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style="mso-bidi-font-family: Calibri"><FONT color=#410082>Training Workshop on
Service Charters and Service Level Agreements from 6th to 17th February 2023 in
Mombasa, Kenya<?xml:namespace prefix = "o" ns =
"urn:schemas-microsoft-com:office:office"
/><o:p></o:p></FONT></SPAN></A></SPAN></B></P></DIV>
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style="mso-bidi-font-family: Calibri"><FONT color=#410082>Register to attend the
Workshop<o:p></o:p></FONT></SPAN></A></SPAN></U></P>
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style="COLOR: windowtext; mso-bidi-font-family: Calibri">Calendar for 2023
Workshops<o:p></o:p></SPAN></A></SPAN></U></P>
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style="COLOR: windowtext; mso-bidi-font-family: Calibri">Contact
us<o:p></o:p></SPAN></A></SPAN></U></P>
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style="COLOR: windowtext; mso-bidi-font-family: Calibri">Whatapp<o:p></o:p></SPAN></A></SPAN></U></P>
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style="mso-bidi-font-weight: normal"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>Venue:
PrideInn Paradise Beach Resort, Mombasa, Kenya<o:p></o:p></FONT></SPAN></B></P>
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style="mso-bidi-font-weight: normal"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>Course
Fee: 3,000USD<o:p></o:p></FONT></SPAN></B></P>
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style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>Office
Telephone: +254-702-249-449<o:p></o:p></FONT></SPAN></P>
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style="mso-bidi-font-weight: normal"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT
face=Calibri>Register as a group of 5 or more participants and get 15% discount
on the course fee. <o:p></o:p></FONT></SPAN></B></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>Send
us an email: </FONT><A
href="https://133IK.trk.elasticemail.com/tracking/click?d=ra_Krquym_vAH7a0xfyiRRRJ0mmMognyg56kmPeJDcOATg5hRkN4jmHMwEzF0zgtO48KNNuLGUdwlG1qKjUnbUM2IeT0IcOWbfJllT42JsXf6Y19QhWC8oKCg0wGVhMM2bgukQLdji8rSA0XedR2t3ObM5i6M_B9zd5IRNgmAAPmUk6TbbmaqHv9WKKj3uWttvp0rkJoQDbXsGJQ4w3QvxpemuezuqUsQxqRxwEIQ03w0" ><SPAN
style="mso-bidi-font-family: Calibri"><FONT
color=#410082>training@skillsforafrica.org </FONT></SPAN></A><FONT
face=Calibri>or call +254-702-249-449<o:p></o:p></FONT></SPAN></P>
<P class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; TEXT-AUTOSPACE: ; mso-layout-grid-align: none"><B><SPAN
lang=EN
style="FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Calibri; mso-ansi-language: EN"><o:p><FONT
face=Calibri> </FONT></o:p></SPAN></B></P>
<P class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; TEXT-AUTOSPACE: ; mso-layout-grid-align: none"><FONT
face=Calibri><B><SPAN lang=EN
style="FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Calibri; mso-ansi-language: EN">INTRODUCTION</SPAN></B><SPAN
lang=EN
style="FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Calibri; mso-ansi-language: EN"><o:p></o:p></SPAN></FONT></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 10pt"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold'>This
Service Charters and Service Level Agreements training course will ensure that
you understand how to decide rationally what activities to outsource and what
not, how to select the best contractor and how to evaluate the delivered
performance of all parties involved. On this training course, you will
understand the different contract types, the pros and cons of SLAs, avoid the
potential pitfalls and improve the performance. Balanced scorecards to measure
the contractor performance, used in several branches will be discussed. Through
a combination of teaching and group work, you will leave this training course
with practical tools & practices to develop improved
SLAs.<o:p></o:p></SPAN></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 10pt"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold'>In
the competitive environment of today, managing your contracts regarding
outsourced activities like IT, operations, maintenance and facilities management
are more than ever an important issue. Service Level Agreements (SLAs) are being
applied as a highly effective way to manage and control the relationship between
the service provider and the end-user, both internally and externally. It
manages the expectations of both parties, sets out the parameters of
responsibility and offers performance indicators. Creating and managing formal
agreements with suppliers of equipment and maintenance services requires not
only a complete understanding of the business requirements and organization
needs, but also depends on keeping up-to-date on
contracting.<o:p></o:p></SPAN></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10pt"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>COURSE
OBJECTIVES<o:p></o:p></SPAN></B></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>At
the end of the course, the participants will be able to:<o:p></o:p></SPAN></P>
<UL style="MARGIN-TOP: 0cm" type=disc>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Understand
Basic Outsourcing Considerations<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Learn
the Features, Functions and Benefits of Lean Contracts<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Understand
the Different Contract Types and When / How to apply
them<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Understand
the Basics of SLAs<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Learn
How to Define Service Levels<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Understand
How to Monitor the Contractor Performance and Relate the Performance to
Penalties and Rewards<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Learn
How to Develop and Negotiate a Contract – <I>The Contracting
Cycle</I><o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Understand
Negotiating Tips & Tricks<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; tab-stops: list 36.0pt; mso-list: l13 level1 lfo10"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Learn
