Contract Design, KPIs and Service Quality for Outsourced Facilities Operations Training Course
1Summary
An outsourcing contract without a measurable KPI attached to it is, in practice, an expensive way of hoping the vendor performs. Outsourced Facilities Management only delivers the savings and service quality it promises when the contract, the performance indicators, and the monitoring process are all built to work together from day one.
This course, delivered by Arab British Fellowship Training Academy as part of its facilities management training portfolio, focuses on developing effective outsourcing strategies, managing service contracts, monitoring performance, and ensuring operational excellence through measurable outcomes.
Participants learn how to establish robust SLAs, strengthen vendor management practices, and improve service quality across outsourced facilities services, gaining a practical understanding of contract administration, performance measurement, risk management, supplier relationships, and continuous improvement.
2Objectives and target group
Upon completing this course, participants will be able to:
- Design and manage outsourcing contracts for facilities services, including measurable SLAs.
- Develop Key Performance Indicators (KPIs) for outsourced service providers and monitor supplier compliance.
- Develop effective Outsourced Facilities Management strategies and governance.
- Implement effective vendor management practices and build long-term supplier partnerships.
- Measure and improve service quality using performance indicators and reporting.
- Manage outsourcing risks and apply continuous improvement techniques to outsourced operations.
Target Audience
This course is suitable for:
- Facilities Managers
- Contract Managers
- Procurement Managers
- Vendor Relationship Managers
- Operations Managers
- Maintenance Managers
- Asset Managers
- Purchasing Officers
- Supply Chain Professionals
- Project Managers
- Professionals responsible for Outsourced Facilities Management, supplier contracts, and service delivery
3Course Content
Module 1: Contracts and Service Level Agreements
- Developing outsourcing contracts and contract scope
- Creating effective SLAs and defining roles and responsibilities
- Contract compliance management
Module 2: Designing KPIs That Drive Performance
- Designing performance metrics and Key Performance Indicators (KPIs)
- Monitoring contractor performance and benchmarking service delivery
- Performance reporting
Module 3: Foundations of Outsourced Facilities Management
- Benefits and challenges of outsourcing, and outsourcing models
- Strategic sourcing principles and governance frameworks
- Choosing the right outsourcing model for a given service
Module 4: Vendor Management and Supplier Relationships
- Best practices in vendor management and supplier selection
- Relationship management, communication strategies, and performance review meetings
- Managing underperforming suppliers
Module 5: Service Quality and Continuous Improvement
- Measuring service quality and customer satisfaction
- Quality assurance processes and corrective/preventive actions
- Continuous improvement frameworks
Module 6: Risk, Compliance, and Long-Term Partnerships
- Outsourcing risk assessment and regulatory/contractual compliance
- Business continuity planning and audit/governance practices
- Supplier development, cost optimization, and building long-term partnerships