January 3, 2014
Today's post is the first in a two (or more) part series. In working with HR Service Center leaders, we are often called upon to assist in building HR metrics dashboards, which very often include Service Level Agreements (SLAs). For anyone who isn't familiar with the concept, an SLA is essentially a promise to your employees or customers that the HR Help Desk will resolve their issue in a defined time frame. The HR Service Center team is then measured on their performance against this metric. The time allowed for that resolution may be defined as an overall number or, usually, a variable number based on a combination of data elements, such as case type, location, priority, employee position, method of submission or other organization-specific items. Kane Frisby, our Chief Strategy Officer, and I were discussing SLAs recently, and have…
SLA Rule Perspectives & HR Service Delivery – Part One
January 3, 2014
Today's post is the first in a two (or more) part series. In working with HR Service Center leaders, we are often called upon to assist in building HR metrics dashboards, which very often include Service Level Agreements (SLAs). For anyone who isn't familiar with the concept, an SLA is essentially a promise to your employees or customers that the HR Help Desk will resolve their issue in a defined time frame. The HR Service Center team is then measured on their performance against this metric. The time allowed for that resolution may be defined as an overall number or, usually, a variable number based on a combination of data elements, such as case type, location, priority, employee position, method of submission or other organization-specific items. Kane Frisby, our Chief Strategy Officer, and I were discussing SLAs recently, and have…