With apologies for cross posting.

IFM Healthcare Study Day
Service Level Agreements: Straitjacket or Positive Management Tool?
Nuffield Institute for Health, University of Leeds
Tuesday 28 January 2003
10.00-16.30

Many support services are required to set up agreements to clarify the
mutual expectations of customers and library and information providers.
These agreements will change customer perspectives about library and
information services and provide greater accountability for library and
information units.
This study day seeks to clarify issues involved in setting up service level
agreements (SLAs) and sets out the steps required in developing an agreement
appropriate to the stage of development of the library unit. It aims to
assist in anticipating further expectations of accountability from
organisations or customers.  It will also enable participants to identify
areas in which they could collaborate with others to reduce workload and
highlight gaps where further expertise or training and development would be
useful.

Who should attend?
Library and information service managers and others with responsibilities
for, or interest in, the development of internal or external SLAs e.g.
agreements with internal IT providers regarding electronic services
provision.

Chair:
Steve Rose - Manager, Health Care Libraries, Cairns Library, University of
Oxford

Presenters:
Larraine Cooper - The Larian Consultancy
Shane Godbolt - Head of London Library and Information Development Unit

Programme:
-Why SLAs?
-Key components of service agreements, their management and monitoring
mechanisms
-Linking SLAs to business planning processes
-Aspects of costing service agreements
-Work groups: delegates will be asked to develop principal components and
specifics in a SLA for further development and work in the workplace.  They
will also be asked to identify where they will need further help or
expertise, where they could collaborate with others and any other training
they may require.

Cost (including lunch and refreshments):
£65.00 + VAT  IFM Healthcare members
£80.00 + VAT  Non-members 
£85.00 + VAT  for the study day plus IFM  Healthcare membership for 2003

The study day is limited to 40 places so early booking is recommended. 
Closing date for booking: 17 January 2003

If you would like to reserve a place, please complete the form below and
return it by email or in printed format to:
Susan Mottram
[log in to unmask]
Health Sciences Library
Worsley Building
University of Leeds
Leeds
LS2 9JT

----------

IFM Healthcare Study Day
Service Level Agreements: Straitjacket or Positive Management Tool?
Tuesday 28 January 2003
10.00-16.30
Nuffield Institute for Health, University of Leeds

I would like to attend the above IFM Healthcare Study Day

Name:
Job title:
Organisation:
Address:


Telephone:
Fax:
Email:

Please invoice OR/ I enclose a cheque payable to IFM Healthcare (please
delete as appropriate) for:

£76.37 (£65.00 + VAT) - IFM Healthcare members

£94.00 (£80.00 + VAT) - non-members, study day only

£99.87 (£85.00 + VAT - non-members study day plus IFM Healthcare membership
for 2003

Address for invoice if different from above:





~~~~~~~~~~~~~~
Susan Mottram
Faculty Team Librarian (Health)
Health Sciences Library
University of Leeds
LEEDS LS2 9JT
West Yorkhire
UK

Telephone: +44 (0)113 343 6974