A service-level contract (SLA) can be an important part of consulting for businesses. It is often used to establish a relationship between the internal operations of a company and its clients. 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 end users and service providers by establishing targets, standards and consequences if they are not http://royston-consulting.com/outsourcing-consulting-services-by-board-room met. 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 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 must also specify the metrics that will measure the performance of the service provider.
Metrics that are easy to collect should be chosen to reflect factors that are under the reasonable control of the service provider. 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 a business determine if they are veering from their course, which is an issue that is common for small businesses.