This programme equips participants to measure and manage contractual performance using KPIs, deliverables, service levels, milestones, scorecards, and performance reviews.

By the end of the course, participants will be able to:
– Understand the principles and best practices of contract performance management.
– Develop clear, measurable and relevant Key Performance Indicators (KPIs) for contracts.
– Understand how to design, interpret and manage effective Service-Level Agreements (SLAs).
– Translate contractual obligations into measurable performance standards and deliverables.
– Establish appropriate performance targets, benchmarks, milestones and service standards.
– Develop effective approaches for monitoring, measuring and reporting contract performance.
– Identify and manage underperformance, service failures, delays and contractual non-compliance.
– Understand the relationship between KPIs, SLAs, contractual obligations, incentives and penalties.
– Develop effective processes for supplier and contractor performance reviews.
– Apply techniques for conducting effective contract performance meetings and reviews.
– Use performance data and reporting to support evidence-based contract management decisions.
– Develop appropriate corrective action and performance improvement plans.
– Understand how to manage service credits, liquidated damages, incentives and other performance mechanisms.
– Improve communication and collaboration between organizations and their suppliers, contractors and service providers.
– Develop practical frameworks for ensuring that contracts deliver the expected quality, value, cost and service outcomes.

Organizations will benefit from the course through:
– Improved supplier and contractor performance through clear expectations and measurable standards.
– Better alignment between contractual obligations and organizational objectives.
– Improved ability to measure whether suppliers and service providers are delivering value for money.
– Early identification of underperformance, service failures and contractual risks.
– Reduced operational disruptions caused by poor supplier or contractor performance.
– Stronger accountability through clearly defined KPIs, SLAs, responsibilities and performance targets.
– Improved quality and consistency of contract performance reporting.
– Better management of service levels, deliverables, milestones and deadlines.
– Reduced contractual disputes through objective and evidence-based performance measurement.
– Improved ability to apply incentives, penalties, service credits and corrective measures appropriately.
– Stronger supplier relationships through transparent and structured performance reviews.
– Improved decision-making regarding contract renewals, extensions, renegotiations or termination.
– Better collaboration between procurement, contract management, operations, finance, legal and business units.
– Improved customer and stakeholder satisfaction through more reliable service delivery.
– Stronger contract governance and performance accountability.
– Improved organizational efficiency through systematic performance monitoring and continuous improvement.

This course is designed for professionals involved in managing, monitoring and evaluating contractual performance, including:
– Contract Managers and Contract Administrators
– Procurement and Supply Chain Managers/Officers
– Commercial Managers and Contract Specialists
– Vendor and Supplier Relationship Managers
– Service Delivery Managers
– Operations and Operations Support Managers
– Project and Programme Managers
– Performance Management and Quality Assurance Professionals
– Risk and Compliance Managers
– Finance and Commercial Finance Professionals
– Legal and Contract Advisory Professionals
– Facilities and Property Management Professionals
– IT Service Management and Technology Professionals
– Outsourcing and Managed-Service Professionals
– Government and Public-Sector Contract Management Officers
– NGO and Development-Organization Procurement and Programme Officers
– Business Unit Managers and Heads of Department
– Managers responsible for supplier, contractor or service-provider performance
– Senior executives responsible for strategic supplier and contract relationships

3 Days

Module 1: Contract Performance Concepts
Module 2: Developing Contract KPIs
Module 3: Service-Level Agreements
Module 4: Performance Measurement
Module 5: Supplier and Contractor Scorecards
Module 6: Performance Reviews and Corrective Action
Module 7: Poor Performance and Escalation
Module 8: Performance Reporting