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From: Skills for Africa Training Institute <workshops@skillsforafrica.or.ke>
Date: Tue, 17 Jan 2023 17:42:10 +0000
Subject: Training Workshop on Service Charters and Service Level Agreements
 from 6th to 17th February 2023 in Mombasa, Kenya
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<DIV=20
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style=3D"BORDER-TOP: medium none; BORDER-RIGHT: medium none; BORDER-BO=
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href=3D"https://133IK.trk.elasticemail.com/tracking/click?d=3D4RSOGeS5=
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4ho1"><SPAN=20
style=3D"mso-bidi-font-family: Calibri"><FONT color=3D#410082>Training=
 Workshop on=20
Service Charters and Service Level Agreements from 6th to 17th Februar=
y 2023 in=20
Mombasa, Kenya<?xml:namespace prefix =3D "o" ns =3D=20
"urn:schemas-microsoft-com:office:office"=20
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r 2023=20
Workshops<o:p></o:p></SPAN></A></SPAN></U></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<SPAN=20
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face=3DCalibri>&nbsp;<o:p></o:p></FONT></SPAN></P>
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style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<U><SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><A=20
href=3D"https://133IK.trk.elasticemail.com/tracking/click?d=3D4RSOGeS5=
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6DE1" target=3D_blank><SPAN=20
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us<o:p></o:p></SPAN></A></SPAN></U></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<SPAN=20
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face=3DCalibri>&nbsp;<o:p></o:p></FONT></SPAN></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<U><SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><A=20
href=3D"https://133IK.trk.elasticemail.com/tracking/click?d=3DTdO1gCuQ=
71hpWL60BWNntuwf2IWJfk_kJQ_Oex5_ejjXvXhSna5rFf3CT8h5kfARZeZy-lu95jPaAR=
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3E01" target=3D_blank><SPAN=20
style=3D"COLOR: windowtext; mso-bidi-font-family: Calibri">Whatapp<o:p=
></o:p></SPAN></A></SPAN></U></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT=20
face=3DCalibri>&nbsp;<o:p></o:p></FONT></SPAN></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; LINE-HEIGHT: normal"=
><B=20
style=3D"mso-bidi-font-weight: normal"><SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>Venue:=20
PrideInn Paradise Beach Resort, Mombasa, Kenya<o:p></o:p></FONT></SPAN=
></B></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; LINE-HEIGHT: normal"=
><B=20
style=3D"mso-bidi-font-weight: normal"><SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>Course=20
Fee: 3,000USD<o:p></o:p></FONT></SPAN></B></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>Office=20
Telephone: +254-702-249-449<o:p></o:p></FONT></SPAN></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<B=20
style=3D"mso-bidi-font-weight: normal"><SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT=20
face=3DCalibri>Register as a group of 5 or more participants and get 1=
5% discount=20
on the course fee. <o:p></o:p></FONT></SPAN></B></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<SPAN=20
style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>Send=20
us an email: </FONT><A=20
 href=3D"https://133IK.trk.elasticemail.com/tracking/click?d=3Dra_Krqu=
ym_vAH7a0xfyiRRRJ0mmMognyg56kmPeJDcOATg5hRkN4jmHMwEzF0zgtO48KNNuLGUdwl=
G1qKjUnbUM2IeT0IcOWbfJllT42JsXf6Y19QhWC8oKCg0wGVhMMRjV5mfyJXnvUrTmGG2u=
KiSDbt4wNl2Y2Ej9XOs95JlSa_0jupNKiCY68BOeCFJznA0NFmZ2fmsxX6uuIREhYX3J4l=
OX_AwqjnoxYev_F-HRy0" ><SPAN=20
style=3D"mso-bidi-font-family: Calibri"><FONT=20
color=3D#410082>training@skillsforafrica.org&nbsp;</FONT></SPAN></A><F=
ONT=20
face=3DCalibri>or call +254-702-249-449<o:p></o:p></FONT></SPAN></P>
<P class=3DMsoNormal=20
style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; TEXT-AUTOSPACE: ; m=
so-layout-grid-align: none"><B><SPAN=20
lang=3DEN=20
style=3D"FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Cal=
ibri; mso-ansi-language: EN"><o:p><FONT=20
face=3DCalibri>&nbsp;</FONT></o:p></SPAN></B></P>
<P class=3DMsoNormal=20
style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; TEXT-AUTOSPACE: ; m=
so-layout-grid-align: none"><FONT=20
face=3DCalibri><B><SPAN lang=3DEN=20
style=3D"FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Cal=
ibri; mso-ansi-language: EN">INTRODUCTION</SPAN></B><SPAN=20
lang=3DEN=20
style=3D"FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Cal=
ibri; mso-ansi-language: EN"><o:p></o:p></SPAN></FONT></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 10p=
t"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%; mso-bidi-font-weight: bold'>This=20
Service Charters and Service Level Agreements training course will ens=
ure that=20
you understand how to decide rationally what activities to outsource a=
nd what=20
not, how to select the best contractor and how to evaluate the deliver=
ed=20
performance of all parties involved. On this training course, you will=
=20
understand the different contract types, the pros and cons of SLAs, av=
oid the=20
potential pitfalls and improve the performance. Balanced scorecards to=
 measure=20
the contractor performance, used in several branches will be discussed=
. Through=20
a combination of teaching and group work, you will leave this training=
 course=20
with practical tools &amp; practices to develop improved=20
SLAs.<o:p></o:p></SPAN></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 10p=
t"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%; mso-bidi-font-weight: bold'>In=20
the competitive environment of today, managing your contracts regardin=
g=20
outsourced activities like IT, operations, maintenance and facilities =
management=20
are more than ever an important issue. Service Level Agreements (SLAs)=
 are being=20
applied as a highly effective way to manage and control the relationsh=
ip between=20
the service provider and the end-user, both internally and externally.=
 It=20
manages the expectations of both parties, sets out the parameters of=20
