Establishing high quality metrics will have a significant impact not just on the ability to monitor and manage performance. Getting the right metrics in place will determine the behaviours of those delivering the service and the value the service delivers to the organisation.
This course focuses on the design of key performance indicators and service level agreement. It will be a value to practitioners who owns the day-to-day oversight of performance. The course also considers the approaches to managing performance issues, including the use of service credits and other tools commonly used.
It is designed to be interactive and explore the experiences and challenges of learners on the webinar.
Who should complete the course?
The course is designed for practitioners who have experience in performance management. It is recommended that learners first complete the Performance Management course before taking this course.
Primary: Supplier managers and outsourcing specialists; procurement managers; contract and commercial managers and owners; client account managers.
Secondary: Operational managers; risk managers; HR, IT and other specialists involved in strategic sourcing arrangements.