Published on: Tuesday 18 August 2009 by Administrator
CMD provide a 2 day SLA workshop in Kuala Lumpur
On 10 and 11 August 2009 CMD Founder Paul Carter Hemlin provided a 2 day Service Level Agreement workshop for 21 Contract Managers in Kuala Lumpur.
The event covered the entire lifecycle of Service Level Agreements from creation, mapping to critical business processes, assessing the required level of performance, risk and reward, common pitfalls, implications of failure, introduction of SLAs into contracts, changing SLAs, dealing with disputes and several other key areas on this important topic. The final session was a SLA surgery where Paul dealt with specific SLA issues raised by the delegates.
The workshop included 3 hands-on activities for the delegates to get experience in some of the complexities in constructing, drafting and negotiating SLAs.
In July 2009 CMD commissioned the IACCM to conduct a survey on the latest trends in SLAs. The results of the survey (which is subject to a separate CMD News item on this website) were used throughout the workshop to inform the presentation.
Paul has worked on numerous Service Level Agreements covering a wide variety of BPO, IT Services, Telecoms and other complex performance contracts. He has provided SLA training on 4 continents, has had numerous articles published on the subject and is widely regarded as an expert in this field.
Paul will be speaking at further events throughout 2009. In addition to public speaking, CMD are always willing give in-house seminar and tutorials. Should you or your company be interested in such an event please contact us on info@cmdirect.org of call us on 01904 560512. We are happy to tailor our presentations to cover our clients’ exact needs.
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