Vendor Management. QQI FETAC Level 6. Progress your career with a qualification in Vendor Management.

Transcription

1 Vendor Management QQI FETAC Level 6 The CCMA Ireland Skillnet, the Languages & International Trade Services Skillnet and the Outsourcing Skillnet are funded by member companies and the Training Networks Programme, an initiative of Skillnets Ltd. funded from the National Training Fund through the Department of Education and Skills.

2 Vendor Management Skillnets Overview Skillnets is a state funded, enterprise-led support body dedicated to the promotion and facilitation of training and upskilling as key elements in sustaining Ireland s national competitiveness. This Skillnet is the training network for those involved in the Contact Centre Industry in Ireland and it is funded by the Training Networks Programme (TNP), an initiative of Skillnets Ltd. funded through the Department of Education and Skills. It offers your company access to training under themes such as In House Training, Open Programmes, Development of Open Programmes and Certified Accredited Programmes and also offers access to specialist trainers within the sector who have been openly procured. The course is open to staff of private sector companies, and to Job Seekers, subject to compliance with eligibility criteria. Advantages of training through the network: Training is part Government funded More cost effective - have better buying power More relevant - obtain training that will suit members needs More flexible - training will be delivered at a time that suits members More accessible - training provided near or at company sites More informed - companies learn from each other More useful - training that is developed and directly aligned to the company needs and business strategies More beneficial - companies in the Network share ideas, receive new information, develop new relationships with peers and promote best practice in the industry. The funding works in a co-funding way with member companies. The average grant match is about 25% off the cost of training, depending on several things; the programme being funded, its cost, if it is certified or not, and if there are places to be made available to Job Seekers and the availability of funds. The fund has to be matched by member companies by contributing a proportion of the programme fees. Generally the training provided by the skillnet is aligned to the National Training Framework with a strong emphasis on certification and life-long learning. Vendor Management Programme (NFQ Level 6) By the end of the programme attendees will have furthered their knowledge, skills and competencies when it comes to understanding and implementing best practice outsourced vendor relationship management. It covers key considerations and pitfalls to avoid at all stages of the process, with an emphasis on building solid on-going relationships with our vendors. Developing a vendor management plan, identifying performance measurements, and understanding the impact of various contract types are key aspects of the course. Participants will analyse master service agreements and work through case studies profiling vendor management issues. Module Content Learning Method Vendor Categorisation 1. Contract Infrastructure and Vendor types 2. Ownership & management of Vendor types 3. Process alignment 4. Cultural differences & customisation requirements 1. Classroom lecture 2. Case study Vendor Management 1. Contract Objectives 2. Measurement of Objectives 3. Define appropriate elements of Vendor Management Plan 1. Classroom lecture 2. Case study

3 Vendor Management Module Content Learning Method Vendor Management con td 4. Designing progress report templates, e.g. to track SLA & KPI target 5. Managing the relationship matrix measurements for vendor performance that align with business/project needs 6. Business review & QBR Quarterly business 7. Details analysis of exceptions 8. Remedial plan & timelines on how to identify problems and how to rectify and by what time 9. Develop and implement appropriate escalation procedures for managing a customer 10. Customer Satisfaction Touchpoints monitoring & evaluation of vendor input and responsibility 1. Classroom lecture 2. Case study Vendor Risk Management 1. Assess the risks associated with a vendor and by contract type 2. Techniques for reducing contractor vendor risk 3. Develop & implement appropriate escalation procedures for managing a vendor once the contract has been awarded 4. Exit Strategies & Vendor Switching 5. Close out project with Vendor 6. Contract litigations 1. Classroom Lecture 2. Case study Vendor Relationship Management 1. Definition of RRO s roles, responsibilities & objectives of project team 2. Impact & influence 3. Knowledge Transfer & Communication Support Tools 4. Measurement & Management of Communication & Processes & frequency 5. Government funding to support the Vendor relationship 6. Vendor Management tips & checklist 1. Classroom Lecture 2. Case study Duration and Fees This course is delivered through live classroom-based assessments and tutorials, blended with E-learning over 3 days. There is an optional extra 2 days training in IT Vendor Management (details on next page). Dates and times on our website. Course Fees: 1,750 for 3 day course. 2,250 for 5 day course. If your company is eligible, 30% of the course will be funded through Skillnets. Please contact for further details.

4 Vendor Management Module Content Learning Method IT Vendor Management Software Maintenance Contracts 1. What is covered in Software Maintenance Contracts 2. Software Maintenance Contracts v Warranties 3. How to Manage Software Maintenance Contracts 4. Customer Priorities v Vendor Priorities 5. How to Coordinate, Administer, Analyse, Appraise, and the Strategy for Maintenance Contract 6. Maintenance Contact Pitfalls 1. Classroom lecture 2. Case study IT Vendor Management Software Contract Negotiations 1. Customer Risk/Vendor Risk 2. Customer Goals/Vendors Goals 3. Software Licensing 4. Managed Solution for Software Contracts 5. Pricing Models 6. Reasons for Software Development 7. IT Project Team Formation 8. Software Protection issues: Copyright/Patents/Trademarks 1. Classroom Lecture 2. Case study Please contact or telephone for further details.

