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Executive Education
Clariden Leadership Institute
Service Level Agreements: Planning, Negotiating & Managing High-Quality Performance Contracts (Perth)
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.

Program Summary

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 high quality performance contracts.

 

Led by Beverley, best-selling author on Making Contracts Work and Award-Winner of 100 Women of Influence Awards for 2015 by The Australian Financial Review and Westpac, she will show you how to formulate a detailed SLA blueprint and contract performance standards which clearly define the scope of services to be provided. You will also learn how to establish effective KPIs and Performance Metrics to continuously measure the performance of your vendor and safeguard your interests. In addition, you will also discover how to vet and negotiate a service level agreement to ensure your organization is fully protected in the event of contractual or operational disagreement.

 

Packed with real-life case studies drawn from actual legal cases and interactive discussion sessions, this practical oriented workshop aims to highlight the common pitfalls that an organization encounters when negotiating and drafting SLAs.



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 high quality performance contracts.

 

Led by Beverley, best-selling author on Making Contracts Work and Award-Winner of 100 Women of Influence Awards for 2015 by The Australian Financial Review and Westpac, she will show you how to formulate a detailed SLA blueprint and contract performance standards which clearly define the scope of services to be provided. You will also learn how to establish effective KPIs and Performance Metrics to continuously measure the performance of your vendor and safeguard your interests. In addition, you will also discover how to vet and negotiate a service level agreement to ensure your organization is fully protected in the event of contractual or operational disagreement.

 

Packed with real-life case studies drawn from actual legal cases and interactive discussion sessions, this practical oriented workshop aims to highlight the common pitfalls that an organization encounters when negotiating and drafting SLAs.

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
  • Creating employee ambassadors
  • Exercise: reviewing different organization's employer brands and recruiting approaches
  • Case study

 

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: Pan Pacific Perth
Date: 11 - 12 March 2019
Faculty: Beverley Honig
Early Bird 1: AU$2,595 (by 10 January 2019)
Early Bird 2: AU$2,795 (by 7 February 2019)
Regular Fee: AU$2,895
Group Discount: 2nd participant get 10%, or register 3 participants and 4th participant get a complimentary seat
(1 discount scheme applies)
Contact: karen.williams@claridenglobal.org
 
 
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