How to Manage SLAs during the Contracting Period<o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10pt"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>DURATION</SPAN></B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'><o:p></o:p></SPAN></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>10
Days<o:p></o:p></SPAN></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10pt"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>WHO
SHOULD ATTEND<o:p></o:p></SPAN></B></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10pt"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold'>This
training course will benefit all levels of personnel engaged in purchasing and
procurement, commercial and contracts management departments, and technical
operatives providing performance under service level agreements. It will enable
them to contextualize their work, understand the contract and become aware of
the different issues and risks associated with Service Charters and SLA
contracting.<o:p></o:p></SPAN></P>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10pt"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>This
training course is suitable for a wide range of professionals but will greatly
benefit:<o:p></o:p></SPAN></B></P>
<UL style="MARGIN-TOP: 0cm" type=disc>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold'>Service
Delivery professionals/Quality Assurance Professionals Contract
Administrators, Contract Professionals and Project
Coordinators<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold'>Buyers,
Purchasing Professionals and Procurement Officers<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold'>IT
Professionals<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 8pt; tab-stops: list 36.0pt; mso-list: l7 level1 lfo11"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold'>Those
involved in the planning, evaluation, preparation and management of tenders
and awards for service contracts or internally-supplied corporate
services<o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal style="TEXT-ALIGN: justify; MARGIN: 12pt 0cm 10pt"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>COURSE
CONTENT<o:p></o:p></SPAN></B></P>
<H4 style="BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 115%"><B
style="mso-bidi-font-weight: normal"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-style: italic'>Outsourcing
Considerations<o:p></o:p></SPAN></B></H4>
<UL type=disc>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Introduction
to Program<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Introduction
Delegates<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Asset
Management - <EM>Roles and The Relationship with
Contracting</EM><o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Considerations
in Outsourcing Activities –<EM> What to outsource and what
not?</EM><o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l16 level1 lfo9"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Outsourcing
Models<o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>“Agreements”
in general/types of agreements<o:p></o:p></SPAN></B></P>
<P class=MsoListParagraphCxSpFirst
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Memorandums of Understanding<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Goods agreements<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Service agreements<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Service Level Agreement<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Service Charters<o:p></o:p></P>
<P class=MsoListParagraphCxSpLast
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l3 level1 lfo17; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Contract Management Plans<o:p></o:p></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Drafting
obligations or expectations<o:p></o:p></SPAN></B></P>
<P class=MsoListParagraphCxSpFirst
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>What is an obligation?<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>What is an expectation?<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Essential terms (Conditions)<o:p></o:p></P>
<P class=MsoListParagraphCxSpLast
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l9 level1 lfo16; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Warranties<o:p></o:p></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Legally
Binding Obligations<o:p></o:p></SPAN></B></P>
<P class=MsoListParagraphCxSpFirst
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l2 level1 lfo15; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Terms essential to a contract<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l2 level1 lfo15; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Intermediate terms<o:p></o:p></P>
<P class=MsoListParagraphCxSpLast
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l2 level1 lfo15; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Enforcing legality<o:p></o:p></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>How
do we measure performance?<o:p></o:p></SPAN></B></P>
<P class=MsoListParagraphCxSpFirst
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l14 level1 lfo14; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Who/what/when/how<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l14 level1 lfo14; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Objective or subjective measures?<o:p></o:p></P>
<P class=MsoListParagraphCxSpLast
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l14 level1 lfo14; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Including measurement in a contract<o:p></o:p></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Enforcing
the essentials<o:p></o:p></SPAN></B></P>
<P class=MsoListParagraphCxSpFirst
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Identify and manage risks<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Communicate with stakeholders<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Establish and sustain contract management
capability<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Establish systems and procedures<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Management reporting on contracting activity<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Quality assurance of contracting activities<o:p></o:p></P>
