Service Level Agreement Based on Balanced Scorecard and KPIs
Making sure that service level agreements are followed in the maximum accurate manner asks for getting a quantitative approach into place. This can be in the form of BSC (Balanced Scorecard) that is an apt way to collect the indicators for future consultations.
The categories under which these metrics can be framed are 'structure', 'usage', 'quality' and 'delivery'. To start with, the parameters for 'structure perspective' are 'transparency level', 'aspects covered', fully documented SLAs' and 'SLAs with an assigned manager'.
Moving on, 'usage perspective' can be obtained with 'accountability index', 'functional aptness', 'customer satisfaction' and 'improvement level attained'. Further, quality can be had by looking at values assigned to 'unmatched agreements proportion', 're-negotiation ratio', 'modification level' and 'fraction of on-time SLA reviews'.
Lastly, 'delivery perspective' can be measured by using indicators such as 'cost: benefits ratio', 'poor delivery proportion', 'pre-set standards meeting index', 'backlog size' and 'drop in breaches instances'.
Why do business professionals choose ready-to-use KPIs?
Read Why do business professionals choose ready-to-use KPIs? to find out the answers to these questions:
- Can a business professional research KPIs on his own?
- How do I avoid typical problems with KPIs?
- Is ready-to-use KPI applicable in my niche?
- Is KPIs' price affordable?
- Can KPIs can be easily integrated in any business environment?
- How can KPIs make the difference to the business?
What are the benefits of Service Level Agreement metric:
- Transparency level and aspects occupied are very popular measures in this offering.
- Improvement level and customer satisfaction are in the focus of SLA Balanced Scorecard.
- It's also recommended to measure number of SLAs with an assigned manager and ratio of fully documented SLAs.
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More useful information for Business management Evaluation
Service Level Agreement Evaluation Balanced Scoreboard Screenshots
Metrics for Business management Evaluation
This is the actual scorecard with Service Level Agreement Measures and performance indicators.
The performance indicators include: structure perspective, transparency level, aspects covered, slas with an assigned manager, usage perspective, accountability index, functional aptness, customer satisfaction, improvement level attained, quality perspective, unmatched agreements proportion, re-negotiation ratio, modification level, delivery perspective, cost: benefits ratio, poor delivery proportion, pre-set standards meeting index, backlog size.
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