Description

Service Level Agreements (SLAs) are extensively utilised to define the scope of work and key responsibilities between a customer and a service provider. 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.

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

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Implementation and Management of Service Level Agreements

By Supply Chain Academy

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