Odette Schweitzer, Business Unit Manager (Key Account Management) - Novartis, Singapore

Since I’m managing a Business Unit at Novartis, I need to be able to lead my people and help support them. I think I can use these techniques and the approaches here in this session to be a more effective coach and leader. I think it is truly worthwhile to attend such an event. I’ve attended many other coaching courses before which I feel were both too theoretical and not very applicable to my daily work. What makes this course different is that it really does show you what techniques, what approaches you can really use to become an effective coach, and then you can start using them right away. I have to say that I was really impressed with the course; the presentation is really engaging. I think it was really great that Kexxel Group brought us this opportunity. It was really well-organized, great location for the setting; very accessible!


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Service Level Agreements Masterclass @ Kuala Lumpur


Service Level Agreements Masterclass @ Kuala Lumpur
Service Level Agreements Masterclass @ Kuala Lumpur
25 August 2015 - 27 August 2015
5 Star Hotel - To Be Announced (Malaysia) - Kuala Lumpur
Logistics Procurement and Supply Chain , Information Technology , Customer Service


Andrew Hiles- Published Writer & International Speaker of SLA & BCM

Author & co-author of multiple books on SLA & BCM
Expert status in the Institute of Supply Chain Management and Executive Director of Kingswell International
Negotiating responsibility for purchasing and sales spanning of 30 years
His top-selling software package, “SLA Framework”, is used by leading international companies


What Will You Learn by The End of This Course

• Learn how SLAs can deliver Value for Money (V4$)
• Appreciate the benefits and constraints of SLAs
• Learn how SLAs can reduce the risk of supply chain failure and support
• Discover how to develop and implement a SLA project
• Know what to include in a SLA
• Understand how to create manageable and effective SLAs


Andrew was extremely knowledgeable about the topic, extremely pleasant and helpful. The main strength of the event is the content and the trainer’s expertise.”
Ziad Damergi – Managing Director-RPG, Ismail Abudawood Trading Co.

“Andrew is a very knowledgeable speaker. It was an excellent event.”
Sameer Al Baqshi, Systems Analyst, Saudi Aramco, KSA

“The speaker was very good with long term experience. It was very well organised.”
Ali Hamad Al-Asmi, Assistant Director Pay & Pensions, Ministry of Defence, Oman

“Very good speaker, very good information. I did learn a lot about SLAs. It was value for money.”
Mohamed Ahmed Al Lamki, SO2 Coms & Infosec, Ministry of Defense, Oman

“Andrew is the right speaker for the right subject because of his comprehensive experience in this field. It was professional, well organised, value for money and very useful.”
Awss Hareb Mohsen, Manager IT Department, Applied Computer Services Co., KSA

“The course was well structured and presented in a dynamic and open environment. Thank you for this well established course. I hope to join you in other events.”
Amjad Hijazi, Assistant Manager, Development & Service Quality – Domestic Banking Division, Riyad Bank, KSA

“Objectives met. Very Good. Content excellent.”
Ahmed Abdullah Ahmed Bin Lahej, Head of Technical Support & Follow-up Unit, Dubai Ports, Customs & Free Zone Corp. UAE

“An enjoyable course with sections relevant to some current objectives in our business.”
Steven Knowles, IT Manager, Adidas UK Ltd

“Excellent. Very useful for my work at the current stage of selecting a supplier”
Ahmed Alkooheji, IS Specialist, Batelco

“Excellent course…. Provided good detail across all the broad elements underpinning SLAs”
Keith Warland, Service Availability Leader, American Express

“Comprehensive course on SLAs – although IT focussed, many of the learnings / methodologies are applicable to other business disciplines. Anecdotes from business experience were very interesting”
Pauline Reeb, Service Availability Leader, Anerican Express

“Nothing needs improving…..a professional instructor”
Albert Lau, IBM

“Overall reaction was that the programme offered the right depth of information, varied approaches and real life situations. Speaker very knowledgeable in a practical way, excellent delivery. Very useful information and practical guidance”
Sonia Tello, Quality & BCM Analyst, One 2 One

“Good. I should have taken this course earlier.”
Don Morris, BC Manager, Alenia Marconi Systems

“Friendly, knowledgeable and open to get opinions from all attendees on all aspects of BCP”
Nicola Foster, BC Analyst, Bradford and Bingley

“Excellent. The programme was well structured and delivered professionally by the speaker with plenty of real-life examples. One of my main objectives was to gain more insight into the subject and how it can be applied to my work plan. The exercises in conjunction with lecture met my objectives.”
Amin Rahman, The Court Service

Program Agenda

Day 1

Introduction and Course Objectives
• Providing an overview of the workshop
• Exploring expectations from the workshop and issues about internal business services

Service Level Agreements (SLAs) for Internal Business Services
• Defining SLAs and services management for internal business services
• Defining service and the objectives of SLAs
• Proving service quality in support of quality models
• How SLAs can support the user, business and supplier
• The role of SLAs in relational management and partnerships
• SLAs as a tool for dependable service economy empowerment
• Benefits and limitations of external SLAs and internal SLAs
• Discussion: Relating

