Managing FM Performance & SLAs (Code 1706SLAB)
23rd June 2017
|Tel||020 7248 5942|
|Details||"Defining, measuring and managing FM services"
Explaining the requirement, deciding on the measures and determining performance continue to present challenges for clients, service providers and in-house teams alike. Learn how to articulate service requirements, define meaningful measures, and evaluate performance. Key topics include Service Level Agreements, Key Performance Indicators, incentives and penalties, and how to drive for performance improvements.
Defining the appropriate level of service
The role of Service Level Agreements (SLAs)
Measuring service performance: scorecards, KPIs, highlight & rag reports, matrices
Involving the customer
How measurement drives behaviours
Incentives and penalties
How low can you go? Reducing service levels
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Education & Training