Rudy Lim, Sales Training & Development Manager - Henkel Group, MalaysiaI am a professional trainer for my company, so some of the takeaways from this event have sharpened up my skills and have increased the leverage of my capacity as a trainer and coach as well. And of course to bring it forward to the very people that I am training. I would give this training a 100%! To those who have not attended, not only on the sales aspect, but managers, administrators and all; the total package of those involved in coaching: I think this is a very god program to take. Congratulations Kexxel Group! I think the trainer gave all his passion in wanting us to learn and he is articulate; his stories, directions and explanations create a very good understanding for the participants! |
Delivering Service Excellence and Cultivating Relationships with SLA Guru, 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 had depth of knowledge and provided adequate examples to facilitate understanding. The business requirement and benefits is the main strength of the event.”
Rajesh Bangera – Supply Chain Manager, Service Delivery, Emirates Airlines
“The trainer is well knowledgeable as the material used was easy to grasp and the exercises distributed the contents of the course.”
Saad M. Nujaim – General Manager, Cost Management – Airline Maintenance, Saudi Arabian Airlines
“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. Overall an excellent choice.”
Sylvian Champonet – Service Delivery Manager, Technip Geoproduction, APAC
“Joe was very energetic and well acquainted about the training contents. The training was well organized and structured. The main strength of the training was that there was a lot of interactive group exercises that made the whole training experience amazing."
Salha Al Jasmi – IT Manager, Daman
“Joe is very passionate about sharing his knowledge and experience with participants, He made the learning effective through holistic approach covering the entire process thoroughly.”
Asia Al Marzouqi - Manager For Planning and Customer, ENOC
“The duration of the course (3 days) is good and the workshops and location is one of the main strengths of this event.”
Abdullah Khallaf – Director of Training, King Abdullah Medical City
“Joe is a good trainer. The main strength of the event for me was the exercises, trainer and the information gained.”
Sari Al Kadi - Director, Logistics & Contracts, Ministry of National Guard Health Affairs
“The trainer is very knowledgeable and confident about the topic. He has a very easy way of giving the information. The structure of the topics is well designed, especially the practicing and group discussions and this is the main strength of the course.”
Amr Shebata – Snr Manager, Service Recovery, Etisalat
“Excellent trainer and material. The whole content is required but we also need real SLAs and checklists to be used as tools.”
Ali Hassan Ebrahim – IT & Service Desk Manager, Gulf International Bank
Overview of Day 1 - Constructing Your SLA – Planning and Writing the SLA
Introduction and Overview of Training
Strategic Elements of the SLA – things you need to know before you begin
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 providers motivated
Section 5: Reporting – proven techniques in getting the right information
Section 6: SLA Governance and Management
Recap and Case Study “What is wrong with this SLA?” – diagnose an ineffectual SLA
Overview of Day 2 - Making Your SLA Work in Commercial Operations
Section 7: Service Contracts - drive a watertight Contract
Overview of Day 3 - Mastering the Core Skills of Relationship Management, Communication & Negotiation
Applying best practice for your organisation
*******For more details, kindly download the brochure*******
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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 .