Code Date Venue Fees
WS007 28 - 29 Jan 2018 Dubai - UAE $2,400 Register
Home » Interactive Workshops » Understanding and Drafting Internal Service Level Agreements

Introduction

Service Level Agreements are now regarded as an essential tool in devising, examining and measuring the quality of a company’s service performance. Having a monitored measurable standard maximises the efficiency of its operation and output, can incentivise employees and enhance customer experience, feeding directly in to the company’s bottom line. Using the Harvard Study Method of a rolling worked problem, this workshop will feature:

  • The benefits of using an internal SLA
  • What is involved in planning and writing an internal SLA?
  • Devising measurable monitoring criteria
  • Creating an methodology – from the simple to the sophisticated
  • Documenting and using quality outcomes and results

Objectives

By the end of this workshop, participants will be able to:

  • Plan and Draft a range of internal service level agreements
  • Articulate how quality SLAs should be used by a company in service performance management
  • Negotiate service level agreements with internal suppliers
  • Document appropriate quality outcomes from service contracts
  • Evaluate the likely results from service performance frameworks

Training Methodology

This workshop will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented, but will be built around a continuous and developing problem to be the subject of pre-reading, group and plenary discussion and drafting.

Who Should Attend?

This workshop will appeal to a wide variety of contracts personnel particularly those that are:

  • Contract Administrators, Contract Professionals and Project Coordinators
  • Service Delivery professionals
  • Quality Assurance professionals
  • IT Professionals
  • Anyone involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally-supplied corporate services

Workshop Outline

Identifying the scope of your internal SLA

  • The Need to Measure Quality of Performance
  • When, When and How SLAs help to achieve quality?
  • Planning to meet Key Objectives
  • What services are being measured?
  • Drafting Principles and Model Structures
  • Use of Corporate SLAs between In-house Departments

Managing the in-life SLA

  • Review Processes
  • Planning and Constructing a scorecard approach
  • Keeping the SLA relevant = Managing Changes
  • Dealing with Underperformance
  • Aligning the SLA with Corporate Strategy

Accreditation

  • Quality Logo

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Home » Interactive Workshops » Understanding and Drafting Internal Service Level Agreements

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Understanding and Drafting Internal Service Level Agreements


Upcoming Dates

Code Date Venue Fees
WS007 28 - 29 Jan 2018 Dubai - UAE $2,400

Introduction

Service Level Agreements are now regarded as an essential tool in devising, examining and measuring the quality of a company’s service performance. Having a monitored measurable standard maximises the efficiency of its operation and output, can incentivise employees and enhance customer experience, feeding directly in to the company’s bottom line. Using the Harvard Study Method of a rolling worked problem, this workshop will feature:

  • The benefits of using an internal SLA
  • What is involved in planning and writing an internal SLA?
  • Devising measurable monitoring criteria
  • Creating an methodology – from the simple to the sophisticated
  • Documenting and using quality outcomes and results

Objectives

By the end of this workshop, participants will be able to:

  • Plan and Draft a range of internal service level agreements
  • Articulate how quality SLAs should be used by a company in service performance management
  • Negotiate service level agreements with internal suppliers
  • Document appropriate quality outcomes from service contracts
  • Evaluate the likely results from service performance frameworks

Training Methodology

This workshop will utilise a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented, but will be built around a continuous and developing problem to be the subject of pre-reading, group and plenary discussion and drafting.

Who Should Attend?

This workshop will appeal to a wide variety of contracts personnel particularly those that are:

  • Contract Administrators, Contract Professionals and Project Coordinators
  • Service Delivery professionals
  • Quality Assurance professionals
  • IT Professionals
  • Anyone involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally-supplied corporate services

SEMINAR OUTLINE

Identifying the scope of your internal SLA

  • The Need to Measure Quality of Performance
  • When, When and How SLAs help to achieve quality?
  • Planning to meet Key Objectives
  • What services are being measured?
  • Drafting Principles and Model Structures
  • Use of Corporate SLAs between In-house Departments

Managing the in-life SLA

  • Review Processes
  • Planning and Constructing a scorecard approach
  • Keeping the SLA relevant = Managing Changes
  • Dealing with Underperformance
  • Aligning the SLA with Corporate Strategy

Quality Logo

GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.

 

All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.



© 2017. Material published by GLOMACS shown here is copyrighted.
All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

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P.O. Box 74653, Dubai, United Arab Emirates
Tel : +971 - 04 - 425 0700, Fax : +971 (04) 425 0701, Email : info@glomacs.ae

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