responsibility and offers performance indicators. Creating and managin=
g formal=20
agreements with suppliers of equipment and maintenance services requir=
es not=20
only a complete understanding of the business requirements and organiz=
ation=20
needs, but also depends on keeping up-to-date on=20
contracting.<o:p></o:p></SPAN></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10=
pt"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>COURSE=20
OBJECTIVES<o:p></o:p></SPAN></B></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt=
"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>At=20
the end of the course, the participants will be able to:<o:p></o:p></S=
PAN></P>
<UL style=3D"MARGIN-TOP: 0cm" type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Understand=20
  Basic Outsourcing Considerations<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Learn=20
  the Features, Functions and Benefits of Lean Contracts<o:p></o:p></S=
PAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Understand=20
  the Different Contract Types and When / How to apply=20
  them<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Understand=20
  the Basics of SLAs<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Learn=20
  How to Define Service Levels<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Understand=20
  How to Monitor the Contractor Performance and Relate the Performance=
 to=20
  Penalties and Rewards<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Learn=20
  How to Develop and Negotiate a Contract &#8211;&nbsp;<I>The Contract=
ing=20
  Cycle</I><o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Understand=20
  Negotiating Tips &amp; Tricks<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 3=
6.0pt; mso-list: l13 level1 lfo10"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Learn=20
  How to Manage SLAs during the Contracting Period<o:p></o:p></SPAN></=
LI></UL>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10=
pt"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>DURATION</SPAN></B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'><o:p></o:p></SPAN></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt=
"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>10=20
Days<o:p></o:p></SPAN></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10=
pt"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>WHO=20
SHOULD ATTEND<o:p></o:p></SPAN></B></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10=
pt"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%; mso-bidi-font-weight: bold'>This=20
training course will benefit all levels of personnel engaged in purcha=
sing and=20
procurement, commercial and contracts management departments, and tech=
nical=20
operatives providing performance under service level agreements. It wi=
ll enable=20
them to contextualize their work, understand the contract and become a=
ware of=20
the different issues and risks associated with Service Charters and SL=
A=20
contracting.<o:p></o:p></SPAN></P>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10=
pt"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>This=20
training course is suitable for a wide range of professionals but will=
 greatly=20
benefit:<o:p></o:p></SPAN></B></P>
<UL style=3D"MARGIN-TOP: 0cm" type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 3=
6.0pt; mso-list: l7 level1 lfo11"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%; mso-bidi-font-weight: bold'>Service=20
  Delivery professionals/Quality Assurance Professionals Contract=20
  Administrators, Contract Professionals and Project=20
  Coordinators<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 3=
6.0pt; mso-list: l7 level1 lfo11"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%; mso-bidi-font-weight: bold'>Buyers,=20
  Purchasing Professionals and Procurement Officers<o:p></o:p></SPAN><=
/LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 3=
6.0pt; mso-list: l7 level1 lfo11"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%; mso-bidi-font-weight: bold'>IT=20
  Professionals<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 3=
6.0pt; mso-list: l7 level1 lfo11"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%; mso-bidi-font-weight: bold'>Those=20
  involved in the planning, evaluation, preparation and management of =
tenders=20
  and awards for service contracts or internally-supplied corporate=20
  services<o:p></o:p></SPAN></LI></UL>
<P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10=
pt"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>COURSE=20
CONTENT<o:p></o:p></SPAN></B></P>
<H4 style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 115%=
"><B=20
style=3D"mso-bidi-font-weight: normal"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR:=
 windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-styl=
e: italic'>Outsourcing=20
Considerations<o:p></o:p></SPAN></B></H4>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l16 level1 lfo9"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Introduction=20
  to Program<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l16 level1 lfo9"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Introduction=20
  Delegates<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l16 level1 lfo9"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Asset=20
  Management -&nbsp;<EM>Roles and The Relationship with=20
  Contracting</EM><o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l16 level1 lfo9"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Considerations=20
  in Outsourcing Activities &#8211;<EM>&nbsp;What to outsource and wha=
t=20
  not?</EM><o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l16 level1 lfo9"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Outsourcing=20
  Models<o:p></o:p></SPAN></LI></UL>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>&ldquo;Agreements&rdquo;=20
in general/types of agreements<o:p></o:p></SPAN></B></P>
<P class=3DMsoListParagraphCxSpFirst=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Memorandums of Understanding<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Goods agreements<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Service agreements<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Service Level Agreement<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Service Charters<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpLast=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Contract Management Plans<o:p></o:p></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Drafting=20
