Management and Leadership

Introduction

SLAs 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.

Objectives
By the conclusion of this programme, learners will:

• Understand the role of Service Level Agreement (SLA) and how to align it to business objectives and goals
• Develop a robust SLA framework (strategy, process map and structure) to monitor, measure and evaluate on deliverables of contract terms and set achievable targets that work
• Using techniques to measure and evaluate service level performance
• Understand legal implications of non-compliance to the agreement and how to safeguard your business through robust Service Level Management (SLM)
• Liquidated damages and doctrine of penalties
• Developing well thought out termination or exit strategies to minimise business risks and complications
• Managing & handling disputes effectively, remedies and termination due to SLA failure
• Learning negotiation PIOC techniques
• Sharing Best practices in Break-through Strategies in Difficult Negotiations