C LARIDEN Singapore | Sydney | Melbourne | Dubai | Hong Kong | London | New York | San Francisco | Toronto | Auckland SERVICE LEVEL AGREEMENTS: PLANNING, NEGOTIATING & MANAGING HIGH-QUALITY PERFORMANCE CONTRACTS July 3 - 4 NEW ZEALAND, AUCKLAND Stamford Plaza, Auckland 2017 CLARIDEN GLOBAL LEGAL INSTITUTE CLARIDEN CREDENTIALS AND ENGAGEMENT Clariden Global is the pre-eminent and influential global business leadership institution. Today, we host more than 200 global executive education and major conference events around the world. We have partnered with professional organizations such as the Association of Chartered Certified Accounts (ACCA) and thought leaders from prestigious universities such as Harvard University John F. Kennedy School of Government, Wharton School of the University of Pennsylvania and Stanford University.
Transcript
C L A R I D E N Singapore | Sydney | Melbourne | Dubai | Hong Kong |
London | New York | San Francisco | Toronto | Auckland
SERVICE LEVEL AGREEMENTS: PLANNING, NEGOTIATING & MANAGING HIGH-QUALITY PERFORMANCE CONTRACTS
July 3 - 4
NEW ZEALAND, AUCKLANDStamford Plaza, Auckland
2017
CLARIDEN GLOBAL LEGAL INSTITUTE
CLARIDEN CREDENTIALS AND ENGAGEMENTClariden Global is the pre-eminent and infl uential global business leadership institution. Today, we host
more than 200 global executive education and major conference events around the world. We have partnered
with professional organizations such as the Association of Chartered Certifi ed Accounts (ACCA) and thought
leaders from prestigious universities such as Harvard University John F. Kennedy School of Government,
Wharton School of the University of Pennsylvania and Stanford University.
The Clariden Experience
Why Clariden Global Executive Education?
Service Level Agreements: Planning, Negotiating & Managing
High-Quality Performance Contracts
5 Program Introduction
7 Faculty Director
8 Program Overview
9 Program Outline
Participating Companies
Testimonials
In-house Custom Executive Programs
Contact Us
Registration
3
4
5
10
11
12
13
14
CONTENTS
To maximize both your enjoyment and professional development, Clariden Global holds its executive
programs at fi ve star hotels, some of which include:
Shangri-La Hotel, SingaporeSingapore
Conrad London St JamesLondon, United Kingdom
InterContinental Melbourne The RialtoMelbourne, Australia
Grand Hyatt: Union Square San Francisco HotelSan Francisco, United States
Amidst lush gardens, this 3-wing luxury hotel is 6
km from the iconic Marina Bay Sands resort and
9 km from Sentosa.
Across the street from St. James’s Park tube
station, this sophisticated hotel is 10 minutes’
walk from Buckingham Palace and 2 miles from
the Victoria and Albert Museum.
Set in a grand 1891 building, this upscale chain
hotel is 3 blocks from the Yarra River, and an
8-minute walk from the SEA LIFE Melbourne
Aquarium.
Less than a block from Union Square, this stylish
high-rise hotel is an 11-minute walk from the
Moscone Center and 1.9 miles from Pier 39.
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected]
Terms & Conditions: Clariden Global International Limited reserves the right to change the
venue of the program due to reasons beyond their control.
THE CLARIDEN EXPERIENCEENJOY LEARNING WITH THE
FIRST-CLASS, WELL-ROUNDED EXPERIENCE
3
WHY CLARIDEN GLOBAL EXECUTIVE EDUCATION?
5,000+Companies
15+Countries
10,000+Participants
50+Industries
GLOBAL ENGAGEMENT Clariden Global is the pre-eminent and infl uential global business leadership institution. Today, we host
more than 200 Global Executive Education and major conference events across 15 countries and 17 cities,
including Singapore, London, Hong Kong, Sydney, Melbourne, Perth, New Zealand, San Francisco, Toronto,
Johannesburg, Shanghai, Beijing, Kuala Lumpur, Dubai, Toronto, The Netherlands, New York and Zurich.
INTERNATIONALLY DIVERSE, SENIOR-LEVEL PARTICIPANTSClariden Global Executive Education programs have attracted participants from more than 5,000 global
MNCs, regional corporations, and FORTUNE 500 companies, from more than 40 countries. All applications
are reviewed based on professional achievement and organizational responsibility. Designed for individuals
at all levels, from top executives to emerging leaders, each intensive program is crafted to equip leaders
with essential capabilities to improve corporate performance and position their organizations to thrive.
