Your experience on this site will be improved by allowing cookies
Measure and track expectations
Service Level Agreement
Agree on the rules
Internal and external customers
Introduction to Service Level Agreements (SLAs):
Definition and purpose of SLAs.
Why SLAs are crucial for service providers and customers.
Types of SLAs:
Differentiating between internal SLAs, external SLAs, and customer SLAs.
Service-based vs. customer-based SLAs.
Components of an SLA:
Key elements, including service description, metrics, targets, responsibilities, and penalties.
SLA structure and format.
Benefits of SLAs:
Understanding the advantages of using SLAs for both service providers and customers.
How SLAs contribute to customer satisfaction.
Creating an SLA:
Step-by-step process for developing an SLA.
Defining measurable service levels and metrics.
Setting realistic and achievable targets.
Best practices for negotiating SLAs with customers or service providers.
Balancing customer expectations with operational capabilities.
Monitoring and Reporting:
Establishing mechanisms for continuous monitoring of SLA performance.
Tools and software for tracking SLA metrics.
Creating regular SLA reports.
SLA Management and Governance:
Roles and responsibilities in SLA management.
Ensuring compliance and accountability.
Riaan is a dynamic leader, coach, facilitator, Lean Six Sigma Master Black Belt with over 20 years of hands-on experience driving business results. Riaan is highly skilled and has worked across diverse industries internationally. With a degree in Chemical Engineering, Riaan started in the major breweries and bakeries in South Africa and was so dedicated to his work that he was often known to take his work home with him.