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Service Level Agreement Masterclass @ Indonesia


Service Level Agreement Masterclass @ Indonesia
Service Level Agreement Masterclass @ Indonesia
01 August 2016 - 03 August 2016
5 Star Hotel - To Be Announced (Indonesia) - Jakarta
Logistics Procurement and Supply Chain , Legal , Information Technology , Customer Service


Joe Caruso - Experienced Practitioner, Expert in Sourcing, Service Level Agreements and Contract Management

Director of The Cullen Group

Joe Caruso
SLA Management Expert

WIth vast experience in providing expert advice in sourcing, SLAs, and contract management, Joe Caruso is a seasoned practitioner in Contract Management and Service Agreements. He was involved in providing expert consultations to over 110 organizations across Asia Pacific in over 130 projects with contract values up to $ 1.5 billion per annum.

Caruso has the background in representing both customers and vendors which enables him to have perspectives and understanding from both ends in the development of projects and contracts. This has given him the consistent ability in reaching outcomes that are mutually beneficial to both parties, thus ensuring success and sustainable relationships.

Some of Caruso's Clients include:


“The trainer was excellent in delivery, language, understanding of the subject matter and industry relevant explanations. With adequate training material from multiple sources, he definitely approached this course positively. The main strengths of this event was Joe teaching us how to create, manage and negotiate brilliant SLAs while maintaining the contracting life cycle.”
Ubaid Mustafa Qadiri – Head of Operations, Infrastructure & Applications, Celcom Axiata Berhad

“Joe is very interesting and delivered a very interactive masterclass. The main strength of the event was the constant interaction between the speaker and participants. Materials provided were also very helpful. Kexxel Group’s organization of this event is very good and the facilities at the hotel are great. Overall an excellent choice.”
Sylvian Champonet – Service Delivery Manager, Technip Geoproduction, APAC

“The trainer had depth of knowledge and provided adequate examples to facilitate understanding. The business requirement and benefits is the main strength of the event. This is my second course with Kexxel Group and the courses are very specific and informative.”
Rajesh Bangera – Supply Chain Manager, Service Delivery, Emirates Airlines

“The training had a good pace and a nice flow to it. Kexxel Group were very easy to deal with during the organization.”
Margarita Franco – Administrative Assistant, Catering Operations, Philippine Airlines

“I really like Joe’s way of training and his knowledge is excellent. In addition, I like when he gives examples from real life scenarios. The main strength of this event has to be the instructor and as for Kexxel Group, they have organized this event nicely.”
Ibrahim Nafea Alharbi – Maintenance Reliability & Control Specialist, Saudi Arabian Airlines


Program Agenda

Day 1

Section 1: Setting the context of your SLA
Section 2: Setting the boundaries by defining the scope and accountabilities of your SLA?
Section 3: Developing the Key Performance Indicators (KPIs) to measure performance.
Section 4: "Incentivising" the SLA to keep your service provider motivated
Section 5: Reporting - proven techniques in getting the right information

Day 2

Section 7: Service Contracts - drive a watertight Contract
Section 8: Pricing - how it affects your SLA
Section 9: Understanding and optimising Outsourcing Lifecycle - 8 building blocks of a successful outsourcing program
Section 10: Lifecycle Skills - know what competencies your SLA lifecycle team needs
Section 11: Planning the Next Generation - the end of current SLA and beginning of the next

Day 3

Section 12: Relationship Management
Section 13: Communicate or let SLA dies
Section 14: Securing successful SLAs through negotiation
Section 15: Applying best practice for your organization

Who Should Attend

*******For more details, kindly download the brochure*******
Email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Save up to 50% from in-house courses!

You may wish to consider having an in-house course delivered locally on-site if you have a number of participants with similar training needs. This course can be customised to fit specific requirements. For more information about IHT kindly send your enquiries to This e-mail address is being protected from spambots. You need JavaScript enabled to view it



5 Star Hotel - To Be Announced (Indonesia)
Country: id