Every Outsourcing Contract That You Enter Will Eventually Come To An END
1. The Contract Ends In Dispute
2. You Take The Service Back In House
3. You Get A New Supplier On Board
Service Level Agreements were drafted on the basis that the supplier would be fully operational and able to meet any service level targets or performance criteria.
Due to the disruption caused by COVID-19, new elements will need to be considered and added to service level agreements:
1. New Issues To Consider When Entering Into An SLA
2. Practical Ways To Cater For These New Issues In SLAs
3. Clauses That Can Help To Mitigate Risk In SLAs
It Is Critical To Build In Rights To Terminate
When Suppliers Do Not Deliver To Their Promises
- Incomplete SLA
- Failing To Include The Transitioning Clause
- Unclear Description Of Major Infractions of the SLA
- Failing To Ask The Right Questions To Address Issues Related To SLA Terms During Negotiation
Effective Service Performance Level
1. ACCURACY
Service level management ensures your service level target is achievable and accurate as part of SLAs.
2. ACCOUNTABILITY
Knowing who needs to do what, when, why, and how. Roles and responsibilities are clearly listed, internal and external communication properly facilitated.
3. AGILITY
Continually monitoring and reviewing services being provided, service levels, and SLAs so the best possible results can be achieved.
- How Is The Supplier Going To Organise Resources And Staffing To Service The Contract?
- Will There Be Any Changes In The Ways That Services Are Delivered (e.g. Online Vs In Person)?
- What Are The Downsides Of Any Service Delivery Changes?
- Is The Customer Happy To Accommodate The Way In Which The Service Provider Is Proposing To Service The Contract?
More than 1000 contract or SLA managers have attended our training.
- What To Look For Before Agreeing To The SLA
- Legal Rights Before Entering To A Commercial Contract
- Why Users Need To Inform In House Legal Advisers Of The Commercial Risks
- Important Clauses To Be Included In The Fine Print Before Signing (ie Right To Audit Clause, Technical Audit Clause)
This course also explores using blockchain-based framework to cope with some limitations associated with traditional SLA
management approaches. Use blockchain-based automate SLA monitoring system for ensuring transparency and trustworthiness.
Blockchain new technology gives new opportunities to address such challenges in automating SLA monitoring and enforcement.
One of the greatest benefits is that the Blockchain system exemplifies the distributed ledger technologies, enabling, transparency,
immutability, and traceability allowing each participating node to influence the ledger.
Our 14 HOURS Series utilise virtual collaboration tools that will ENGAGE EACH AND EVERY PARTICIPANT.
• CONNECT participants via the Virtual platform to “live” trainers, subject matter experts, and peers
• ENABLE multiple learning styles for an optimised training experience
• INCREASE training reach and effectiveness with two-way interaction and rich delivery content
• DRIVE consistency by communicating the same content to multiple viewers in disparate locations
- KNOW The Right Exit Procedures And Arrangement
- UNDERSTAND Managing Contract Disputes Resolution Procedures
- UNDERSTAND The Fundamentals Objectives And Features of An Effective SLA
- IDENTIFY Means Of Collecting And Assessing Performance Data Of Your Projects
- DESCRIBE The Use Of Service Specifications And SLAs As The Basis For Continual Improvement
- DISCUSS The Correct Use Of Rewards And Penalties As Part Of Incentive Systems For Improved Performance
- USE of Critical Success Factors And Key Performance Indicators In Assessing The Performance Of Service Providers
- LEARN new internet of things the SLA Compensation Using Blockchain-based smart contracts
Hundreds of hours of research, study, planning and fine tuning go into the production of each of our GO-LIVE POWER PACKED SERIES. Our course developers have looked at your industry’s needs. This course reflects the latest findings and best practices in your field today and addresses issues up-to-the-minute. You will get tools, tips, strategies that are proven and tested against real world situations as you learn from case studies and the experience of our expert trainers. Our Virtual Series are comprehensive, in-depth, and packed with need-to-know information you can use as soon as you return to your workplace.
WORKSHOP UNIQUE?
During the programme, we continuously Collect Feedback from participants to Fine-Tune the Design and Delivery of training.
