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Service Level Agreement Business Process

Written By: Chris - Oct• 07•21

For accounting functions, timely and accurate book closing is essential for the preparation of accounts and reports that lead to informed business decisions. There are several steps that a BPO provider must perform to achieve its narrow metrics. Instead of selecting one or two to highlight them, cover them all with an SLA mandate, in order to pass the accounts within a set time frame, to ensure that each step is completed in a timely manner and accurately on the way. The best BPO providers evaluate their team`s performance using agreed PPCs, which are monitored and reported weekly to ensure the quality of work during the month. These metrics are monitored and reported in addition to the agreed service level agreement metrics. The figures are communicated to the company via a real-time dashboard and/or a monthly check. Most service providers have standard SLAs – sometimes several that reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be reviewed and amended by the client and the lawyer, as they are generally inclined to the benefit of the supplier. Information technology outsourcing agreements, in which the remuneration of service providers is linked to the results achieved, have gained popularity due to the development of pricing models based on time and equipment or full-time staff. Business Outcomes: IT customers increasingly want to integrate business process metrics into their SLAs. Using existing KPIs is usually the best approach as long as the supplier`s contribution to these PPAs can be calculated.

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