Service Level Agreements and KPI’s

1-day introduction to developing and using SLAs effectively in the FM context, 2011


This course shows how to develop an effective Service Level Agreement and how it can be used to ensure the service that is contracted for is actually delivered


This course will specifically help improve knowledge and understanding of:


  • How to evaluate customer requirements in order to develop SLAs
  • How to structure and write service level agreements
  • The differences between service level agreements, specifications and contracts
  • How to develop Key Performance Indicators that allow you to measure performance against the SLA
  • Techniques for measuring performance
  • How to manage under-performance
  • How to encourage good performance
  • How to benchmark performance.



Background and Objectives

This session will explore the context for service level agreements and their value within the procurement and performance management processes. In particular:

  • What is a Service Level Agreement?
  • How does it fit in with the contract and the service specification?
  • How do SLAs help the Facilities/Contract Manager, the Service Provider and the organization?


Planning the Project

There are a number of key areas to considerin the initial stages of the development process, which are explored in this session, including:

  • Getting buy-in from customers and the service partner
  • Defining customer needs and wants
  • Benchmarking existing service provision.


Structuring the SLA

This section of the course offers practical advice and guidance on putting together the SLA, including:

  • Service groupings
  • The importance of different services
  • Organising the information.


Key Performance Indicators

The ability to track performance effectively is an essential part of the contract management process. When selecting KPIs, facilities managers should be aware of a number of issues which are explored here, including:

  • Setting targets
  • Being realistic about what can be achieved
  • Which items are ‘key’ to the performance of the contract
  • Audience for reports on KPIs


Performance Measurement

Active management of performance is vital to the success of any contract, and this session examines how to apply best practice in the key areas, such as:

  • Measurement techniques
  • Subjective and objective measures and the role of each
  • How to handle under-performance and drive improvements
  • How to encourage good performance.


Using SLAs to drive continuous improvement

In order to achieve best value from SLAs, FMs should recognize the need for a dynamic management approach. This session explores how to get the most from reviews and changes, including:

  • Why it is possible to have great scores and have unhappy customers (and vice versa!) and what to do about it
  • Changing SLAs to reflect changes in your organisation – financial, strategic or volume related.


How to attend

Please fill in the following form and sent it at, or call 021.403.41.20.


310 Euro+VAT for RABO Members

355 Euro+VAT for non-members


About the course trainer: Gillian French

Gillian has senior level experience both as customer and as a supplier. 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. Since then, she has been MD of an FM company and of a cleaning company and Operations Director and Customer Service Director for GSH plc, a hard services FM provider.
Gillian is now a consultant, providing strategic and procurement support to a number of major organisations.