AWWA JAW62300 Journal AWWA - Ten Steps to a Winning SLA

Journal Article by American Water Works Association, 11/01/2005

Johnson, Tony

Full Description

Water utilities are increasingly outsourcing noncorebusiness functions as a way to boost efficiency andeconomy. Service level agreements (SLAs) with vendorsare a key component of successful outsourcing and,ultimately, enhanced customer care. However, creatingand implementing a comprehensive and cohesive SLAare complicated processes, especially for utilities withlittle or no experience in outsourcing critical functions.This article offers ten strategies for developing andexecuting SLAs that will help utilities meet their objectives.Key performance indicators, expectations, andthe process for measuring results should be clearly butnot overly defined. In addition, a good SLA builds inincentives, regular reviews, benchmarking provisions,and requirements for employee training and documentation.Utilities need to view the vendor partner as anextension of their organizations in order to establish apartnership that works for both utility personnel andthe customers they serve.The SLA is the cornerstone on which successfuloutsourcing is built. A good SLA can help protect awater utility from misunderstandings, poor vendorperformance, a failed partnership, and disgruntledconsumers.

Product Details

Edition: Vol. 97 - No. 11 Published: 11/01/2005 Number of Pages: 4 File Size: 1 file , 100 KB