CONTENT: What is the construction of an SLA agreement? What are differences between SLA and KPI? How to properly build a service catalogue for outsourcing? – please read our second article of „Back to Basics in outsourcing” series.
The subject of the first part of our series concerned issues, which are commonly regarded as the essence of outsourcing, i.e. a description of the quality of services delivered by an outsourcer – SLA/KPI models. As my experiences revealed, despite the fact that almost each manager associates outsourcing with SLA and KPI terms, barely anyone can properly answer the question about the differences between SLA and KPI. What is more, there [...]
How is a SLA contract constructed? What differs SLA from KPI? How to properly construct a catalogue of outsourcing services? What penalties are worth incorporating in an outsourcing contract? With this article we start a cycle of educational publications by Piotr Rutkowski, Managing Partner of SourceOne Advisory.
Outsourcing already became a commonly used business tool, thank to which managers-optimize business processes of the enterprise. Does it mean we have an in-depth knowledge how to optimally and safely implement outsourcing in our own companies? On the side of the suppliers – certainly yes. On the side of buyers – not necessarily.
Talking from my professional [...]
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