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Executive Education
Clariden Leadership Institute
Service Level Agreements: Planning, Negotiating & Managing High-Quality Performance Contracts (NZ)
Beverley Honig
Honeylight Enterprises Pty Ltd
Beverley Honig, Honeylight Enterprises Pty Ltd
  • Prestigious Award-Winner of 100 Women of Influence Awards for 2015 by The Australian Financial Review and Westpac, and inducted to 2016 Businesswoman Hall of Fame
  • Author of best-selling books, including ‘Making Contracts Work’, which has been globally adopted by business leaders and used in university curriculums
  • Over 20 years of legal experience in Australia and delivered more than 200,000 training courses globally on topics such as Effective Commercial Contract Management

Beverley Honig is an internationally qualified lawyer with over 20 years’ experience in Australia, the United Kingdom and Middle East. A winner of The Australian Financial Review and Westpac 100 Women of Influence Awards for 2015, she is also listed in Who’s Who of Business in Australia.

 

Her expertise in contracts has enabled her to publish one of her two bestselling books, “Making Contracts Work”, in 2010. Besides serving as a judge for the Essential Services Commission Appeals, Beverley is also a Board Director and Chairman of several public and private companies.

 

Her wealth of experience has won her accolades from clients as well as tenders to design frameworks and training in this field. As a seasoned strategist and corporate trainer, Beverley has designed and delivered more than 200,000 training courses globally, across Europe, the UK, Asia and the US on topics such as Effective Commercial Contract Management. She is also a well-known business advisor to corporations and governments globally in fields such as international business sourcing, contract management, project management and negotiation, having advised major organizations including Ericsson, National Australia Bank, NEC and Melbourne Market Authority.

 

Currently, Beverly is the CEO of Honeylight Enterprises P/L, a leading business consultancy. From 2005 to 2007, Honeylight Enterprises repeatedly received the prestigious International Trade Awards, bestowed by the Prime Minister of Israel, in recognition of its outstanding contribution in the forging of international trade links.

 

Testimonials:

"Beverley encourages positivity and is a clear and inspirational presenter." - Gary Gilmore (Goldfields Council)

"Beverly has given a different perspective on things. Highly refreshing, super informative, and most worthwhile. I'd hear her again and again." - Brett Walker (Health Network Australia)

Program Summary

 

Designed for non-legal professionals dealing with the management of Service Level Agreements (“SLAs”), this two-day intensive and interactive executive program will show you how to structure effective SLAs as well as review existing SLAs for in-house, outsourced or mixed business services to ensure delivery of high quality service standards for your company.

 

Led by Beverley Honig, best-selling author on Contracts and winner of Business Leadership awards, this program will show you how to formulate a detailed SLA blueprint and contract performance standards which clearly defines the scope of services to be provided and effectively measures service performance against Key Performance Indicators (KPIs) and Performance Metrics (PMs) based on your organization needs. In addition, you will learn to safeguard against potential legal risks with the effective use of legal clauses, such as limitation of liability and indemnification clauses and effective ways to handle potential disputes or contract breaches using appropriate resolution strategies and jurisdiction clauses that minimize your organization’s losses against inadequate service delivery. Furthermore, you will master disengagement strategies and termination of SLA to avoid any legal consequences and compensation.

 

Packed with real-life case studies drawn from actual legal cases and interactive discussion sessions, you will leave this program with comprehensive and in-depth knowledge of the key legal issues surrounding SLAs and be able to confidently plan a detailed SLA and effectively manage SLAs to meet your business objectives without incurring additional costs for your company or having to consistently spend resources on legal advice.



Programs, dates and locations are subject to change. In accordance with Clariden Global policy, we do not discriminate against any person on the basis of race, color, sex, religion, age, national or disability in admission to our programs.

Introduction

In today’s globalized marketplace, the attainment of service quality excellence is essential for organizations to remain viable and competitive. However, many companies are still facing difficulties in crafting comprehensive SLAs to ensure high quality contract performance.

 

The problem here is that most companies have poor SLA governance frameworks to manage, measure and report service performance. In addition, they faced difficulty in planning for an optimal structure for SLAs for the organization. Many of them also highlighted the poor knowledge of legal concepts and legal implications of SLA and poor negotiation strategies.

