Executive Certificate in Quality Governance, SLA & After-Sales Contract Management

Quality governance establishes the contractual and operational standards that suppliers and service providers must meet throughout the life of a commercial relationship. Service Level Agreements (SLAs) translate service expectations into measurable performance standards, response times, availability requirements, and remedies. After-sales obligations are equally important because customers may require maintenance, repairs, replacements, technical support, warranties, or upgrades after delivery. Well-drafted contracts should establish objective quality metrics and clear consequences for service failures or defective products. This subject provides practical knowledge of quality governance, SLA structuring, warranty management, and after-sales contractual administration.  

Agreements:
Quality Assurance Agreement
Service Level (SLA)
AMC (Annual Maintenance Contract)

• Quality standards, inspection procedures, acceptance criteria, and compliance controls.
•  SLA structures, KPIs, service credits, response times, and performance measurement. 
•  Warranty, maintenance, repair, replacement, and technical-support obligations. 
•  Escalation procedures, service failures, corrective actions, and contractual remedies. 
•  Contract monitoring, performance reviews, renewal, termination, and after-sales governance.