Implementing a Service Level Agreement (SLA) Process
Chris is Keynote Speaker at ComplianceKey. She held senior finance and controller positions at Digital Equipment Corporation, Compaq, and Hewlett Packard which allowed her to develop and implement standards of internal control and leading practices for all aspects of financial operations. She was recruited to lead WorldCom (MCI) in the implementation of internal controls, policies, and corporate governance processes. She fine tuned her consulting experience in the Procure to Pay (P2P) area at APEX Analytix and BSI Healthcare. In 2012, Chris joined her husband David at Doxey, Inc. Now as presi........
Overview
The Service Level Agreement (SLA) process and Supplier Management Process (SMP) work together to ensure excellent quality is delivered to the business community. Establishing effective Service Level Management (SLM) requires SLAs to be well-defined, clear, concise, objective and measurable. A service-level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the actual service provider. An SLA should contain specific operating norms, which describe how the process is governed, managing, and controlled. An SLA should also include a set of operating metrics that are reported on a monthly basis. We'll focus on the reporting process and how to develop meaning metrics for the SLA process.
Implement the 15 Key Actions Needed to Enhance or Develop a Leading Practice SLA Process.
- Learn how top companies manage their suppliers by integrating the SLA process into a Supplier Management Process (SMP).
- Discuss how to take action with the Service Level Reporting (SLR) Process
Why should you attend this webinar?
- The instructor will provide key examples and applications of SLAs and will explain the usage of SLAs to a specific business situation.
- The instructor will provide "real-life" case studies that provide examples of situations where there have been catastrophic business failures because no SLAs were in place.
- The instructor will use checklists and tools to ensure that the webinar attendees understand the application of the content.
- The content presented is timely and practical and has been used in an actual business environment with several large Fortune 100 companies.
Areas Covered in the Session:
- Definition of the SLA Process
- When should I use an SLA Process?
- Establishing Valuable and Meaningful SLAs
- Examples of SLAs
- 15 Key Actions Needed to Enhance or Develop a Leading Practice SLA Process
- The Bigger Picture: Implementing a Supplier Management Process (SMP) Process
- Taking Action: Establishing the Service Level Reporting (SLR) Process
- Questions and Discussion
Who can Benefit:
- Controllers
- Purchase of Pay (P2P) Professionals
- Account Payable Professionals
- Shared Service Centre Executives
- Business Process Outsourcing (BPO) Professionals
- Risk Officers
- Internal Auditors
