Interesting chat today with somebody about SLAs in Shared Services Organisations. Most Shared Services Organisations are actually keen to use service level agreements and to demonstrate the level of service they provide against the agreed Service KPIs. However, I sense that some Shared Services professionals feel that the number of KPIs in many Shared Services SLAs has become too large.
I am interested to know what people’s view is on this? We tend believe that SLA KPIs should be kept to a bare minimum – focussing really on KPIs which reflect the key services being provided – the more KPIs the more meaningless they tend to be. More importantly if you have too many Shared Service KPIs in your SLA it seems to me that you will spend too much time reporting and too little time delivering?
I would be very interested to hear from members of the advisory community on this – can you recommend an approach to clients to creating a small number of key KPIs? What approach should they take?
