Presentations
Managers may wish to use some of the slides from the following presentation to inform their teams about issues relating to the development of SLAs and in relation to considering service cost effectiveness. This presentation can be downloaded and amended by clicking on the link below..
Overview of Service Level Agreements
- What is a Service Level Agreement?
- Benefits of SLAs
- Why we are introducing SLAs
- What has been agreed by SHA
- Timeline for development of SLAs
- Developing SLAs – start with a plan
- Review your services
- Be prepared to negotiate
- Best Value, the 4 C's Challenge, Consult, Compare and Compete
- Challenge - why do we do things this way?
- Consult - who are the customers, what do they want, what do they think of us?
- Analyse your service performance against customer feedback
- Compare - Benchmark your service
- Making Benchmarking work - Select and Define Measurements (outcomes and impact), Check validity and comparability with other similar service providers, Understand the processes, sytems and structures that support the outcomes
- Compete
- The seven deadly sins of cost reduction - Salami slicing - shaving a set % from all budgets (advantages/disadvantages); Compromising on sensitive issues; Strategic drift under budgetary pressure; Not seeing things through; Losing sight of the outcome; Rewarding the wrong things
- Making it work - maanagement buy-in, ownership, performance measure and management, continous improvement, embedding the processes.