Aligning supplier and customer is key to the successful design and delivery of high value services. We train organisations on both sides of the fence to analyse their requirements, express those in ways that make it possible for the supplier/customer to understand and value their significance and then develop metrics and measurement regimes that can be used to provide a solid basis for governance — especially as a service project grows and needs to be evolved to meet new requirements.
We offer courses that vary from one day to two weeks and which can be delivered on customer premises or at our own facilities.
Service Agreements 101: service level agreements are often poorly formed, leading to contracts that result in unsuitable (infrastructure, provisioning, suppler behaviour and cost) behaviours. This one day course is designed to inform managers and those with direct responsibility for contract formation how service level agreements would be formed to make them meaningful, measurable and of value as management tools. (1 day)
Service Level Modelling and Management, procurement: understanding the dynamics of a service and the impact of the structure of the service offering on your organisation is key to developing an effective relationship with your supplier that represents a partnership as opposed to an antagonistic relationship. Understanding how much of your requirements — now and in the future — need to be exposed to potential partners, and how much you need to understand about the technical, process and operations decisions that you will both need to put in place is critical to specifying, assessing and then accepting bids. This course, intended for individuals with direct responsibility for analysing and negotiating service contracts with suppliers — internal and external — teaches your staff how to model service level requirements, assess appropriate key performance indicators and then use predictive models to control and assess the delivery of the promised service. (10 days)
Service Level Modelling and Management, provisioning: the provisioning module is a counterpoint to the procurement course, informing service providers as to how they should assess, design and then manage services on behalf of a customer. The course will teach negotiators how to take a structured approach to determining and valuing optimal services design (infrastructure, process and operations) (10 days)
Service Integration: Managing the interactions between the multiple suppliers within a service network has now become a major challenge. In this course we present how to understand this integration problem beyond the simple functional outputs. In particular how to derive the overall impact of the service level agreements from and between the various suppliers along with the consequence performance and risk implications for your organisation, is presented. The course focuses on how to understand the end-2-end implications of the performance levels offered by the various suppliers and how to design governance systems so your business needs can be met. (4 days)
Outsourcing, Offshoring and Near-shoring: It is well understood that the design of an outsourcing deal is critical to the success of that offering for both the supplier and the customer. In this course we present how to understand the consequences of the choices of outsourcing approach, the implications of SLA design, how they should be monitored and improved. The consequences for agility and control of the system implied by the use of various offshoring techniques. (3 days)
Service Agility Assessment and Management: How quickly can your service provision change in response to business needs? In this course you will learn how to identify the key elements of service provision which will impact the rapidity with which change will occur. Acknowledging that flexibility has an economic impact on the provision of service, the course will help you identify the elements of your business which need agility and quantify the amount required. The course will cover the governance issues surrounding establishing that the required agility is delivered, establishing the rate at which agility may need to change, and demonstrate valuation techniques which give the economic benefits of retaining agility. (4 days)
Service Contract Management - squaring the circle: Service contracts are difficult to manage. In many situations whilst against all of the contractual measurements the suppliers performance is excellent — an organisation’s staff’s perception of the delivered service can be that it is preventing them from performing their tasks adequately. In this course you will learn how to analyse the business impact of service delivery contracts, how to design and economically capture meaningful measurements of service performance, how to respond to changing requirements of the service, and how to govern those changes effectively. (3 days)
Public Sector Service Acquisition and Governance: Public sector service provision is a particularly challenging problem. Whilst some areas have seen the emergence of a direct link between performance and returns to the provider — in many settings it is difficult to establish such a direct relationship. In these contracts the handing of all of the performance risk onto the supplier will result in an uneconomic price for the service as a consequence of their risk charges. The course covers how to understand the requirements of a public sector service; how to quantify and evaluate the risk of variations in performance; how to understand the agility inherent in the service design and the cost of adding extra agility; how to economically measure the performance of a service provider and understand the difference between statistical artefacts and poor , or indeed good, performance; how to understand the dynamics of service change and the impacts upon multiple stakeholders; how to trade off between the interests of the multiple stakeholders; the design of justifiable governance structures with predictable outcomes. (5 days)
Service Investment and Analysis: How much should your organisation be paying for its services? What services will your organisation need in the future. On this course we demonstrate how to understand the future performance of the services you purchase. In particular how to value capabilities which you organisation may no be sure that it needs yet. The course presents how to understand and quantify the interaction between the evolution of the business and the implications for the services it provides and requires. (3 days)
More details of these courses can be found here.
To discuss your requirements please call at +44 (0) 1454 629635 or email email@example.com