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Synopsis Are you considering transferring the management of one or more non-core operations to an external service provider? Are you considering offshore service providers as well as those within the UK? Are you unsure of the Acceptance Criteria you should apply when choosing your Service Provider? Are you not sure of the effectiveness and timing of your Contracts and Service Level Agreements? Do you feel apprehensive about the day-to-day management and measurement of the performance of the Service Provider? Do you need to put processes in place for the contract review? More and more companies are turning to external suppliers to manage company services, in order that they may concentrate on the management of the core business. The reliance that a company must place on these service providers means that their choice and management are critical to success. This course will define the steps necessary to choose and manage providers so that a working partnership may be established to the benefit of both. The course provides management with a structure to objectively approach that choice, conduct the transition, successfully manage the ongoing service and, when necessary, conduct a smooth and seamless closedown or transference. There will be opportunities throughout the course to consider a case study scenario and practice the review of documents, the decisions on what to include and the processes that should be put in place to maintain a proper working relationship. Course Objectives On completion of this training course, delegates will be able to: Understand the criteria you should apply in making the decision to outsource Be prepared for the issues that will arise in requesting and receiving service provider tenders and questionnaires Judge which Service Provider is likely to best satisfy your Acceptance Criteria Understand the fundamental structure of a contract, service level agreements and quality plans, some of the major issues that could occur when Using offshore providers, and the nature of the legalese found in Service Contracts Be aware of why, when and how to conduct Service Audit and Due Diligence Understand the main issues that will affect you at the time of change to the new provider Realise the measures metrics and service levels you expect of a service provider and the ways in which these may be gathered Be aware of the steps to be taken before contract review and be comfortable you have prepared sufficiently to negotiate renewal or cancellation Understand the added complexities in changing providers or bringing the service back in house In the Practical Workshops, students will gain: Practice setting objectives for an external service, identifying where things may go wrong and remedies that may be invoked The chance to critique, both singly and as a group, sample documents that will be needed if outsourcing An understanding of the areas where your expectations and those of the provider may be at odds Benefit of group discussion regarding the measures, metrics and procedures you will need to apply Gain feedback on your perceptions

Synopsis Are you considering transferring the management of one or more non-core operations to an external service provider? Are you considering offshore service providers as well as those within the UK? Are you unsure of the Acceptance Criteria you should apply when choosing your Service Provider? Are you not sure of the effectiveness and timing of your Contracts and Service Level Agreements? Do...

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