DEVELOPING, MANAGING CONTRACTS AND SERVICE LEVEL

DEVELOPING, MANAGING
CONTRACTS AND SERVICE
LEVEL AGREEMENTS
25 - 27 March 2015
PARTICIPANTS ATTENDING
THE PROGRAM WILL:

Understand basic
outsourcing
considerations

Learn the features,
functions and
benefits of lean
contracts

Understand the
different contract
types and
when/how to apply
them

Understand the
basics of SLAs

Learn how to define
service levels


Understand how to
monitor the
contractor
performance and
relate the
performance to
penalties and
rewards
Learn how to
develop and
negotiate a contract
– the contracting
cycle
Premier Hotel O.R Tambo,
Johannesburg
MFUNDO CONFERENCING
73 Boshcendal House, Helderkruin, Rooderport,
Johannesburb
Tel: 011 075 3727/072 711 0391
[email protected]
www.mfundotraining.co.za
Delegate Fee: R9 875.00
WORKSHOP METHODOLOGY
This training will be conducted along workshop
principles with formal lectures and many interactive
exercises. The exercises will cope with different areas
like operations, maintenance and IT.
ORGANISATIONAL IMPACT
Ensure that you get the most out of your SLAs: you will
be able to improve, negotiate and realize better SLAs!
Avoid potential pitfalls regarding developing and
establishing SLAs
Saving time, money and irritation
PERSONAL IMPACT
By attending the workshop, participants will add value
for themselves. They will thus be able to plan and
develop a future career.
Course outline and overview
Learn how Procurement Experts IDENTIFY RISKS and enter into ‘STREETWISE’ Business Contracts & Service Level Agreements (SLA’s), all within the
context of World Class Procurement Strategies. This workshop introduces a step-by-step approach to creating and managing business contracts and SLA’s.
This includes strategic planning, key terminology, essential legal elements, management and administration.
This training workshop 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. 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 the workshop with practical tools & practices to develop improved SLAs.
WORKSHOP OBJECTIVES
This is a very interactive training workshop and it will give you a detailed overview of how to develop and implement business contracts (esp. SLAs) – what to
include and what to avoid! It will highlight the benefits and pitfalls of SLAs, and alternative approaches, using case studies and exercises as illustrations.
Competencies Emphasised
This workshop introduces participants to the skills and knowledge areas of contracting of today, such as:







Outsourcing considerations
Contract types
Basic elements of SLAs
Developing SLAs
Key Performance Indicators and Balanced Scorecards to monitor performance
Negotiating aspects
Contract management
WHO SHOULD ATTEND?
The training workshop will benefit all procurement professionals negotiating contracts (SLAs) and managing relationships with internal and external suppliers.
Teams who have been assigned the responsibility of establishing SLAs will find it extremely useful to attend this workshop as a unit.
Day 1 – Outsourcing (Procurement) Considerations
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Introduction to program
Introduction delegates
Asset Management – roles and the relationship with contracting
Considerations in outsourcing activities – what to outsource and what not?
Outsourcing models
Case study regarding outsourcing
Day 2 - Basic Elements of a SLA
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Introduction to different contract types – when to apply what contract type?
Lean contracts
What is a SLA?
Parties involved
Assessment of Service levels – current & required
Defining Key Performance Indicators to monitor the performance of all parties involved
Use of Balanced Scorecard with SLAs
How to relate payments and rewards to contractor performance
Is a SLA always the right solution? – partnerships
Vendor management
Interactive exercise regarding service levels & performance indicators
Day 3 - Developing the SLA

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The contracting cycle
The tendering process – modern ways of tendering
Costing the service
Choosing the right contractor
Writing the SLA – SLA templates
Review the draft SLA
Implementing contract management & delivery – how to make it work
Interactive exercise regarding review of existing contracts
Negotiating the SLA

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Everything is about expectations
Defining the negotiation objective
Determine your primary, alternative and elegant currencies
Negotiation ploys and tactics – tips and tricks
Interactive exercise and role play regarding negotiating
DEVELOPING, MANAGING CONTRACTS AND SERVICE LEVEL AGREEMENTS
MFUNDO CONFERENCING
73 Boshcendal House, Helderkruin, Rooderport, Johannesburb
Tel: 011 075 3727/072 711 0391
[email protected]
www.mfundotraining.co.za
25 - 27 March
2015
Registration
Form
R9 875.00
Authorizing Person
Fax
Email
Address
Delegate Information
Title
Cell Number
Email
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Fee includes course documentation lunch and
refreshments