obligations or expectations<o:p></o:p></SPAN></B></P>
<P class=3DMsoListParagraphCxSpFirst=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>What is an obligation?<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>What is an expectation?<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Essential terms (Conditions)<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpLast=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Warranties<o:p></o:p></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Legally=20
Binding Obligations<o:p></o:p></SPAN></B></P>
<P class=3DMsoListParagraphCxSpFirst=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l2 level1 lfo15; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Terms essential to a contract<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l2 level1 lfo15; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Intermediate terms<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpLast=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l2 level1 lfo15; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Enforcing legality<o:p></o:p></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>How=20
do we measure performance?<o:p></o:p></SPAN></B></P>
<P class=3DMsoListParagraphCxSpFirst=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l14 level1 lfo14; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Who/what/when/how<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l14 level1 lfo14; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Objective or subjective measures?<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpLast=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l14 level1 lfo14; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Including measurement in a contract<o:p></o:p></P=
>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Enforcing=20
the essentials<o:p></o:p></SPAN></B></P>
<P class=3DMsoListParagraphCxSpFirst=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Identify and manage risks<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Communicate with stakeholders<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Establish and sustain contract management=20
capability<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Establish systems and procedures<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Management reporting on contracting activity<o:p>=
</o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Quality assurance of contracting activities<o:p><=
/o:p></P>
<P class=3DMsoListParagraphCxSpLast=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Managing panel arrangements<o:p></o:p></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Building=20
a Contract Management Plan<o:p></o:p></SPAN></B></P>
<P class=3DMsoListParagraphCxSpFirst=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Relationships<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Transition arrangement<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Skills and experience required<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Responsibilities<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Contract start-up<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Administration of the contract<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Contractor performance<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Variations<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Extension options<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Disputes<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpMiddle=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Record Keeping<o:p></o:p></P>
<P class=3DMsoListParagraphCxSpLast=20
style=3D"MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN=20
style=3D"FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareas=
t-font-family: Symbol"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;=20
</SPAN></SPAN></SPAN>Lessons learned<o:p></o:p></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'><SPAN=20
style=3D"mso-spacerun: yes">&nbsp;</SPAN>Principles and Functions of S=
ervice Level=20
Agreements<o:p></o:p></SPAN></B></P>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>The=20
  need to measure quality of performance<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Why,=20
  when and how can SLAs help to achieve quality<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Key=20
  objectives<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>SLAs:=20
  Contracts or Contract substitutes?<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Introducing=20
  SLAs for services bought in from contractors<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Use=20
  of corporate SLAs between in-house departments<o:p></o:p></SPAN></LI=
>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Assessment=20
  of Service Levels &#8211;&nbsp;<I>current &amp; required</I><o:p></o=
:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Defining=20
  Key Performance Indicators to Monitor the Performance of All Parties=
=20
  Involved<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Use=20
  of Balanced Scorecard with SLAs<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>How=20
  to Relate Payments and Rewards to Contractor=20
  Performance?<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Is=20
  SLA always the right solution?=20
  &#8211;&nbsp;<I>partnerships</I><o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l6 level1 lfo3"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Vendor=20
  Management<o:p></o:p></SPAN></LI></UL>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Key=20
Elements of a Service Level Agreements<o:p></o:p></SPAN></B></P>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l11 level1 lfo4"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>What=20
  services are being measured?<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l11 level1 lfo4"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Typical=20
