Developing effective service level agreements – a training course designed by real estate professionals

In today’s competitive business environment, Property and Facilities Managers need to be able to ensure that the levels of service that were promised during negotiations with Service Providers are actually delivered. At Romanian Association of Building Owners (RABO) we understand that the Service Level Agreements (SLAs) are the heart of a client-focused service. This is why we organize one-day training – Developing Effective Service Level Agreements on May 23rd, 2016.

Why should you attend? This course provides the knowledge and techniques to evaluate customer requirements, how to develop effective Service Level Agreements and how they can be used to make sure that the required service levels are achieved.

Beyond listing expectations of service type and quality, a SLAs provide remedies when requirements aren’t met. This one-day training is designed for those dealing with facilities and their management, including Facilities Managers, Operations Managers, Commercial and Procurement staff and those dealing with business process required for proper facilities management, including, but not limited to Risk officers, Financial Officers, Legal Officer, Contract and Project Managers.

Specifically this course will help improve your understanding of:

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• How to evaluate customer requirements in order to develop SLAs;
• How to structure and write SLAs;
• The differences between SLAs and specifications and contracts;
• How to develop Key Performance Indicators (KPIs) that allow you to measure performance against the SLA;
• Techniques for measuring performance;
• How to manage under-performance;
• How to encourage good performance and use SLAs to drive improvement;
• How to change SLAs over time.

These are several questions that will be answered during this one-day training program held by Gillian French. Gillian has many years senior level experience both as customer and as a supplier in the facilities management sector. Having had a background in procurement, she moved into management of property and FM contracts in British Airways with responsibility for an FM budget of £70 million per year. She has been MD of an FM company and later a cleaning company before becoming Operations Director and Customer Service Director for GSH plc, a provider of engineering services. Her clients included the BBC, Hewlett Packard, Marks and Spencer and Vodafone. Gillian is now an independent consultant working with a range of clients on their FM strategies and in managing their Service Providers. Clients have included Crossrail, Thales plc and the Royal Bank of Scotland.

The course organized by RABO Academy will be interactive with opportunities to practice writing SLAs. The course documentation includes examples of SLAs and KPIs used by major clients to manage a range of Facilities Management services such as cleaning and building maintenance. RABO Academy is an initiative of the RABO, intended to provide a series of management-level educational programs for professionals activating in the real estate industry. RABO was launched in Brussels, in April 2011 and it is the first organization reuniting top leading local and international property investors operating in Romania. The organization works closely with industry leaders, other local and EU-level organizations, in order to ensure a harmonized framework for property investments, new developments, real estate financing, energy efficiency, social inclusion and environmental protection.

The courses organized by RABO, in partnership with the BIFM, offers professional certification on a global basis.

Find out how to attend this training, as well as more details on the program and contents here: http://goo.gl/ZCl7AP