A TOOLKIT FOR THE DEVELOPMENT OF SERVICE LEVEL AGREEMENTS IN NHS LIS SERVICES
CILIP workshop, 13 & 14 May 2003, London
This workshop will provide delegates with an understanding of the issues surrounding operating under service agreements, as well as give them information that will help them get started on developing a service agreement, and a framework within they can move forward.
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
* identified the roles and responsibilities of parties operating under service agreements
* developed awareness of essential clauses within agreements and possible optional clauses
* identified the key requirements in developing service descriptions, quantity, quality, service delivery methods, pricing, success factors and renegotiation arbitration arrangements within the framework of a business-like agreement
* gained clarity about their management information needs and have developed a plan to fulfil these
* had some experience of preparing action plans, or started implementing plans for the development of service agreements
* used the toolkit provided as an aide-memoir and framework for further implementation on return to the workplace
WHO SHOULD ATTEND?
Staff with responsibility for developing Service Level Agreements for NHS library and information services.
WORKSHOP LEADER: Larraine Cooper
Larraine set up her own consultancy in 1986. Since then she has regularly worked with staff in public, academic and health service libraries, as well as business units and direct service managers in local authorities and the health service.
PLACES ARE LIMITED TO: 16
FEES:
CILIP Personal members: £180 plus VAT (£31.50) £211.50
Institutional members: £217 plus VAT (£37.97) £254.97
Non members: £252 plus VAT (£44.10) £296.10
PROGRAMME
DAY ONE
9:00 Registration and coffee
9.30 Welcome and introduction
9.40 Morning session:
SLAs: Reasons for the increasing popularity of service agreements; a process for their introduction
Action Planning/implementation
Quantity of service: points at which changes in service levels have cost implications and management information implications
Action Planning/implementation
1.00 Lunch
2.00 Afternoon session:
Quality standards: materials and information;
people and skills; opening hours and accessibility;
performance indicators and benchmarks;
customer satisfaction thresholds; accreditation mechanisms.
Action Planning/implementation
4.30 Close
DAY TWO
9:00 Coffee
9.30 Morning session:
Delivery methods, promotion and communication issues
Pricing, period of agreements and review mechanisms
Action Planning/implementation
1.00 Lunch
2.00 Afternoon session
Success measures: satisfying need; defining success measures; influencing success.
Managing renegotiation and arbitration positively:
management & monitoring; maintaining records which link with performance; confidentiality;
managing the transition from where we are now to where we need to be.
Action Planning/implementation
Toolkit for the development of an SLA
Action Planning/implementation
4.30 Close
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING:
Please print out and complete the booking form below and return it by fax to the Training & Development Department on 020 7255 0561, or post to: Training & Development, CILIP, 7 Ridgmount Street, London WC1E 7AE
TO PROVISIONALLY BOOK A PLACE:
To make a provisional booking simply telephone us on 020 7255 0560, textphone 020 7255 0505, or email [log in to unmask]
(Provisional bookings will be held for three weeks. A confirmed booking must be received within this period or your place may be lost.)
BOOKING FORM:
I would like to book a confirmed place on A TOOLKIT FOR THE DEVELOPMENT OF SERVICE LEVEL AGREEMENTS IN NHS LIS SERVICES (13 & 14 May 2003, London)
Title: ____________ First name: _________________
Surname: ____________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Email address: ________________________________
Tel___________________ Fax: __________________
Are you a CILIP member? YES __ NO __
Personal* __ Institutional __ Student** __ Unwaged __
* If you are a Personal Member, but your employer is paying, they will still be charged at Personal Member rate.
** The Student rate applies to personal payers only - but not if organisations are paying the fee
CILIP membership no: __________________________
Dietary/special requirements (sensory or physical)
___________________________________________
PAYMENT OF FEE:
Option 1: __ Please send an invoice
(your payment will be due within 30 days of the invoice date).
Please give invoice name and address if different from above:
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Option 2: __ I enclose a cheque (payable to CILIP) for £_______________
Please tick here if you require a receipt: __
Option 3: __ Please debit £_________ to my credit card
Credit card details:
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PLEASE NOTE: cancellations received on the day will incur the full fee. If a cancellation is received in the seven working days prior to the event, 50% of the fee will be due.
PLEASE RETURN BOOKING FORM TO:
Training & Development, CILIP Enterprises, CILIP, 7 Ridgmount Street, London, WC1E 7AE, or fax back to 020 7255 0561.
CILIP keeps any personal information you supply for the purpose for which you have provided it. It is not passed to other organisations unless this is made explicit when you supply it or if we are legally required to do so. However the Association may from time to time wish to send you information about other services or products it provides.
CILIP, The Chartered Institute of Library & Information Professionals
Registered Charity no. 313014
Message sent by:
Iona Khan
Events Assistant, Training & Development
CILIP
7 Ridgmount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our web pages at: www.cilip.org.uk/training <http://www.cilip.org.uk/training>
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