17
Mar

SLA

Escrito el 17 marzo 2009 por José Luis Fernández en Lean Services

Since a service is a process, Service Level Agreements in service-provider environments/networks provide a base for relation between different companies, functional areas or business and consumers.
SLAs rely on a set of KPIs (Key Perfomance Indicators) and a set of communication protocols. Nevertheless many processes are bidirectional, that is, service-provider pattern works in two ways then we find the OLA (Operating Level Agreement).
Current service networks are built from many independent subsystems or companies linked by these protocols.
I am interested in understanding the nature and potential of these links and how they are evolving as well as to answer some questions as:
Do we know to apply them in any sector/area?
Is the KPIs architecture design critical?
Is SLA/OLA enough for a healthy relationship?
How to evolve service indicators when conditions change?
Few and clear conditions or many & complex?
Are there tricky SLAs?
Asymmetric vs symmetric environments?
How current crisis affects SLAs? We have seen that some consumer retailers are squeezing suppliers; will it be a successful strategy in any case?
How to articulate SLA in Business to Consumer environments?
Do SLAs limit the continuous improvement?

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