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…
January 7, 2014
My fellow colleague Dwane Lay recently wrote a blog entry regarding Service Level Agreements (SLA’s) and how we both have slight different views on SLA’s in relation to Case Management. What does SLA actually mean? Firstly if we step back and ask ourselves “what do we actually mean by the term SLA?” I often hear people speak of an SLA as simply an amount of time a Service Provider has to respond or provide a resolution for a Customer issue; although these are components of an SLA, this is not a true definition of one. An SLA is much more than this! An SLA is an agreement between two parties, that describes the service provided, documents the Service Level Targets (what the service will be measured against, think KPI’s), and specifies the responsibilities of the Service Provider (HR in our…