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PUBLIC WORKSHOPS AND SEMINARS |
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CONFERENCES |
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CLIENT TESTIMONIALS: EE AND RELATED WORKSHOPS |
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CLIENT TESTIMONIALS: CUSTOMISED (IN-HOUSE) WORKSHOPS AND COURSES |
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EES-SIYAKHA CONFERENCE CENTRE |
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Service Level Agreements
Achieve optimal customer satisfaction, lower operational cost and higher levels of service delivery for the organisation!
Outsourcing, or contracting out, offers a number of benefits to the company including:
- Managing costs while delivering value
- Allowing the company to focus on its core business
- Facilitating access to the best technology
- Minimising labour difficulties
- Optimising the level of service delivery
- Close management of service against reward
Key to success is understanding the relationship involved and setting down the required levels of performance and the matching reward in a detailed but straightforward contract – the service level agreement.
There are many obstacles, legal and relational, to be avoided when establishing terms that will suit both parties. The relationship is neither one of employment nor one with a one-off contractor and the agreement must facilitate monitoring and control of performance without assuming the risk of delivery. At the same time, the service provider needs the assurance of appropriate reward for good performance and the promise of an enduring business partnership.
This course delivers the following outcomes:
- Understanding the nature of the relationships involved and the objectives of the contributing parties
- Familiarisation with the shape, content and purpose of a service level agreement
- How to define one’s own needs and realise these in the negotiating process
- How to use the agreement as a living document that manages the process of service delivery
- How to balance the legal constraints with the promotion of a productive working relationship
- Understanding the particular challenges posed by internal service level agreements
PROGRAMME
Day 1
- Introduction
- Understanding contracts as models of relationship management
- The business framework and the legal framework in agreements
Group exercise
- Why outsource? What should be outsourced? What is in it for the parties?
- What is the nature of the relationship that is established?
- What, in broad terms, does each party want to find in the agreement?
Group exercise
- The benefits of a defined process of negotiation, agreement, implementation
- Defining the core features of a service level agreement
- How does an internal SLA differ from a standard external SLA?
Short group debate
- Starting the process
- definition of company needs
- procurement and the legal pitfalls
- labour law implication
- Productive negotiation with the preferred provider
Group exercise
- Building the contract
- The remainder of the day spent in building the agreement through careful consideration of the core needs of both parties and the processes that need to be put in place to ensure their satisfaction
- identifying the services
- plotting the time lines
- modes of monitoring delivery
- opportunities for revision
- coping with necessary variables
- tools to preserve the relationship
- measurement of performance
- structuring of rewards
- All this to be plotted against a model SLA provided for consideration
Case studies for overnight study
Day 2
- Review of the first day
- Focus of the second day – the agreement as a living document
- Understanding the opportunities for ongoing review and renewal in tuning the agreement to both parties’ needs
- The contract as a roped climb – secure but dynamic
Group activity on case studies
- Process flows – understanding and monitoring them
- Measuring performance - who? how? when?
- Determining measurement criteria
Group exercise
- Performance management
- Working with the business imperatives of
- cost reduction and improved quality
- matching performance with reward
- coping with risk
- bonuses and penalties
Group exercise
- Identifying the key role players on both sides
- Identifying contact points and key communications
- Creating and maintaining a relationship of trust
- Honouring brand obligations
- Managing disputes
- Exit strategies
- Revisiting the contract as a relationship vehicle
Group presentation of core checklist
- Summary and conclusion
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ENQUIRIES ABOUT OUR CONSULTING SERVICES
E-mail Lungile Nxumalo or phone Lungile on (011) 726-3040 |
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ENQUIRIES ABOUT OUR WORKSKOPS AND SEMINARS
E-mail Hennie Oosthuizen or phone Hennie on (011) 726-3040 |
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ENQUIRIES ABOUT OUR CONFERENCE CENTRE
E-mail Caroline Chamboko or phone Caroline on (011) 726-3040 |
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ENQUIRIES ABOUT OUR CONFERENCES
E-mail Ryan Muller or phone Ryan on (011) 726-3040 |
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