Why You Should Attend This Course:
The 7 Common Mistakes to fail a Service Level Agreement (SLA) must be avoided and the 5 Essentials must be built into a solid SLA.
SLA in Outsourcing Contracts have become a prevalent element in today s business context. Strategic outsourcing can save money and valuable time for any organisations. Whatever differences the business situation may be, careful planning, risks identification and assessment of one s requirements are absolute musts for any organisations before embarking on this outsourcing journey. It is important to build a solid SLA for effective working relationship to flourish between the vendor provider and the customer, so as to achieve the agreed performance standards and Key Performance Indicators.
SLAs are becoming standard business practices across a broad spectrum of industries. They have developed as a result of businesses placing greater emphasis on the need for speedy and quality service to compete and survive in today s crowded marketplace - service quality is often seen as the deciding factor that wins and retains customers.To compete successfully, companies must proactively manage the quality of their services. Since provisioning of these services is dependent on multiple partners and management of partner services, SLAs are critical for success in defining and managing expectations among partners for performance, customer care, billing, service provisioning and other business areas including Service Level Management.
This 2-day course will equip you with the knowledge and techniques to devise and develop a solid Service Level Agreement, and also introduces strategies for developing a robust outsourcing process and guiding principles that govern every outsourced project. This is essential to reduce the level of risks in the outsourcing equation. It also explores how a manager can work effectively with vendors and consultants to foster stronger partnership, and values for continuous learning for business sustainability.
To enhance practical learning and application, written exercises will be provided. A sample Outsourcing Contract with SLA will be given to each participant, including a detailed "clause-by-clause" analysis of the document.
Learning Outcome
Course Outline:
Why Do We Need Service Level Agreement (SLA)?
Negotiating a Solid SLA
Five Breakthrough Stages of Difficult Negotiations
What SLA should cover?
Responsibilities of SLA
Communication Strategies in Service Level Management (SLM)
Managing the Parties
Services, Service Levels & Key Performance Indicators (KPI)
Planning a Balanced SLA document in Outsourcing Contract
Clauses in Service Levels Agreements
Who Will Benefit?
This course is suitable for any individual who is involved in the Service Level Management process, whether at a technical, operational, supervisory or managerial level. It is also suitable for any Personnel from various functions such as IT, Supply Chain, Purchasing, Sales, Financial, Service Delivery, Contract Management, Commercial Planning, Quality Control and Outsourcing etc.
Trainer s Profile:
Prof Catherine Tay Swee Kian is an Associate Professorial Fellow lecturing law at the National University of Singapore, Department of Strategy and Policy (NUS Business School). She is also an Advocate and Solicitor of the Supreme Court of Singapore and an author of several law books, including contract law book. She is a Barrister-at-Law from Lincoln s Inn, United Kingdom.
Prof Tay studied law at Queen Mary College, University of London and graduated with a Master of Laws, in which she specialised in Company, Shipping, Insurance and Marine Insurance Laws. She did her pupillage under the Honourable Lady Mary Hogg in London and returned to Singapore in the law firm of Rodyk & Davidson.
Prof Tay was on the Board of Overseas Editors for the (United Kingdom) Journal of Financial Crime, an official publication of the Cambridge International Symposium on Economic Crime. She has presented papers at many conferences and seminars on Business Law, Medical Law, Company and Insolvency Laws both overseas and in Singapore. Prof Tay is an examiner on law subjects for a number of professional bodies in Singapore and overseas. She also conducts in-house seminars for hospitals, banks, statutory boards, hotels, commercial firms and companies, clubs and associations.
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