SOPs, RACI & Service Level Agreements
Writes SOPs, assigns responsibilities with RACI and agrees service levels between teams.
At a glance
- 2 days
Who it's for
- Process owners and managers
- Quality and excellence staff
- Shared-services leaders
Learning objectives
- Write clear SOPs
- Define responsibilities with RACI
- Design measurable SLAs
- Monitor compliance
Detailed content
- SOP structure
- Flowcharts
- Review and approval
- Responsible and accountable
- Consulted and informed
- Common errors
- Service definitions
- Targets
- Penalties and incentives
- Dashboards
- Reviews
- Improvement
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Writing SOPs
- RACI matrices
- Designing SLAs
- Monitoring compliance
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Practice sessions with peer and trainer feedback
- Recorded presentation or role play with improvement plan
- Personal assessment (e.g. style, EQ or time log) and action plan
- Case study: governance or compliance failure and lessons
Tools and templates you keep
- Self-assessment questionnaires
- Personal action-plan template
- Checklists and job aids for daily use
- Risk-and-control matrix (RCM)
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- Kirkpatrick evaluation model (train-the-trainer)
- Goleman emotional-intelligence model
- COSO Internal Control – Integrated Framework (2013)
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is SOPs, RACI & Service Level Agreements?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
- Business Process Management & Process Mapping5 days
- Business Process Mapping2 days
- Business Process Optimization using Lean & BPR4 days
- Continuous Improvement & Performance Management5 days
- ERP Transformation Champion Program (Top Management)2 days
- ERP Transformation Enabler Program (Process Owners)5 days
- Process Excellence5 days
- Process Mining – Professional Course5 days
- Process Optimization5 days
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.