1. SLAs – A Different Way
[Presented By - Bill Sims]
Complete
Accurate
Timely

2. Agenda
• Review - Associates’ Viewpoint:
• Limited view of their direct work’s interconnectedness.
• Review - Simplified SLA standard/structure:
• When is work deemed completed and requirements fulfilled.
• Showcase – Simplification:
• Examples of Reconciliation SLAs.

3. Limited view of your direct work’s interconnectedness.
Example - Driver who delivers.
Ask a Driver – What they do.
9. Deliver Product.
Ask a Manager – What a driver does.
1. Complete your pre-trip.
2. Finish loading and accurately check-out your truck.
3. Drive safely.
4. Hit all your stops.
5. Monitor/Secure your inventory/cash.
6. Sell inventory and return with all unsold inventory.
7. Check in your truck.
8. Settle with the cashier with no money losses.

4. Limited view of your direct work’s interconnectedness.
Example – Technician who fixes.
Technician Skill Sets
Technical
Teamwork
Customer
No Technical Skills – Cannot perform.
No Teamwork Skills - Only work by
yourself.
No Customer Skills – No customer
interaction.
Aptitude! Works well with others!
Treats the customer as the customer!

5. Limited view of your direct work’s interconnectedness.
Does this reveal whether that your SLAs are
Timely, Accurate and Complete.
When I think of “Pass” I think of a knowledge test. When I
think of an SLA, I think of a series actions performed that
when combined provide a service to someone which in many
cases is a paid service..

6. When is work deemed completed
and requirements fulfilled.
• When is it deemed timely. – When is it due?
• How is it deemed accurate. – How it is measured?
• Why is it deemed complete. – What are its components?
SLA # 1
Timely
Accurate
Complete

7. Examples of Reconciliation SLAs.
A reconciliation team only needs three for
production work!
• Daily Reconciliation
• I need a daily reconciliation of all RUs – Reconciliation Units.
• Monthly Close
• I need a close out of all reconciliations for month end presentation.
• Monthly CORE
• I need a final Company Organized Reconciliation Evaluation.

8. Example: Daily Reconciliation
• When is work deemed completed and requirements fulfilled.
• When is it deemed timely. – When is it due?
• How is it deemed accurate. – How it is measured?
• Why is it deemed complete. – What are its components?
Daily Reconciliation
Timely
Accurate
Complete
1-Timely –
Everyday by
10:00 AM all
Reconciliation
Units
reviewed.
3-Complete – All
Reconciliation
Units are reported
correct or logged
for resolution.
2-Accurate –
All issues are
fixed or
logged for
future fix.

9. Example: Monthly Close
• When is work deemed completed and requirements fulfilled.
• When is it deemed timely? – When is it due?
• How is it deemed accurate? – How it is measured?
• Why is it deemed complete? – What are its components?
Monthly Reconciliation
Timely
Accurate
Complete
1-Timely – All
close deadlines
are met. - List
3-Complete – All
Reconciliation Units
state – GAAP –
EOM – Financial
position.
2-Accurate
– No errors
remain in
the Balance
Pools or are
logged and
escalated.

10. Example: Monthly CORE
• When is work deemed completed and requirements fulfilled.
• When is it deemed timely. – When is it due?
• How is it deemed accurate. – How it is measured?
• Why is it deemed complete. – What are its components?
Monthly CORE
Timely
Accurate
Complete
3-Complete – All
CORE’s are
complete with
any audits
passing - QAs
pass with no
error.
1-Timely –
All CORE
deadlines
are met.
List
2-Accurate –
No errors
remain in the
CORE or are
logged and
escalated.

11. Questions?
SLAs – A Different Way