Service Level Agreements (SLAs) to shared services Service Level Agreements – Supporting Mission & Strategy Achievement
• Internal SLAs in the balanced scorecard
• Strategic internal SLAs serving business mission achievement :
Explaining and demystifying jargons: CSFs, KPIs, SLAs and TPIs & Operational-level agreement (OLA)
• SERVQUAL - A multiple-item scale for measuring consumer perceptions of service quality
• Reactive service or proactive service

Service Level Agreements (SLAs) Projects
• Politics of service
• Changing poor service to excellence
• Cost and benefit issues of SLAs project
• SLA project activities and phases
• Organising for service and selling SLAs
• Obstacles to success in SLAs projects and how to overcome them
• Shared services: Catalogue of services & Service products
• Exercise #1: You will identify the service products, boundaries and limits for an SLA then you will briefly present your findings in a discussion

Day 2

Key Measurements and Activity Based Service Level Agreements (SLAs)
• What, where and how to measure?
• Creating key performance and service level indicators
• Service availability
• Service reliability
• Service responsiveness
• Appropriate quality metrics
• Quality issues
• Exercise #2: You will identify key performance indicators, measurement parameters and methods and apply Service Levels and Service Measurement metrics to the SLA project you have developed in Exercise #1. You will present their findings and compare them with other attendees.

Case Studies
• Case examples of different service quality metrics for specific
support services:
Finance & Accounting
Facilities / Premises Management
Service Desks, Call Centres and Contact Centres
Legal Services
• You may put forward your own internal service, for which the trainer will help to provide performance metrics

Service Level Agreements for Information & Communications Technology
• How ICT can create meaningful quality metrics in support of the business, end-users and customers;

SLAs for computing services
SLAs to support desktops, laptop, tablets and smartphones
SLAs for telecommunications
SLAs for Cloud, mobile apps and web services
SLAs for development services
SLAs for contact centres, service desks, help desks and support
SLAs for maintenance
Business based SLAs for Call Centres & Contact Centres
Creating key performance and service level indicators

Creating Service Level Agreements (SLAs)
• Negotiating with customers and partners
• Usage Forecasts
• Infinite Capacity
• Managing Demand
• Realistic Limits to Service
• Monitoring Delivery
• Components of Service Level Management
• Dealing with new service introductions & related change management processes

Day 3

Format and Structure of The SLA
• SLA Models
• The one-page SLA
• Supplier or Customer Driven?
• Types of SLA
• The Role of the SLA in Invitations to Tender, Proposals and Contracts
• The Pilot SLA
• Exercise #1: You will identify constraints, limits and boundaries of service relevant to your services and develop policies to manage demand. Monitoring aspects will be covered.
• Discussion: Issues of reporting on SLA achievements
• Exercise #2: Delegates will develop a reporting format.

Costing services
• The impact of charging, charging options and issues
• Issues with Internal Charging
• Activity Based Costing
• Pricing Methods
• Cost Transfer - Corporate Tax Considerations

Intensive Case Study Exercise
• Building on the previous exercises, you will develop a structure and outline format for the Internal SLA document. You will discuss the formats and compare them to a model SLA for the same exercise. This will form the basis from which to develop the specific model SLA for Shared Services
• The results of the day’s exercises and discussions will be translated into action plans and timescales.
• SLA Surgery and Round Table - You may raise your own issues for discussion and advice

Service Level Agreements Tendering & Contracts – The Contractual Relationship
• How an effective SLA can improve the procurement process
• What is the difference between a contract and a SLA?
• When do you need a contract?
• The role of SLA in Outsourcing, Market Testing and Benchmarking

An Overview Of The Regional Practices On SLA
• Examining the similarities and differences of the Asian market with international markets
• Considering the business issues and cultural differences

Who Should Attend?

• CIOs / IT Managers
• Service Delivery / Shared Service / Common Services / Customer Service Managers
• Service Purchasing / Procurement Managers
• Managers in Finance, Procurement, Facilities & Premises, Legal Services, Human Resources, Logistics and other support services
• Vendor / Project Managers
• Technical Support / Customer Support Managers
• BPO Managers
• Banks’ Managers
• Outsourcing Managers
• Business Development Managers

Some of clients Andrew worked with:

-American Express
-Arab Insurance Group (Abu Dhabi)
-Emirates Bank
-Labuan Offshore Financial Service Authority (Malaysia)
-Lippo Bank (Indonesia)
-Philips Electronics
-British Gas
-Shell International Petroleum
-Hong Kong Government
-European Central Bank (Frankfurt)
-Sun Microsystems

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Save up to 50% from in-house course
You may wish to consider having an in-house course delivered locally on-site if you have the number of participants with similar training needs.this course can be customized 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


5 Star Hotel - To Be Announced (Malaysia)
Kuala Lumpur
Country: my