Course Code: CB-10
Goal: Transition from commissioning into long-term service excellence by effectively managing service contracts and lifecycle maintenance processes.

Session Overview

Duration: 1 Hour
Format: Instructor-led (via Microsoft Teams or in-person)
Level: Advanced (Ideal for service managers, operations managers, and contract managers)

Resources Provided:

• Service Contract Setup Guide
  
• Performance-Tied Service Contract Template
  
• CUBE Score Monitoring Sheet
  
• Client Notification Best Practices

Learning Objectives

By the end of this session, participants will be able to:

• Set up performance-tied service contracts that ensure ongoing system performance.
  
• Schedule and automate monthly reports and client notifications for service tracking.
• Implement strategies for maintaining high CUBE Scores year-round to ensure client satisfaction and system performance.

Session Agenda

CB10.1 Setting Up Performance-Tied Service Contracts

• Introduction to Performance-Tied Contracts:
  
• What are performance-tied service contracts and why are they critical for long-term service excellence?
  
• Key components of a performance-tied contract, including service level agreements (SLAs), uptime guarantees, and system performance metrics.
  
  
• Setting Up Contracts in CUBE Box:
  
• How to set up performance-tied service contracts within the CUBE Box platform.
• Configuring service parameters, including response times, performance benchmarks, and penalties or rewards tied to contract performance.

CB10.2 Scheduling Monthly Reports and Automated Client Notifications

• Automating Monthly Reports:
  
• How to configure CUBE Box to automatically generate and send monthly performance reports to clients.
  
• Ensuring that reports highlight key performance indicators (KPIs) and system status.
  
  
• Automated Client Notifications:
  
• How to set up automated client notifications for regular service updates, upcoming maintenance, or critical alerts.
• Ensuring clients are informed in real-time about system performance, issues, and resolutions.

CB10.3 Strategies for Maintaining High CUBE Scores Year-Round

• Understanding CUBE Scores:
  
• What is a CUBE Score and how it reflects the health of the system and the quality of service?
  
• How to interpret CUBE Score trends and identify areas for improvement.
  
  
• Maintaining High CUBE Scores:
  
• Best practices for proactively monitoring and improving CUBE Scores through regular maintenance, system tuning, and fault prevention strategies.
• How to incorporate CUBE Score tracking into daily operations and service workflows.

Hands-On Preview (Optional if time allows)

• Set up a performance-tied service contract within CUBE Box, specifying service levels and performance metrics.
  
• Automate the generation of monthly service reports and client notifications.
• Review a sample CUBE Score report and identify strategies to improve or maintain high scores.

Post-Session Action Items

• Review your current service contracts and ensure they are performance-tied with clear SLAs and penalties.
  
• Implement automated report generation and client notification workflows.
  
• Monitor CUBE Scores for ongoing service performance and adjust strategies for continuous improvement.

 Note: When scheduling, make sure to include this session code: CB-10.

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