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Developing KPI's to Measure and Drive SLA Performance


Developing KPI's to Measure and Drive SLA Performance
Developing KPI's to Measure and Drive SLA Performance
22 September 2020
Virtual Instructor-Led Training (VILT) -
In House Training , Management , Logistics Procurement and Supply Chain , Legal , Information Technology , Customer Service , Corporate Training


Virtual Instructor-Led Training - Service Level Agreement Series: Developing KPI's to Measure and Drive SLA Performance

Facilitated by International SLA Guru

Joe Caruso
Master of the Art of Service Delivery 


A recent study by Accenture Interactives shows that 80% of B2B buyers have switched suppliers in a 24 month period. This continuous suffering of key business relationships can be traced back to the deliberate misinterpretation of service contracts. To address this, Kexxel Group is inviting Joe Caruso to come LIVE for a session of Service Level Agreements.

For over 15 years, Joe has provided expert sourcing, SLA and contract management advice to over 110 organisations in over 130 projects covering 70 business functions with contracts worth up to $1.5 billion per annum throughout Australia, New Zealand, Middle East and Asia Pacific.

Being an experienced practitioner and former CIO in Contract Management and Service Agreements, Joe Caruso gives those training with him a deep understanding and bird's eye view of contracts. This comes with his past involvement in both “buy side” and “sell side” of projects allowing him to reach outcomes that are mutually beneficial to both parties, thereby ensuring successful and sustainable relationships.

Besides that, he also creates online learning content for University courses for Melbourne UniversityLondon School of Economics, and University of Missouri - St. Louis.



“Joe provided me a very structured framework for creating an SLA from scratch to negotiating with others. I learnt that it is more than just copy-pasting from Google and inserting KPIs. There are a lot of fundamental elements to be considered when dealing with SLA before engaging with stakeholders. The course is an eye-opener for me as I got to listen to Joe share about best practices in his career which I can relate to my own field of work. Now I know how to react to a situation when it arises as Joe has showed me the way”
William Tan, Head of Regional IT Service Management, CIMB Bank

“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

“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

“The training is superb. We learned a great deal of new ideas which can be implemented in our organizations.”
Mahani Masni Mubarak – Manager, Tenaga Nasional Berhad

“Joe provided the needed understanding on SLA which through implementations will be beneficial to all. I learned how to develop SLA’s; what content to have in an SLA and also the important points that should be taken into consideration when drafting an SLA. We can definitely apply what we learn from the course to our current job.”
Mohamad Sham, Senior Manager - Procurement, Tenaga Nasional Berhad

“Joe showed us that everything can be done in a systematic manner. It helps us better manage our time and deliver SLAs to our stakeholders within the stipulated time. I would recommend the course to others as Joe is very experienced. He provided useful tips and managed to answer any question thrown at him with ease.”
Ayman Tantawy, Senior Service Manager, Brunei Shell Petroleum


Other Past Clients

  • CIMB
  • Telekom Malaysia
  • Celcom Axiata
  • Sarawak Shell
  • Tenaga Nasional Berhad
  • Department of Foreign Affairs & Trade
  • Pos Malaysia
  • DiGi Telecommunications
  • VADS Berhad
  • Maxis Broadband
  • Malaysia Venture Capital
  • Abu Dhabi Islamic Bank
  • Philippine Airlines
  • Schlumberger
  • Deloitte
  • Standard Chartered
  • Emirates NBD
  • Gulf International Bank
  • Brunei Shell Petroleum
  • Saudi Arabian Airlines
  • Agrobank
  • Fujitsu
  • Mannai Trading Co.
  • Ncell
  • Singapore Post
  • Fuji Xerox
  • Mitsubitshi Corp 


Why Choose Kexxel’s VILT Courses

NOT a Webinar!
Join our live, virtual courses enriched with a diverse range of interactive activities, such as action plans, group discussions, breakout sessions, exercises, case studies, and more.

Course Materials
An advantageous combination of presentation slides and downloadable workbooks are provided to participants prior to classes for a more holistic learning experience.

Pre-Course Questionnaires
Our instructors will understand the specific needs and requirements of each individual participant, by allowing attendees to review and highlight topics of importance prior to the course.

Private, In-house Sessions
Upon request for organizations seeking a more customised learning for their employees.

Post-event Follow up
Learning doesn’t stop at the close of the window screen! We'll do a post event follow up on a quarterly basis. This is an exclusive, invitation-only access for participants that have attended courses under an instructor in that quarter.


Course Outline

Service activities require an expected or above expected level of performance to generate a good return on investment (ROI). We must define service outcomes that meet the needs of all key stakeholders and align our SLA outcomes accordingly. By using an approach to drive the right behaviors and performance, we can ensure that contracts will provide service in a manner that not only meets but exceeds the expectations of the whole business and its customers.

What you will learn:

  • Using a Balanced Scorecard and effective key performance indicators (KPIs)
  • Balancing penalties and rewards to get the behaviour you want
  • Detailing your reporting requirements
  • Overcoming challenges in defining the quality of service
  • Determining the appropriate key performance measurement parameters
  • Establishing incentives to ensure that contractors continuously meet and exceed expectations

Session 1: Developing the Key Performance Indicators (KPIs)

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

Session 2: Incentivising the SLA to keep your service providers motivated

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

Session 3: Reporting – proven techniques in getting the right information

  • Assessing the different types of reports
  • Exploring the various reports desired at different periods
  • Ensuring reports reflect the trends and analysis - keep the SLA informing to the business
Case Studies & Exercises: Performance schemes, Develop KPIs, KPI Performance schemes, Reporting scheme


Virtual Instructor-Led Training (VILT)