THOUGHT LEADERSHIPTo provide strategic insights and relevant world-class executive education to global organizations, Clariden
Global engages the best thought leaders and leading authorities from around the world. These include
professors and faculty leaders from Harvard University, Stanford University, University of Pennsylvania
Wharton, London Business School and other premium institutions to deliver transformational knowledge.
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected] 4
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected]
PROGRAMSERVICE LEVEL AGREEMENTS:
PLANNING, NEGOTIATING & MANAGING
HIGH-QUALITY PERFORMANCE CONTRACTS
5
FACULTY DIRECTOR
PROGRAM ESSENCE
Prestigious Award-Winner of 100 Women of Infl uence 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
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 asreview 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 programwill 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 andindemnification 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 legalconsequences and compensation.
DATES3 - 4 July 2017
LOCATIONStamford Plaza, Auckland
TUITION FEESEarly Bird 1 (Register and pay by 8 May 2017): NZ$1,895
Early Bird 2 (Register and pay by 5 June 2017): NZ$2,095
Regular Tuition Fees: NZ$2,195
Group discount of 10% for 2nd participant from the same organization. For limited time only by 5 June 2017,
register 3 participants and the 4th participant will receive a complimentary seat (One discount scheme
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected] 6
• 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
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
KEY BENEFITS
WHO WILL ATTEND THIS PROGRAM
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.
PROGRAMSERVICE LEVEL AGREEMENTS:
PLANNING, NEGOTIATING & MANAGING
HIGH-QUALITY PERFORMANCE CONTRACTS
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected] 7
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 BoardDirector 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 200,000training courses globally, across Europe, the UK, Asia and the US on topics such as Effective Commercial ContractManagement. 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.
FACULTY DIRECTOR
Managing DirectorHoneylight Enterprise
PROGRAMSERVICE LEVEL AGREEMENTS:
PLANNING, NEGOTIATING & MANAGING
HIGH-QUALITY PERFORMANCE CONTRACTS
Beverley Honig
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected] 8
In today’s globalized marketplace, the attainment of service quality excellence is essential for organizations to remain viable andcompetitive. 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 structurefor SLAs for the organization. Many of them also highlighted thepoor knowledge of legal concepts and legal implications of SLA andpoor 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 inAustralia and delivered more than 200,000 training courses globally,this program will provide you with a solid and comprehensivebusiness framework for establishing an effective and legallyenforceable SLA. You will also grasp the effective techniquesand strategies to confidently manage and negotiate your SLAsfor any types of services, be it internally generated, contracted oroutsourced business services, and ensure scope of services, cost-of-service rates and key performance measurement parametersare clearly defined and carefully assessed. In addition, you will learnto 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 consistently spend resources on legal advice.
OVERVIEW
PROGRAM OVERVIEWSERVICE LEVEL AGREEMENTS:
PLANNING, NEGOTIATING & MANAGING
HIGH-QUALITY PERFORMANCE CONTRACTS
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? Defi nition, purpose, types, how SLA works with the contract
• Assessment of Service levels – current & required
• Defi ning 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
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 fi nal payment, withholding payment
• Defi ning the negotiation objective
• Negotiation strategies – what works, what doesn’t
• When change happens
• Action Plan for managing high quality performance contracts
DAY 1
DAY 2
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected] 9
08:30 - 18:00 / 3 July 2017
08:30 - 18:00 / 4 July 2017
PROGRAM OUTLINESERVICE LEVEL AGREEMENTS:
PLANNING, NEGOTIATING & MANAGING
HIGH-QUALITY PERFORMANCE CONTRACTS
PARTICIPATING COMPANIESMore than 5,000 companies have participated in our programs
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 Westpac100 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.
CONTACT US
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected] 12
IN-HOUSE
CUSTOM
EXECUTIVE
PROGRAMS
Clariden Global delivers custom learning programs for organizations all around the world. Whatever your business
challenges are, we create focused learning experience that enables your organization to achieve success. Through
partnerships with the most renowned thought leaders, industry experts and professors from around the world,
these in-house custom executive programs will equip you with essential skills and capabilities to develop and
implement strategies more effectively at your organization.
Engage with our thought leader today:
Managing DirectorHoneylight Enterprise
Beverley Honig
CONTACT US
Contact Karen Woods, Program Director at +61 3 9909 7310 l [email protected] 13
We encourage you to learn more about Clariden Global Executive Education custom and open-enrollment programs.
Our staff will be happy to answer your questions and help you determine the programs work best for you and your