  quality measures<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l11 level1 lfo4"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>SLA=20
  Governance Frameworks: Managing, measuring and reporting service=20
  performance<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l11 level1 lfo4"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Duties=20
  of the customer<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l11 level1 lfo4"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Risk=20
  sharing and SLAs: Managing problems<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l11 level1 lfo4"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Termination=20
  of the agreement<o:p></o:p></SPAN></LI></UL>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Drafting=20
your Service Level Agreement<o:p></o:p></SPAN></B></P>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Drafting=20
  principles<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>A=20
  model structure for the SLA<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Essential=20
  elements of a quality SLA<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Using=20
  appropriate measurement language<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Carrots=20
  or sticks to encourage achievement<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>SLA=20
  checklists<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>The=20
  Contracting Cycle<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>The=20
  Tendering Process &#8211;&nbsp;<EM>Modern Ways of=20
  Tendering</EM><o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Costing=20
  the Service<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Choosing=20
  the Right Contractor<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Writing=20
  the SLA &#8211;&nbsp;<EM>SLA Templates</EM><o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Review=20
  the Draft SLA<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l8 level1 lfo5"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Implementing=20
  Contract Management &amp; Delivery &#8211;&nbsp;<EM>How to make it=20
  work?</EM><o:p></o:p></SPAN></LI></UL>
<H4 style=3D"MARGIN: 2pt 0cm 0pt; LINE-HEIGHT: 115%"><B=20
style=3D"mso-bidi-font-weight: normal"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR:=
 windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-styl=
e: italic'>SLA=20
in Supplier Performance Management<o:p></o:p></SPAN></B></H4>
<H4=20
style=3D"MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN=20
style=3D"FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT=
-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-f=
areast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-=
style: italic"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;&nbsp;=20
</SPAN></SPAN></SPAN><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR:=
 windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-styl=
e: italic'>Supplier=20
Service Level Agreements<o:p></o:p></SPAN></H4>
<H4=20
style=3D"MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN=20
style=3D"FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT=
-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-f=
areast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-=
style: italic"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;&nbsp;=20
</SPAN></SPAN></SPAN><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR:=
 windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-styl=
e: italic'>Steps=20
to Continuously Manage Vendor Performance and SLAs<o:p></o:p></SPAN></=
H4>
<H4=20
style=3D"MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18=
pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN=20
style=3D"FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT=
-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-f=
areast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-=
style: italic"><SPAN=20
style=3D"mso-list: Ignore">&middot;<SPAN=20
style=3D'FONT: 7pt "Times New Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&n=
bsp;&nbsp;=20
</SPAN></SPAN></SPAN><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR:=
 windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-styl=
e: italic'>Key=20
Features and Benefits of Vendor SLA<o:p></o:p></SPAN></H4>
<H4 style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 115%=
"><B=20
style=3D"mso-bidi-font-weight: normal"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR:=
 windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-styl=
e: italic'>Negotiating=20
the SLA<o:p></o:p></SPAN></B></H4>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l10 level1 lfo8"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Everything=20
  is About Expectations<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l10 level1 lfo8"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Defining=20
  the Negotiation Objective<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l10 level1 lfo8"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Determine=20
  Your Primary, Alternative and Elegant Currencies<o:p></o:p></SPAN></=
LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l10 level1 lfo8"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Negotiation=20
  Ploys and Tactics &#8211;&nbsp;<EM>tips and tricks</EM><o:p></o:p></=
SPAN></LI></UL>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Managing=20
the in-life SLA &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<o:p></o:p></SPAN></B></=
P>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l12 level1 lfo6"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Review=20
  processes<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l12 level1 lfo6"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Using=20
  escalation to manage quality performance<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l12 level1 lfo6"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Keeping=20
  the SLA relevant: Managing changes<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l12 level1 lfo6"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Negotiation=20
