Managing Expectations and Delivering Service Excellence with experienced practitioner Joe Caruso

A Director in Education & Consulting Services in The Cullen Group.
A former CIO in Contract Management.
An expert in providing Sourcing, SLA, and Contract Management Advices.
Trained over 5,000 professionals on Outsourcing, Strategic Contract Management & Governance.
Developer & Publisher of the outsourcingtoolset™

Testimonials:

“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 provided the needed understanding on SLA which through implementations will be beneficial to all.”
Mohamad Sham Mohd Nor – Senior Manager (Procurement), Tenaga Nasional Berhad

“Joe provided the ideal environment for learning and the made the subject easy to understand. Case studies, examples and tips are valuable.”
Abdul Rafiz Rasid-General Manager, Telekom Malaysia Berhad

“The trainer conveyed everything in an easy to understandable manner.”
Amir Hamzah – Head of Enterprise Services Management, Maxis Broadband Sdn Bhd

“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

“We learned the whole cycle of a SLA contract, in terms of how they are drafted and signed. This allows us to go back and apply what we’ve learned into our job. Joe knows his area very well and the way he facilitated the class was also very impressive."
Yong Siaw Wei – Senior Lead, Brunei LNG Sdn Bhd

“The main strength of this event is how Joe facilitated the whole course and allowed the participants to exchange experiences and knowledge especially as we come from different industries and backgrounds.”
Norjanah Abu Kassim – Head, Monitoring Tools & Software Management – Service Assurance, Celcom Axiata Berhad

“Excellent presentation format and skills. The main strength was exercises conducted during the course. Kexxel Group arranged the event well.”
Samantha Leong – Assistant Vice President, Commercialisation Specialist, PlaTCOM Ventures

Joe Caruso's Past Clients:

• Telekom Malaysia Berhad
• Pos Malaysia Berhad
• Tenaga Nasional Berhad
• Maxis Broadband Sdn Bhd
• DiGi Telecommunications Sdn Bhd
• Sarawak Shell Berhad
• Standard Chartered Malaysia
• Celcom Axiata Berhad
• Pertubuhan Keselamatan Sosial
• PlaTCOM Ventures
• Technip Geoproduction (M) Sdn Bhd
• Logica Malaysia Sdn Bhd
• VADS Berhad
• Agrobank
• Fujitsu
• NEC Corporation Malaysia
• Cuscapi Malaysia Sdn Bhd
• Sinarmas Agribusiness & Food
• Brunei LNG Sdn Bhd
• Ncell Ptd Ltd
• Philippine Airlines
• Singapore Post
• Fuji Xerox
• Mitsubitshi Corp

What you will learn from attending this event:

• Examine issues in Service Level Agreements (SLA)
• Plan and develop SLA strategically
• Effectively analyze the costs and benefits of SLAs
• Identify the key stakeholder in SLA
• Establish SLA governance framework to manage it effectively
• Design practical and effective SLA communication
• Learn about the best practices in outsourcing, contracts, and supplier evaluation

3 Day Program Agenda:

Overview of Day 1: Constructing your SLA, Planning and Writing the SLA

Learn about Setting the Context of your SLA

• Set the extent of your SLA agreement
• Determine the responsibility matrix in SLA
• Identify the stakeholders involved in SLA
• Examine SLA formats and options

Establish the Boundaries by Defining the Scope and Accountabilities of your SLA

• Define in-scope services in a commercial manner
• Recognize the critical success factors in each services
• Avoid common misinterpretations in SLA

Develop the Key Performance Indicators (KPI) to measure performance

• Apply the Balanced Scorecard to SLAs
• Learn about the 6 Steps for setting KPIs that matter
• Examine the KPI options available 

"Incentivise" the SLA to keep service providers motivated

• Learn about the financial and non-financial means of getting the right behaviour
• Explore different techniques to apply incentives at

Learn about Reporting - proven techniques in getting the right information

• Assess the different types of reports that are common in SLA
• Design your reporting needs for optimum results
• Analyze various reports that you need at different periods
• Ensure that reports can reflect the trends and analysis

Examine SLA Governance and Management

• Understand the activities required for successful SLA management
• Ensure that the right interparty relationships are mapped out
• Develop frequent meetings as different forms of interaction is important
• Establish frequent assessment ensures success

Overview of Day 2: Making your SLA Work in Commercial Operations

Learn about Service Contracts

• Explore key contract planning issues
• Examine the key clauses relating to SLA
• Determine how SLA operations can make contracts ineffective

Discover how pricing can affect SLA

• Analyse the pros and cons of various pricing models
• Recognize how pricing models impact the SLA

Understanding and optimising Outsourcing Lifecycle

• Plan your SLA Lifecycle
• Learn about the Architect Phase, Engagement Phase, & the Governance Phase

Identify what competencies your Lifecycle Team needs

• Examine the breadth of skills to manage the SLA through an outsourcing lifecycle

Plan for the end of the current SLA and for the beginning of the next SLA

• Understand the different ending ways in SLA
• Design the next "wave" of SLA options

Overview of Day 3: Mastering the Core Skills of Relationship Management, Communication, & Negotiation

Learn about Relationship Management in SLA

• Plan a successful relationship with different forms of relationships

Develop effective SLA Communication 

• Establish your communication goals
• Know who your communication target is
• Identify your target's stage of commitment

Secure successful SLAs through negotiation

• Determine how often you may renegotiate your SLA
• Identify negotiation styles and how they impact agreement
• Assess how you manage conflict

Apply the best SLA practices for your organisation

• Exercise the steps for best SLA development and management practices
• Attributes of best SLA practices

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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

For more details on the event, please download the event's brochure!
If you have more enquiries, do not hestitate to email us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Do you know that you can save up to 50% from in-house courses?
If you have a number of participants with similar training needs, you may wish the consider having an in-house course delivered to you locally on-site. This course can be customized to fit to your requirements.