 

Without in-depth knowledge and effective planning, drafting and managing of SLAs, it may lead to failure to meet performance expectation, poor client relationships and poor business reputation. In addition, business risk, potential liabilities and costs may be incurred due to ambiguities and poorly managed SLAs.

 

Designed for non-legal professionals dealing with the management of SLAs, this two-day intensive and interactive program will equip you with the practical skills to effectively structure, manage and review your SLAs to ensure that services are implemented with high quality in accordance to the agreed performance contracts.

 

Led by Beverley Honig, who has over 20 years of legal experience in Australia and delivered more than 200,000 training courses globally, this program will provide you with a solid and comprehensive business framework for establishing an effective and legally enforceable SLA. You will also grasp the effective techniques and strategies to confidently manage and negotiate your SLAs for any types of services, be it internally generated, contracted or outsourced business services, and ensure scope of services, cost-of-service rates and key performance measurement parameters are clearly defined and carefully assessed. In addition, you will learn to safeguard against potential legal risks with the effective use of legal clauses, such as limitation of liability and indemnification clauses and effective ways to handle potential disputes or contract breaches using appropriate resolution strategies and jurisdiction clauses that minimizes your organization’s losses against inadequate service delivery. Furthermore, you will master disengagement strategies and termination of SLA to avoid any legal consequences and compensation.

 

Packed with real-life case studies drawn from actual legal cases and interactive discussion sessions, you will leave this program with comprehensive and in-depth knowledge of the key legal issues surrounding SLAs and be able to confidently plan a detailed SLA and effectively manage SLAs to meet your business objectives without incurring additional costs for your company or having to having to consistently spend resources on legal advice.

 

What You Can Expect

 

  • Build a solid, comprehensive, business framework for establishing an effective SLA
  • Identify the legal issues associated with your SLAs and effectively mitigate them
  • Effectively manage, monitor and review contract performance
  • Negotiate to attain win-win situation
  • Strategize a robust action plan to manage change, breach and termination in SLAs flexibly
  • Confidently handle any potential disputes or contract breaches with appropriate dispute resolution

Who Will Benefit Most

 

CIOs, COOs, Chiefs, Directors, Vice Presidents, Managers, Heads and Controllers of:

  • Service Level Agreements (SLAs)
  • Contract Administration
  • Information Technology (IT)
  • Service Delivery / Shared Service /Customer Service
  • Service Procurement / Service Purchasing / Vendor Management
  • Outsourcing / Business Process Outsourcing (BPO)
  • Customer Relationship Management (CRM)
  • Technical Support / Customer Support
  • Product / Project Management
  • Business Development / Strategic Planning
  • Operations / Facilities / Maintenance

From all industry sectors

Program Outline

 

DAY 1

 

Service Level Agreements: Planning

  • Considerations in outsourcing activities – what to outsource and what not?
  • The contract lifecycle and the planning of SLAs
  • What is an SLA? Definition, purpose, types, how SLA works with the contract
  • Assessment of Service levels – current & required
  • Defining Key Performance Indicators to monitor performance
  • Use of Balanced Scorecard with SLAs
  • How to relate payments and rewards to contractor performance
  • Is an SLA always the right solution? – partnerships, task driven contracts
  • Vendor management
  • Templates for developing and writing an SLA
  • Reviewing the SLA

 

DAY 2

 

Service Level Agreements: Negotiating and Managing

  • Interactive exercise regarding service levels & performance indicators
  • Choosing the right contractor
  • Implementing contract management & delivery – how to make it work
  • Interactive exercise regarding review of existing contracts
  • Expectation Management
  • Performance based monitoring
  • Managing contract performance
  • The importance of final payment, withholding payment
  • Defining the negotiation objective
  • Negotiation strategies – what works, what doesn’t
  • When change happens
  • Action Plan for managing high quality performance contracts

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Venue: Stamford Plaza, Auckland
Date: 3 - 4 July 2017
Faculty: Beverley Honig
Early Bird 1: NZ$1,895 (by 8 May 2017)
Early Bird 2: NZ$2,095 (by 5 June 2017)
Regular Fee: NZ$2,195
Group Discount: 2nd participant get 10%, or register 3 participants and 4th participant get a complimentary seat
(1 discount scheme applies)
Contact: karen.woods@claridenglobal.org
 
 
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