ACTIVE
The core of the workshop is a series of Relevant, Authentic, and Engaging 2-Way Communication and Quizzes at the end of each session
ACCELERATED
Our Trainer keeps the participants totally Absorbed with a unique blend of Expert Presentations, Reflective Discussions, and Creative Activities.
FUNCTIONAL
Our Trainer Walks the Talk. She uses the techniques that she teaches. Just by watching her in action, the participants will pick up several effective techniques.
AUTHORITATIVE
Our Trainer knows what she is talking about. Her workshops are based on Sound Theory, Evidence-Based Principles, and Solid Experience.
PRACTICAL
Our Trainer has spent decades in organisational firing lines. She empowers the participants with Realistic Tools and Techniques for Immediate Use in today's workplace.
ENGAGING
Our Trainer’s Contagious Enthusiasm, Inclusive Humor, and Flexibility make the participants enjoy every moment of the workshop.
ASSOCIATE PROFESSOR
CATHERINE TAY
Catherine Tay Swee Kian has conducted tenancy and property management courses, contract law - understanding the concept of a contract, essentials of preparing & negotiating contract terms, strategic legal writing for managers, SLA in outsourcing contracts, tendering and bidding process management - practical & legal aspects in procurement, business law, and contract administration & management courses. She has also written 2 books on Property Laws.
A/Prof Catherine Tay is an Advocate and Solicitor of the Supreme Court of Singapore. A/Prof Tay is also a barrister-at-law (of Lincoln’s Inn, United Kingdom).
A/Prof Catherine Tay studied law at Queen Mary College, University of London and graduated with a Bachelor of Laws with Honours in 1977 and with a Master of Laws in 1979, in which she specialised in Company, Shipping, Insurance and Marine Insurance Laws. She was called to the English Bar by Lincoln’s Inn in 1978. She did her pupillage under the Honourable Lady Mary Hogg in London and returned to Singapore in the law firm of Rodyk & Davidson. She was called to the Singapore Bar in 1980.
A/Prof Catherine Tay is the Honourable Legal Advisor for Singapore Optometric Association, as well as for the Singapore Institute of Engineering Technologists. She was Associate Professor at National University of Singapore (NUS) Business School for 35 years. She has lectured nursing students in nursing law and ethics at the Nanyang Polytechnic. She has lectured medical law and biomedical ethics in the NUS Faculties of Medicine and Dentistry for more than 10 years. A/Prof Tay was the external examiner on medical law ethics at the Hong Kong University, Law Faculty. She is an examiner on law subjects for a number of professional bodies and universities in Singapore and overseas. A/Prof Tay is an author of several law books and medico-legal books.
faasfs
• SLA Executives responsible for company operations performance
• IT and Quality Assurance Professionals
• Legal Counsel Officers that help develop agreements and service contracts
• Purchasing and Procurement Executives
• Executives Dependent on Key Support Infrastructure Services, such as IT and other business services
• Contingency Planning and Emergency Preparedness Professionals that must specify SLAs
• Chief Risk Managers, Chief Security Officers (CSOs) and Professionals Responsible for negotiating outsourced services
• Compliance and Regulatory Mandate Officers/Professionals Managers of Outsourcing Service Companies that must specify or negotiate levels of service with clients
• Any Manager or Service Professional that needs
to measure service performance and needs to
develop their service SLAs
“One of the valuable thing I have learnt from this workshop is Principles of Negotiation PIOC Techniques/ Concept. The PIOC Concept is the way to move forward and be more effective in my role. I highly recommend this workshop to anyone working in this field.”
- Section Head Manager, Air Asia Berhad
“WTC has been excellent in organising this workshop. I am ready to contribute to new contracts. Some of areas which I have learnt are (i) Effective Service Performance Level. (ii) Goals and measurement (KPI).”
- Corporate Communication & Property Management, Asean Bintulu Fertilizer Sdn Bhd
“Inspiring lecture as Catherine is able to deliver speeches accompanying with real examples. I learnt the PIOC negotiation technique and variation of contract terms.”
- Contract Management Manager, TNB Fuel Services Sdn Bhd
OUR VIRTUAL SERIES:
LIMITED TO 25 PARTICIPANTS PER SESSION.