  techniques to manage the variation<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l12 level1 lfo6"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Customer=20
  intervention options with an underperforming contractor<o:p></o:p></=
SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l12 level1 lfo6"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Learning=20
  and applying lessons for the next SLA<o:p></o:p></SPAN></LI></UL>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level=
: 3"><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-H=
EIGHT: 115%'>Using=20
a Scorecard Approach to SLA Management<o:p></o:p></SPAN></B></P>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l15 level1 lfo7"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Origins=20
  of the scorecard approach<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l15 level1 lfo7"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Aligning=20
  the SLA with the corporate strategy<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l15 level1 lfo7"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Balancing=20
  the needs of stakeholders<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l15 level1 lfo7"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Planning=20
  and Constructing a SLA scorecard<o:p></o:p></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt=
: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list:=
 l15 level1 lfo7"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE=
-HEIGHT: 115%'>Key=20
  Performance indicators to support the SLA<o:p></o:p></SPAN></LI></UL=
>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; L=
INE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; =
mso-list: l4 level1 lfo1"><SPAN=20
  style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLO=
R: windowtext'>Business=20
  process quality improvement</SPAN><SPAN=20
  style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><o:p></o:p>=
</SPAN></LI></UL>
<P class=3DMsoNormal=20
style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal=
"><B><SPAN=20
style=3D"FONT-SIZE: 12pt; COLOR: #333333; mso-bidi-font-family: Calibr=
i"><o:p><FONT=20
face=3DCalibri>&nbsp;</FONT></o:p></SPAN></B></P>
<P class=3DMsoNormal=20
style=3D"TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal=
"><FONT=20
face=3DCalibri><B><SPAN=20
style=3D"FONT-SIZE: 12pt; COLOR: #333333; mso-bidi-font-family: Calibr=
i">General=20
Notes</SPAN></B><SPAN=20
style=3D"FONT-SIZE: 12pt; COLOR: #333333; mso-bidi-font-family: Calibr=
i"><o:p></o:p></SPAN></FONT></P>
<UL type=3Ddisc>
  <LI class=3DMsoNormal=20
  style=3D"COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; L=
INE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; =
mso-list: l17 level1 lfo2"><SPAN=20
  style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>This=20
  course is delivered by our seasoned trainers who have vast experienc=
e as=20
  expert professionals in the respective fields of practice. The cours=
e is=20
  taught through a mix of practical activities, theory, group works an=
d case=20
  studies.<o:p></o:p></FONT></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; L=
INE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; =
mso-list: l17 level1 lfo2"><SPAN=20
  style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT=20
  face=3DCalibri>Training manuals and additional reference materials a=
re provided=20
  to the participants.<o:p></o:p></FONT></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; L=
INE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; =
mso-list: l17 level1 lfo2"><SPAN=20
  style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>Upon=20
  successful completion of this course, participants will be issued wi=
th a=20
  certificate.<o:p></o:p></FONT></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; L=
INE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; =
mso-list: l17 level1 lfo2"><SPAN=20
  style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>We=20
  can also do this as tailor-made course to meet organization-wide nee=
ds.=20
  Contact us to find out more:=20
  training@skillsforafrica.org<o:p></o:p></FONT></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; L=
INE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; =
mso-list: l17 level1 lfo2"><SPAN=20
  style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=3D=
Calibri>The=20
  training fee covers tuition fees, training materials, lunch and trai=
ning=20
  venue. Accommodation and airport transfer are arranged for our parti=
cipants=20
  upon request.<o:p></o:p></FONT></SPAN></LI>
  <LI class=3DMsoNormal=20
  style=3D"COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; L=
INE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; =
mso-list: l17 level1 lfo2"><SPAN=20
  style=3D"FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT=20
  face=3DCalibri>Payment should be sent to our bank account before sta=
rt of=20
  training and proof of payment sent to:=20
  training@skillsforafrica.org<o:p></o:p></FONT></SPAN></LI></UL>
<P class=3DMsoListParagraph style=3D"MARGIN: 5pt 0cm 0pt 22.5pt"><SPAN=
=20
style=3D'FONT-FAMILY: "Calibri",sans-serif'><o:p>&nbsp;</o:p></SPAN></=
P>
<P class=3DMsoNormal style=3D"MARGIN: 0cm 0cm 10pt"><SPAN=20
style=3D"FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Cal=
ibri"><o:p><FONT=20
face=3DCalibri>&nbsp;</FONT></o:p></SPAN></P>
<P class=3DMsoNormal style=3D"MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal=
">
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 12pt 0cm 0pt; LINE-HEIGHT: normal"=
><B><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; BACKGR=
OUND: white; COLOR: black; mso-fareast-font-family: "Times New Roman"'=
><o:p>&nbsp;</o:p></SPAN></B></P>
<P class=3DMsoNormal=20
style=3D"BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">=
<SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR:=
 #222222; mso-fareast-font-family: "Times New Roman"'>Looking=20
forward to your attendance.<o:p></o:p></SPAN></P>
<P class=3DMsoNormal style=3D"MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal=
"><SPAN=20
style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif'><o:p>&=
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