5 APPLICATION FORM/HOW TO REGISTER You are required to return completed application form, closing date. Contact Skillnets below for information on closing dates. CCMA Ireland Skillnet, Outsourcing Skillnet, Languages and International Trade Services Skillnet Paramount Court Corrig Road Sandyford Industrial Estate Dublin 18 T: PLEASE NOTE THAT INCOMPLETE APPLICATIONS MAY RESULT IN DELAYS IN PROCESSING YOUR APPLICATION.

6 Vendor Management SALES AND CLIENT RELATIONSHIP MANAGEMENT - APPLICATION FORM COMPLETION OF ALL SECTIONS IS REQUIRED. PLEASE USE BLOCK CAPITALS. PERSONAL DETAILS Membership Number (if a current / previous member of the Institute of Bankers) Surname Name Before Marriage First Name Date of Birth (dd/mm/yyyy) County of Birth (If born outside Ireland, Country of birth) Mother s Maiden Name Title Mr Mrs Ms Mobile Phone Number* Address* * We will send you alerts when new correspondence is posted to your online Student Centre Nationality WORK DETAILS Employer Name Department Staff Number Address County Postcode Phone What is your current level of employment? (please select one box only) Full-time Part-time Short-time Seasonally employed Temporarily employed Unemployed

7 Certificate in Vendor Management Module Managing People Managing for Strategic Advantage Start Time TBC TBC Exam Venues Please select your venue from the choices below. Note that venues are available subject to demand. Athlone Cork Dublin Dundalk Galway Letterkenny Limerick Newbridge Waterford Signature Date

8 TRAINEE PROFILE TRAINEE PROFILE COMPLETION OF ALL SECTIONS IS REQUIRED. PLEASE USE BLOCK CAPITALS. COMPLETION OF ALL SECTIONS IS REQUIRED. PLEASE USE BLOCK CAPITALS. Enterprise, Trade and Innovation who fund Skillnets require this information and Skillnets are obliged to compile and report it. Enterprise, Only aggregated Trade and data Innovation for all participants who fund Skillnets will be reported require to this Skillnets information Ltd and and the Skillnets Department. are obliged No individual to compile data and will report be reported it. Only aggregated data for all participants will be reported to Skillnets Ltd and the Department. No individual data will be reported Skillnets' will comply with all applicable data protection legislation in respect of the information and personal data provided Skillnets' by you in will this comply form. You with have all applicable the right of data access protection to the legislation data by means in respect of a written of the request information and and you personal can request data CCMA provided Ireland by you in Skillnet this form. to correct You have any the inaccuracies right of access in the to data. the data by means of a written request and you can request CCMA Ireland Skillnet to correct any inaccuracies in the data. First Name: Surname: First Name: Surname: Age: Gender: Male Female Address: Age: Gender: Male Female Address: NFQ 1 NFQ 2 NFQ 1 NFQ 2 NFQ 3 NFQ 4 NFQ 5 NFQ 6 NFQ 7 NFQ 8 NFQ 9 NFQ 10 NFQ 3 NFQ 4 NFQ 5 NFQ 6 NFQ 7 NFQ 8 NFQ 9 NFQ 10 Other (please specify): Other (please specify): Diploma; Level 9 = MSc; Level 10 = Phd) Diploma; Level 9 = MSc; Level 10 = Phd) Number of non-skillnets courses attended in the last 3 years: Number of non-skillnets courses attended in the last 3 years: Number of Skillnets courses attended in the last 3 years: Number of Skillnets courses attended in the last 3 years: What is your occupation category? What is your occupation category? Owner Manager Managerial / Supervisor Professional Semi Skilled Owner Manager Managerial / Supervisor Professional Semi Skilled Technician / Technical Skilled Manual Non-Manual Technician / Technical Skilled Manual Non-Manual Company Name: Company Name: Job Title/Position in Company: Job Title/Position in Company: Month and year you joined your current company: Month and year you joined your current company: Work address of employee: Work address of employee: Phone number of Supervisor/Manager: Phone number of Supervisor/Manager: Employees Supervisor/Manager Name: Employees Supervisor/Manager Name: Work Address of Supervisor/Manager: Work Address of Supervisor/Manager: Address of Supervisor/Manager: Address of Supervisor/Manager: If you do not want to receive any further information regarding programmes managed or administered by Skillnets Limited, please If tick you this do box not want to receive any further information regarding programmes managed or administered by Skillnets Limited, please tick this box Signature: Date: Signature: Date: The CCMA Ireland Skillnet, the Languages & International Trade Services Skillnet and the Outsourcing Skillnet are funded by member companies and the Training Networks Programme, an initiative of Skillnets Ltd. funded from the National Training Fund through the Department of Education and Skills.