A service-level arrangement (SLA), an important part in business consulting, is often used as a link between a company’s operations and customers. It outlines the requirements for each party to reach their goals and provides an avenue for reporting on these goals as well http://royston-consulting.com/tips-on-choosing-an-outsourcing-consulting-service/ as any issues that arise.
SLAs protect end users and service providers by establishing targets, standards and consequences if they are not met. SLAs also allow businesses to create key performance metrics that can be used to identify areas that do not meet their strategic goals.
The SLA should include all services included in the contract, including details on turnaround time and any exclusions. The contract should include a list that specifies the metrics used to measure service provider performance.
Metrics should only reflect factors under the control of a service provider and be easily collected. They should be set at a reasonable baseline so that they can be improved over time.
A key performance indicator (KPI) is a metric used to measure how well a company is performing in relation to its primary goals. It can help a business determine if they are veering from their course, which is an issue that is common for small businesses.
