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2608 Courses in Beaconsfield
Service Level Agreements (SLAs) are extensively utilised to define the scope of work and key responsibilities between a customer and a service provider. It is fundamental that all relevant personnel are familiar with the defining characteristics of SLAs and how the design and implementation of these contracts can impact operational efficiency and brand reputation. PARTICIPANTS WILL LEARN HOW TO: Understand why SLAs are so important for good business management Apply a process to develop effective SLAs that define service level expectations and drive desired behaviours Identify methods by which the SLA can be measured and performance monitored Have an understanding of KPI’s and the relevance of critical success factors COURSE TOPICS INCLUDE: Procurement cycle, process structure and tendering Best practice contract management and the 3 C’s Supplier performance measurement and KPIs SLA use, benefits and application The SLA development process The monitoring and control of SLAs
Course Outline: What is “Diversity and Inclusion”? The Cultural Contact Lens - understanding different people's experiences The Social Ecological Model - understanding how individual elements sit within and impact upon social change Finding your ‘why’, and the Business Case for D&I Going above and beyond the Law - the Equality Act (2010) and protected characteristics Becoming comfortable with feeling uncomfortable Privilege, power, and the Cycle of Oppression An introduction to allyship Summary and questions
