Nasser Al Busaidi, Senior Technician - ORPC, United Arab EmiratesThe trainer was good and Kexxel Group did a very good job on the preparation. |
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™
“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
Overview of Day 1: Constructing your SLA, Planning and Writing the SLA
Learn about Setting the Context of your SLA
Establish the Boundaries by Defining the Scope and Accountabilities of your SLA
Develop the Key Performance Indicators (KPI) to measure performance
"Incentivise" the SLA to keep service providers motivated
Learn about Reporting - proven techniques in getting the right information
Examine SLA Governance and Management
Overview of Day 2: Making your SLA Work in Commercial Operations
Learn about Service Contracts
Discover how pricing can affect SLA
Understanding and optimising Outsourcing Lifecycle
Identify what competencies your Lifecycle Team needs
Plan for the end of the current SLA and for the beginning of the next SLA
Overview of Day 3: Mastering the Core Skills of Relationship Management, Communication, & Negotiation
Learn about Relationship Management in SLA
Develop effective SLA Communication
Secure successful SLAs through negotiation
Apply the best SLA practices for your organisation
*******For more details, kindly download the brochure*******
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For more details on the event, please download the event's brochure!
If you have more enquiries, do not hestitate to email us at
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.
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.