<P class=MsoListParagraphCxSpLast
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l5 level1 lfo13; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Managing panel arrangements<o:p></o:p></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Building
a Contract Management Plan<o:p></o:p></SPAN></B></P>
<P class=MsoListParagraphCxSpFirst
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Relationships<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Transition arrangement<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Skills and experience required<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Responsibilities<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Contract start-up<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Administration of the contract<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Contractor performance<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Variations<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Extension options<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Disputes<o:p></o:p></P>
<P class=MsoListParagraphCxSpMiddle
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Record Keeping<o:p></o:p></P>
<P class=MsoListParagraphCxSpLast
style="MARGIN: 0cm 0cm 8pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; mso-list: l1 level1 lfo12; mso-add-space: auto"><SPAN
style="FONT-FAMILY: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN>Lessons learned<o:p></o:p></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'><SPAN
style="mso-spacerun: yes"> </SPAN>Principles and Functions of Service Level
Agreements<o:p></o:p></SPAN></B></P>
<UL type=disc>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>The
need to measure quality of performance<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Why,
when and how can SLAs help to achieve quality<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Key
objectives<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>SLAs:
Contracts or Contract substitutes?<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Introducing
SLAs for services bought in from contractors<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Use
of corporate SLAs between in-house departments<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Assessment
of Service Levels – <I>current & required</I><o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Defining
Key Performance Indicators to Monitor the Performance of All Parties
Involved<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Use
of Balanced Scorecard with SLAs<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>How
to Relate Payments and Rewards to Contractor
Performance?<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Is
SLA always the right solution?
– <I>partnerships</I><o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l6 level1 lfo3"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Vendor
Management<o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Key
Elements of a Service Level Agreements<o:p></o:p></SPAN></B></P>
<UL type=disc>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>What
services are being measured?<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Typical
quality measures<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>SLA
Governance Frameworks: Managing, measuring and reporting service
performance<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Duties
of the customer<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Risk
sharing and SLAs: Managing problems<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l11 level1 lfo4"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Termination
of the agreement<o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Drafting
your Service Level Agreement<o:p></o:p></SPAN></B></P>
<UL type=disc>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Drafting
principles<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>A
model structure for the SLA<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Essential
elements of a quality SLA<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Using
appropriate measurement language<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Carrots
or sticks to encourage achievement<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>SLA
checklists<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>The
Contracting Cycle<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>The
Tendering Process – <EM>Modern Ways of
Tendering</EM><o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Costing
the Service<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Choosing
the Right Contractor<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Writing
the SLA – <EM>SLA Templates</EM><o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Review
the Draft SLA<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l8 level1 lfo5"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Implementing
Contract Management & Delivery – <EM>How to make it
work?</EM><o:p></o:p></SPAN></LI></UL>
<H4 style="MARGIN: 2pt 0cm 0pt; LINE-HEIGHT: 115%"><B
style="mso-bidi-font-weight: normal"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-style: italic'>SLA
in Supplier Performance Management<o:p></o:p></SPAN></B></H4>
<H4
style="MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-style: italic"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-style: italic'>Supplier
Service Level Agreements<o:p></o:p></SPAN></H4>
<H4
style="MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-style: italic"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-style: italic'>Steps
to Continuously Manage Vendor Performance and SLAs<o:p></o:p></SPAN></H4>
<H4
style="MARGIN: 2pt 0cm 0pt 36pt; LINE-HEIGHT: 115%; TEXT-INDENT: -18pt; tab-stops: list 36.0pt; mso-list: l0 level1 lfo18"><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-size: 12.0pt; mso-bidi-font-style: italic"><SPAN
style="mso-list: Ignore">·<SPAN
style='FONT: 7pt "Times New Roman"'>
