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Course Description
Service Level Agreements contain information on the quality, quantity, delivery time, response, and problem-solving times of the services provided to the customer by the service provider by an agreement between the customer and the service provider.
This training program emphasizes the importance of long-term partnership arrangements with external service providers in implementing the strategic goals of the Service Level Agreements for companies. Those governing such Level of Service Agreements aim to show how partnerships in this contract will work and how to deal with problems when a problem is encountered.
What Do Participants Learn?
- Plan And Draft Service Level Agreements
- Construct, Control Contract Negotiations And Disputes
- Including Quality Service Level Agreements In Procurement Processes
- Negotiating Service Level Agreements With Internal And External Suppliers
- Certification Of Appropriate Quality Outputs From Service Contracts
- Evaluation Of Possible Outcomes From Alternative Service Performance Frameworks
- How To Improve SLA
Who Should Attend?
- Managers
- Leaders
- Supervisors
- Executives
- Contracts, Purchasing, and Project Personnel
What Will the Learning Experience Include?
Phase: 1
Introduce
- Comprehensive pre-program activities include:
- Web-based information forms & surveys completed by attendee.
- Direct consultation with the attendee about the expectations.
- During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
- Participants learn from expert trainers who have both academic and business experiences.
- Highly applicable training content & instructive activities for adding depth to training topics.
- **A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Phase: 2
Explore & Practice
Phase: 3
Apply
- Apply & sustain the learning experience by using this ongoing support:
- To ensure participant has new skills or behavior progress.
- Optional, fee-based mentoring & coaching with the trainer.
- Training materials & additional documents (e-books, pdf files, presentations and articles)
- Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
Section One: Fundamentals Of Service Level Agreements
- How To Measure The Quality Of Performance
- Achieving Quality With SLAs
- Key Objectives
- Contracts And Contract Replacements
- Services Purchased From Contractors
- Using SLAs With Their In-house Customers
Section Two: Key Components Of Service Level Agreements
- Which SLA Services Are Being Measured?
- Quality Measurement
- To Manage, Measure And Report Service Performance
- Responsibilities Of The Customer
- Solving And Managing Problems, Sharing Risks
- Termination Of The Agreement
Section Three: Drafting SLAs
- Drafting Concept
- Building A Model For The SLAs
- Key Elements Of A Quality SLA
- Finding The Best Measurement Method
- Carrot On A Stick Achievement
- SLA Checklists
Section Four: Contract Management In Action
- Analyzing Processes
- Scaling To Manage Quality Performance
- Change Management: Keeping SLAs Relevant
- Negotiation Techniques To Manage The Variation
- Customer Intervention Options To A Low-performing
- Lessons Learned From The SLA Experience And Preparing For The Next
Section Five: Improving Your SLA
- Set Reasonable And Attainable Goals
- Importance Of Transparency And Honesty
- Hire The Right Experts
- Train Your Staff
- Include Hold Harmless Clauses
- Conclusion
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Understanding Success Factors in Oil & Gas Industry
Oil & Gas Commercial Contracts & Negotiation Skills
Finance & Accounting for the Oil & Gas Industry
Petroleum Engineering
Fundamentals of Oil and Gas Industry
Risk Management for Oil & Gas Projects
Oil & Gas Gravity Separation
Natural Gas Liquids Recovery (NGLs)
Natural Gas Dehydration Technology
Basic Instrumentation For Process Operators
Test Shadi
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Certification
Averest Training Certificate of Completion or delegates who attend and complete the training course
This course is certified by:
On-Site Training
This Course can be customized delivered to a group at your facility saving time and money.