L4M3 Exam Dumps : Commercial Contracting

KPIs are used to monitor supplier's performance. They can be qualitative or quantitative. Of course, service providers can be monitored by quantitative KPIs regarding the outcome achieved (such as uptime in IT contracts), timeliness of deliveries (such as in construction contracts)...

Benefits for the purchaser in using call off contract are as below:

- The benefit of a call off contract is that they allow the supply of materials, goods and services to be secured over multiple delivery dates across the length of a project.

- Agreed prices, either fixed or pre-agreed mechanism for adjustment. This helps with setting and controlling budgets.

- Simple order mechanisms at the point of need

- Schedules of rates pricing enables electronic procure-to-pay systems, which gives greater control and visibility of spend

- The value of spend ad length of contract justify the cost of proper market engagement and tender or negotiation processes resulting in better value for money

- The longer the contract, the greater the opportunities for aligning working practices to create joint efficiency.

A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved.

According to CIPS L4M3 study guide, SLA should cover the following:

- KPIs

- How the measurements convert into scores

- Any other service level standards

- Minimum acceptable standards or scores in each case

- Range of scores both above and below the minimum acceptable

- Any mitigating factors which might apply in the event of poor performance

- Any time period permitted in which to remedy a situation of poor performance

- Remedies available

- Dispute settlement

- How to deal with inconsistencies or conflicts between KPIs and any other documents.

In IT service (such as in the scenario), the SLA often covers:

- Uptime

- Call metrics

- Customer satisfaction

- Turn around time

- Quality

- Mean time to recovery

- Mean time between failure

- Backlog

- Business results

You can read the details of above indicators here.