Business Consulting and SLA
A service-level agreement (SLA) is an important part of business consulting and is often used between a company’s internal operations and its customers. It provides the information that each party needs to achieve their goals.
SLAs are designed to protect both the service provider and the end user by establishing expectations, standards and consequences for either meeting or not exceeding them. They allow the creation of key indicators that can assist a business in identifying areas that aren’t on track to achieve its strategic goals.
The SLA will define all services that are covered in a particular contract, along with any exclusions and details on turnaround times. The contract must http://royston-consulting.com/outsourcing-consulting-services-by-board-room/ also specify the metrics that will measure the performance of the service provider.
Metrics should be selected to reflect only factors that are within the service provider’s reasonable control and be easy to collect. They should be set at a reasonable baseline so that they can be improved over time.
KPIs are metrics that measure how well an organization is performing with respect to its primary goals. It can help the business determine whether it is veering off course, which is a problem that is common with small businesses.