</SPAN></SPAN></SPAN><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-style: italic'>Key
Features and Benefits of Vendor SLA<o:p></o:p></SPAN></H4>
<H4 style="BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 115%"><B
style="mso-bidi-font-weight: normal"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: windowtext; FONT-STYLE: normal; LINE-HEIGHT: 115%; mso-bidi-font-style: italic'>Negotiating
the SLA<o:p></o:p></SPAN></B></H4>
<UL type=disc>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Everything
is About Expectations<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Defining
the Negotiation Objective<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Determine
Your Primary, Alternative and Elegant Currencies<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l10 level1 lfo8"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Negotiation
Ploys and Tactics – <EM>tips and tricks</EM><o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Managing
the in-life SLA <o:p></o:p></SPAN></B></P>
<UL type=disc>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Review
processes<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Using
escalation to manage quality performance<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Keeping
the SLA relevant: Managing changes<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Negotiation
techniques to manage the variation<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Customer
intervention options with an underperforming contractor<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l12 level1 lfo6"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Learning
and applying lessons for the next SLA<o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 22.5pt 0cm 15pt; mso-outline-level: 3"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Using
a Scorecard Approach to SLA Management<o:p></o:p></SPAN></B></P>
<UL type=disc>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Origins
of the scorecard approach<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Aligning
the SLA with the corporate strategy<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Balancing
the needs of stakeholders<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Planning
and Constructing a SLA scorecard<o:p></o:p></SPAN></LI>
<LI class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 10pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; tab-stops: list 36.0pt; mso-list: l15 level1 lfo7"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; LINE-HEIGHT: 115%'>Key
Performance indicators to support the SLA<o:p></o:p></SPAN></LI></UL>
<UL type=disc>
<LI class=MsoNormal
style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l4 level1 lfo1"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: windowtext'>Business
process quality improvement</SPAN><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><o:p></o:p></SPAN></LI></UL>
<P class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal"><B><SPAN
style="FONT-SIZE: 12pt; COLOR: #333333; mso-bidi-font-family: Calibri"><o:p><FONT
face=Calibri> </FONT></o:p></SPAN></B></P>
<P class=MsoNormal
style="TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal"><FONT
face=Calibri><B><SPAN
style="FONT-SIZE: 12pt; COLOR: #333333; mso-bidi-font-family: Calibri">General
Notes</SPAN></B><SPAN
style="FONT-SIZE: 12pt; COLOR: #333333; mso-bidi-font-family: Calibri"><o:p></o:p></SPAN></FONT></P>
<UL type=disc>
<LI class=MsoNormal
style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>This
course is delivered by our seasoned trainers who have vast experience as
expert professionals in the respective fields of practice. The course is
taught through a mix of practical activities, theory, group works and case
studies.<o:p></o:p></FONT></SPAN></LI>
<LI class=MsoNormal
style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT
face=Calibri>Training manuals and additional reference materials are provided
to the participants.<o:p></o:p></FONT></SPAN></LI>
<LI class=MsoNormal
style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>Upon
successful completion of this course, participants will be issued with a
certificate.<o:p></o:p></FONT></SPAN></LI>
<LI class=MsoNormal
style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>We
can also do this as tailor-made course to meet organization-wide needs.
Contact us to find out more:
training@skillsforafrica.org<o:p></o:p></FONT></SPAN></LI>
<LI class=MsoNormal
style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT face=Calibri>The
training fee covers tuition fees, training materials, lunch and training
venue. Accommodation and airport transfer are arranged for our participants
upon request.<o:p></o:p></FONT></SPAN></LI>
<LI class=MsoNormal
style="COLOR: #333333; TEXT-ALIGN: justify; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal; mso-margin-top-alt: auto; tab-stops: list 36.0pt; mso-list: l17 level1 lfo2"><SPAN
style="FONT-SIZE: 12pt; mso-bidi-font-family: Calibri"><FONT
face=Calibri>Payment should be sent to our bank account before start of
training and proof of payment sent to:
training@skillsforafrica.org<o:p></o:p></FONT></SPAN></LI></UL>
<P class=MsoListParagraph style="MARGIN: 5pt 0cm 0pt 22.5pt"><SPAN
style='FONT-FAMILY: "Calibri",sans-serif'><o:p> </o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 10pt"><SPAN
style="FONT-SIZE: 12pt; LINE-HEIGHT: 115%; mso-bidi-font-family: Calibri"><o:p><FONT
face=Calibri> </FONT></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal">
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 12pt 0cm 0pt; LINE-HEIGHT: normal"><B><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; BACKGROUND: white; COLOR: black; mso-fareast-font-family: "Times New Roman"'><o:p> </o:p></SPAN></B></P>
<P class=MsoNormal
style="BACKGROUND: white; MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif; COLOR: #222222; mso-fareast-font-family: "Times New Roman"'>Looking
forward to your attendance.<o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: normal"><SPAN
style='FONT-SIZE: 12pt; FONT-FAMILY: "Times New Roman",serif'><o:p> </o:p></SPAN></P></P></BODY></HTML>
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