

# Event Details

- **Event Name**: Developing KPI's to Measure and Drive SLA Performance
- **Event Start and End Date**: Tue, 22 Sep, 2020 at 09:00 am – Tue, 22 Sep, 2020 at 01:00 pm
- **Event Description**: Join Joe Caruso at his Developing KPI’s to Measure and Drive SLA Performance event this September 2020!About this EventFor 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 University, London School of Economics, and University of Missouri - St. Louis.Joe’s private sector clients includes those in the banking, petroleum and telecommunications while his public sector clients cover numerous federal, state, and local government departments and agencies.Testimonials“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 PetroleumWhy Choose Kexxel's VILT CoursesNOT 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 MaterialsAn advantageous combination of presentation slides and downloadable workbooks are provided to participants prior to classes for a more holistic learning experience.Pre-Course QuestionnairesOur 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 SessionsUpon request for organizations seeking a more customised learning for their employees.Post-event Follow upLearning 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.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 wantDetailing your reporting requirementsOvercoming challenges in defining the quality of serviceDetermining the appropriate key performance measurement parametersEstablishing incentives to ensure that contractors continuously meet and exceed expectationsSession 1: Developing the Key Performance Indicators (KPIs)Get a holistic report card by applying the Balanced Scorecard to SLAs6 Steps for setting KPIs that matter - techniques and issuesKPI options – during/after normal hours, geographic or business unit distinctions, weightingSession 2: Incentivising the SLA to keep your service providers motivatedFinancial and non-financial means of getting the right behaviourUsing positive and negative incentivesExploring techniques to apply incentivesGetting the most out of incentivesInvestigating KPI stratifications – different KPIs for different situationsSession 3: Reporting – proven techniques in getting the right informationAssessing the different types of reportsExploring the various reports desired at different periodsEnsuring reports reflect the trends and analysis - keep the SLA informing to the businessCase Studies &amp; Exercises: Performance schemes, Develop KPIs, KPI Performance schemes, Reporting scheme*******For more details, kindly download the brochure*******OrEmail us at   enquiry@kexxel.comWhatsApp us at +6011 1633 1600Visit us at our website at www.kexxel.com
- **Event URL**: https://allevents.in/online/developing-kpis-to-measure-and-drive-sla-performance/10000112788449288
- **Event Categories**: workshops, virtual, webinar, parties, entertainment
- **Interested Audience**: 
  - total_interested_count: 0

## Ticket Details

- **Ticket URL**: https://consumer.pxf.io/c/1339408/3151484/39691?partnerpropertyid=1191892&MediaPartnerPropertyId=1191892&svlink=14105511&level=1&u=https%3A%2F%2Fwww.eventbrite.com%2Fe%2Fdeveloping-kpis-to-measure-and-drive-sla-performance-tickets-112788449288
- **Ticket Price Range**: min: 1995, max: 2195, currency: MYR

## Event venue details

- **city**: Online
- **state**: 0
- **country**: 0
- **location**: Online
- **lat**: 0
- **long**: 0
- **full address**: Online

## Event Organizer details

- **affiliate_id**: 10
- **organizer**: Kexxel Group - International Events Organizer (https://allevents.in/org/kexxel-group-international-events-organizer/17279936)

## Event gallery

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## FAQs

- **Q**: When is the event happening?
  - **A:** Tue, 22 Sep, 2020 at 09:00 am
- **Q**: Where is the event happening?
  - **A:** Online
- **Q**: Is this an online event?
  - **A:** Yes, this is an online event.
- **Q**: What is the ticket price?
  - **A:** starting from 1995 up to 2195 MYR
- **Q**: Who is organizing the event?
  - **A:** Kexxel Group - International Events Organizer
- **Q**: What type of event is this?
  - **A:** workshops, virtual, webinar, parties, entertainment
- **Q**: Where can I find ticket details about Developing KPI's to Measure and Drive SLA Performance ?
  - **A:** You can find ticket details about this event on AllEvents.