Business Consulting and SLA
A service level agreement (SLA), which is an important aspect of business consulting, is used often between a firm’s internal operations as well as its customers. It defines what each party needs to reach its goals and provides a mechanism for reporting on those goals and any issues that arise.
SLAs protect the end-user and the service provider, by establishing standards and targets. They also establish consequences for not meeting these expectations. They also allow for key performance indicators to be created that can help an organization identify areas where it is not on track with its strategic objectives.
The SLA is a document that defines all the services that will be included in a given contract. It should also include information on turnaround times and exclusions. The contract should include a list that specifies the metrics used to measure service provider performance.
Metrics selected should reflect only factors within the http://royston-consulting.com service provider’s reasonable control, and be easy for them to collect. They should also be set to a reasonable baseline, so that they can be refined 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 the company determine if it is going off course, a problem common to small businesses.