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An SLA that sits in a drawer isn't protecting anyone. Too many facilities contracts include service level language that sounded thorough when it was signed, then gets ignored the moment the ink dries — until a service failure happens and everyone discovers the wording was too vague to actually enforce. Facilities SLAs only work when they're written to be used, not just written to look complete.
That means defining KPIs specific enough to leave no room for interpretation, tracking contract performance consistently rather than reactively, and holding service delivery to the standard actually promised, not the standard that's convenient. The Service Level Agreements (SLAs) and Performance Management in Facilities Management training course, focuses on that practical enforcement gap — the space between a well-written SLA and one that actually changes vendor behavior.
Participants leave able to draft SLAs that hold up under real conditions, monitor performance with evidence rather than assumption, and manage contracts so service delivery matches what was actually agreed.
By the end of the course, participants will be able to:
By the end of this course, participants will be able to:
Target Group
Understanding Facilities SLAs
Drafting Clear and Enforceable SLAs
Defining Meaningful KPIs
Monitoring Contract Performance
Managing Service Delivery Standards
Handling Disputes and Enforcing Remedies
Refining SLAs and KPIs Over Time
An SLA that sits in a drawer isn't protecting anyone. Too many facilities contracts include service level language that sounded thorough when it was signed, then gets ignored the moment the ink dries — until a service failure happens and everyone discovers the wording was too vague to actually enforce. Facilities SLAs only work when they're written to be used, not just written to look complete.
That means defining KPIs specific enough to leave no room for interpretation, tracking contract performance consistently rather than reactively, and holding service delivery to the standard actually promised, not the standard that's convenient. The Service Level Agreements (SLAs) and Performance Management in Facilities Management training course, focuses on that practical enforcement gap — the space between a well-written SLA and one that actually changes vendor behavior.
Participants leave able to draft SLAs that hold up under real conditions, monitor performance with evidence rather than assumption, and manage contracts so service delivery matches what was actually agreed.
By the end of the course, participants will be able to:
By the end of this course, participants will be able to:
Target Group
Understanding Facilities SLAs
Drafting Clear and Enforceable SLAs
Defining Meaningful KPIs
Monitoring Contract Performance
Managing Service Delivery Standards
Handling Disputes and Enforcing Remedies
Refining SLAs and KPIs Over Time
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