Mais conteúdo relacionado Service Level Agreement Overview1. SGHA-SLA & Effective Negotiation
Behaviors Workshop
Preview lesson: Service Level Agreements
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IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
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2. Service Level Drivers
What is required
Expectations
Cost
Compromise and negotiation
Reality versus perception
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
3. Service Level Agreements
Both parties have to agree on
What to measure, making clear why
it should be measured (is it really
important?)
How to measure it (units,
periodicity, limits)
How to use the results of the
measurements
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
4. SLA expectations in the past
Doing business was more simple; there was little
necessity to set up service level agreements
One airline per country
One handler per airport
Fewer aircraft types
Higher profit margins
Subsidized service
Similar service expectations
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
5. SLA expectations today
Greater need to define service levels and monitor
performance
Market liberalization means more airlines
Product differentiation (low-cost, charter, regional)
Alliances
More competition for ground handling providers
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
6. Cost
Goal is to keep the level of
service offered within Airline
High
expectations (on the red line)
Level of service
Below the line = failure,
inconvenience, negative business
image, higher risk, loss of revenue
Low
Above the line = higher cost,
Airline expectations waste of resources (a nice result;
however, customers are rarely
Low High
willing to pay higher price)
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
7. Setting SLA targets
Set high targets on safety-related
items (it is possible to achieve
100%)
Aim for continuous improvement
Maintain realistic expectations
during negotiations – no one is
perfect!
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
8. Setting SLA targets
Set SMART targets to avoid
ambiguity
Specific
Measurable
Agreed
Realistic
Time-related
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
9. Compromise and negotiation
Selling and buying: getting what you need for the
best price
Negotiation: trading and swapping concessions to
reach a mutually acceptable deal
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
10. … and remember
When negotiating the SGHA and
SLA, don’t compromise safety.
Don’t agree on targets that force
staff to work under extreme time
pressure.
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11. Find out more about this course at:
www.iata.org/training-sgha-sla
For other Ground Operation courses, visit:
www.iata.org/training-groundops
IATA Copyright © 2012
IATA Copyright © 2012 SGHA-SLA & Effective Negotiation Behaviors
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