9">Asset Management - Roles and The Relationship with Contracting<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9">Considerations in Outsourcing Activities – What to outsource and what not?<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9">Outsourcing Models<o:p></o:p></LI></UL> “Agreements” in general/types of agreements<o:p></o:p> · Memorandums of Understanding<o:p></o:p> · Goods agreements<o:p></o:p> · Service agreements<o:p></o:p> · Service Level Agreement<o:p></o:p> · Service Charters<o:p></o:p> · Contract Management Plans<o:p></o:p> Drafting obligations or expectations<o:p></o:p> · What is an obligation?<o:p></o:p> · What is an expectation?<o:p></o:p> · Essential terms (Conditions)<o:p></o:p> · Warranties<o:p></o:p> Legally Binding Obligations<o:p></o:p> · Terms essential to a contract<o:p></o:p> · Intermediate terms<o:p></o:p> · Enforcing legality<o:p></o:p> How do we measure performance?<o:p></o:p> · Who/what/when/how<o:p></o:p> · Objective or subjective measures?<o:p></o:p> · Including measurement in a contract<o:p></o:p> Enforcing the essentials<o:p></o:p> · Identify and manage risks<o:p></o:p> · Communicate with stakeholders<o:p></o:p> · Establish and sustain contract management capability<o:p></o:p> · Establish systems and procedures<o:p></o:p> · Management reporting on contracting activity<o:p></o:p> · Quality assurance of contracting activities<o:p></o:p> · Managing panel arrangements<o:p></o:p> Building a Contract Management Plan<o:p></o:p> · Relationships<o:p></o:p> · Transition arrangement<o:p></o:p> · Skills and experience required<o:p></o:p> · Responsibilities<o:p></o:p> · Contract start-up<o:p></o:p> · Administration of the contract<o:p></o:p> · Contractor performance<o:p></o:p> · Variations<o:p></o:p> · Extension options<o:p></o:p> · Disputes<o:p></o:p> · Record Keeping<o:p></o:p> · Lessons learned<o:p></o:p> Principles and Functions of Service Level Agreements<o:p></o:p> <UL type=disc> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">The need to measure quality of performance<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Why, when and how can SLAs help to achieve quality<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Key objectives<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">SLAs: Contracts or Contract substitutes?<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Introducing SLAs for services bought in from contractors<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Use of corporate SLAs between in-house departments<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Assessment of Service Levels – current & required<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Defining Key Performance Indicators to Monitor the Performance of All Parties Involved<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Use of Balanced Scorecard with SLAs<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">How to Relate Payments and Rewards to Contractor Performance?<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Is SLA always the right solution? – partnerships<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3">Vendor Management<o:p></o:p></LI></UL> Key Elements of a Service Level Agreements<o:p></o:p> <UL type=disc> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4">What services are being measured?<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4">Typical quality measures<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4">SLA Governance Frameworks: Managing, measuring and reporting service performance<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4">Duties of the customer<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4">Risk sharing and SLAs: Managing problems<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4">Termination of the agreement<o:p></o:p></LI></UL> Drafting your Service Level Agreement<o:p></o:p> <UL type=disc> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Drafting principles<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">A model structure for the SLA<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Essential elements of a quality SLA<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Using appropriate measurement language<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Carrots or sticks to encourage achievement<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">SLA checklists<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">The Contracting Cycle<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">The Tendering Process – Modern Ways of Tendering<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Costing the Service<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Choosing the Right Contractor<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Writing the SLA – SLA Templates<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Review the Draft SLA<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5">Implementing Contract Management & Delivery – How to make it work?<o:p></o:p></LI></UL> <H4 style="MARGIN: 2pt 0cm 0pt; LINE-HEIGHT: 115%">SLA in Supplier Performance Management<o:p></o:p></H4> <H4 style="MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-style: italic">· Supplier Service Level Agreements<o:p></o:p></H4> <H4 style="MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-style: italic">· Steps to Continuously Manage Vendor Performance and SLAs<o:p></o:p></H4> <H4 style="MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-style: italic">· Key Features and Benefits of Vendor SLA<o:p></o:p></H4> <H4 style="BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 115%">Negotiating the SLA<o:p></o:p></H4> <UL type=disc> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8">Everything is About Expectations<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8">Defining the Negotiation Objective<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8">Determine Your Primary, Alternative and Elegant Currencies<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8">Negotiation Ploys and Tactics – tips and tricks<o:p></o:p></LI></UL> Managing the in-life SLA <o:p></o:p> <UL type=disc> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6">Review processes<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6">Using escalation to manage quality performance<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6">Keeping the SLA relevant: Managing changes<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6">Negotiation techniques to manage the variation<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6">Customer intervention options with an underperforming contractor<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6">Learning and applying lessons for the next SLA<o:p></o:p></LI></UL> Using a Scorecard Approach to SLA Management<o:p></o:p> <UL type=disc> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7">Origins of the scorecard approach<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7">Aligning the SLA with the corporate strategy<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7">Balancing the needs of stakeholders<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7">Planning and Constructing a SLA scorecard<o:p></o:p></LI> <LI class=MsoNormal style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7">Key Performance indicators to support the SLA<o:p></o:p></LI></UL> <UL type=disc> <LI class=MsoNormal style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l4 level1 lfo1">Business process quality improvement<o:p></o:p></LI></UL> <o:p> </o:p> General Notes<o:p></o:p> <UL type=disc> <LI class=MsoNormal style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2">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.<o:p></o:p></LI> <LI class=MsoNormal style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2">Training manuals and additional reference materials are provided to the participants.<o:p></o:p></LI> <LI class=MsoNormal style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2">Upon successful completion of this course, participants will be issued with a certificate.<o:p></o:p></LI> <LI class=MsoNormal style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2">We can also do this as tailor-made course to meet organization-wide needs. Contact us to find out more: training@skillsforafrica.org<o:p></o:p></LI> <LI class=MsoNormal style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2">The training fee covers tuition fees, training materials, lunch and training venue. Accommodation and airport transfer are arranged for our participants upon request.<o:p></o:p></LI> <LI class=MsoNormal style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2">Payment should be sent to our bank account before start of training and proof of payment sent to: training@skillsforafrica.org<o:p></o:p></LI></UL> <o:p> </o:p> <o:p> </o:p> <o:p> </o:p> Looking forward to your attendance.<o:p></o:p> <o:p> </o:p></BODY></HTML> <img src="https://133IK.trk.elasticemail.com/tracking/open?msgid=tDJcNEwcyhpKsxm5maGEQg2&c=1493399465942517944" style="width:1px;height:1px" alt="" /><div style="text-align:center; background-color:#fff;padding-top:10px;padding-bottom:10px;font-size:8pt;font-family:sans-serif;"><a href="https://133IK.trk.elasticemail.com/tracking/unsubscribe?d=WllJe97b-RGrIZJXZFXhhet6AecjSFfHIUf8x0ZnVyfCV6Eh56iAdcL3LlDS2DgEm2C1YxiYVbivp0Id7UetBvV3yNS0zCTs4PaODDjBHTt70" style="text-align:center;text-decoration:none;color:#666;">UNSUBSCRIBE</a></div>