Kexxel Group

EVENT DETAILS

DATE       WHERE              EVENT FORMAT
10th, 11th, 12th and 13th January 2022
Online Event
Virtual training (Virtual Instructor Led Training)
Early Bird
Register before 00:00:00
Special Price
Register before 2021-10-21 00:00:00
Normal Rate
Register before 2021-10-21 00:00:00
RM 1195 RM 2095 RM 2195

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Beverly Honig

Winner of Stevie Award’s Global Startup of the Year for two years in a row, Australia’s businesswoman Hall of Famer, Beverly Honig is set to take your Service-Level Agreement to a new level. With more than 25 years of experience and delivered more than 200,000training courses globally under her belt, Beverly is here to help you on how to improve your relationship with your customers by guiding you in crafting a well-curated SLA for your company!

AS FEATURED ON

AGENDA

  • Module 1: Strategic Element of an SLA -things to know before you begin

    o Understanding the relationship of an SLA to the contract and other governing
    o Key objectives of SLAs – What SLAs need to accomplish to be successful
    o Establishing advantages and disadvantages of SLAs – ensure it is the right tool for you
    o Planning and ensuring your successful SLA – get the right strategy and approach

  • Module 2: Setting the context to understand benefits and objectives

    o Determining what is in and out of the scope of your SLA – set the extent of your agreement
    o Distinguishing who is responsible for what – establishing the responsibility matrix
    o Identifying the stakeholders to understand their benefits and objectives

  • Module 3: Scope detailed definitions

    o Defining the services in an independent and commercial manner
    o Identifying the objectives of each service – highlight what’s really important

  • Module 3: Avoiding misunderstanding – the glossary

    o Ensuring all parties have the same understanding
    o Avoiding common misinterpretations – you know what you mean, but will the other party? o Reserved words and defined terms

  • Module 1: Developing the Key Performance Indicators (KPIs)

    o Get a holistic report card by applying the Balanced Scorecard to SLAs
    o 6 Steps for setting KPIs that matter – techniques and issues
    o KPI options – during/after normal hours, geographic or business unit distinction

  • MODULE 2: Incentivizing the SLA to keep your service providers motivated

    o Financial and non-financial means of getting the right behavior
    o Using positive and negative incentives
    o Exploring techniques to apply incentives
    o Getting the most out of incentives
    o Investigating KPI stratifications – different KPIs for different situations

  • Module 3: Reporting – Proven techniques in getting the right information

    o Assessing the different types of reports
    o Exploring the various reports desired at different periods
    o Ensuring reports reflect the trends and analysis – keep the SLA informing to the business

  • Module 1: SLA Governance and Management

    o The Governance Charter Schedule
    o Interparty roles and accountabilities
    o SLA Audits and reviews
    o Meetings – frequent forms of different interaction is critical

  • Module 2: Issues, Variations and Disputes

    o Issue, variation and dispute management – staged approach to resolution
    o Staying out of disputes
    o Good recordkeeping

  • Module 3: Planning and Rollout

    o Reviewing concepts and techniques for SLA rollout
    o Rolling out your SLA to the business

  • Module 4: Pricing

    o Pros & Cons of various pricing models
    o Iron Triangle
    o Pricing model impact on your SLAs

  • Module 1: Understanding the sourcing lifecycle

    o An overview of the eight building blocks of a successful sourcing program
    o Planning your SLA lifecycle and skills

  • Module 2: Relationship Management

    o The modern organization is changing
    o Forming relationships and power bases
    o Bargaining power
    o Good relationship practices
    o Planning a successful relationship

  • Module 3: Communicate or let the SLA die

    o Setting your communication goals – informing, gaining commitment or action
    o Targeting who you need to communication and why
    o Profiling your targets – determining the right approach
    o Ensuring your communication will be effective – identifying your targets’ stage of commitment
    o Kicking off a communication plan for your SLA

  • Module 4: Negotiating SLAs

    o Assessing how to manage conflict
    o Being able to identify negotiation styles and how they impact reaching agreements
    o Putting into practice – negotiating KPI penalties and rewards
    o Negotiation tactics, tips and strategies
    o Preparing a negotiation plan

TESTIMONIALS

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CLIENTS

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EARLY BIRD
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NORMAL RATE
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End: 2021-12-31 12:00 AM

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