A service-level agreement (SLA) is a document that describes the level of service expected by a customer from a supplier. It lays out metrics to measure the service and any penalties if the agreed upon levels are not met. Developing an SLA assumes that everything can be measured and develops metrics for time, cost, and quality which yields satisfaction when fulfilled and supports enterprise success.

1. A SIMPLE CRE SLAA SIMPLE CRE SLA
OR
A GUIDE TO CRE SATISFACTION
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A SIMPLE CRE SLAA SIMPLE CRE SLA
A service-level agreement (SLA) is simply a document
describing the level of service expected by a customer
from a supplier, laying out the metrics by which that
service is measured, and the remedies or penalties, if
any, should the agreed-upon levels not be achieved.
- SLA Definitions | CIO
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A SIMPLE CRE SLAA SIMPLE CRE SLA
ASSUMES EVERTHING CAN BE MEASURED
DEVELOPS METRICS FOR TIME, COST & QUALITY
YIELDS SATISFACTION WHEN FULFILLED
SUPPORTS ENTERPRISE SUCCESS
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A SIMPLE CRE SLA:A SIMPLE CRE SLA:
STARTS BY DOCUMENTING A PROCESS
CLIENT SIDE
25 DAYS 12 DAYS 28 DAYS 7 DAYS
40 DAYS 3 DAYS
PROVIDER SIDE

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A SIMPLE CRE SLAA SIMPLE CRE SLA
DEVELOPS THE MEASURES

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A SIMPLE CRE SLA:A SIMPLE CRE SLA:
ASKS FUNDAMENTAL QUESTIONS -
SUCH AS WHO, WHAT, HOW, WHEN & WHY
PRODUCES METRICS THROUGH DATA
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A SIMPLE CRE SLA:A SIMPLE CRE SLA:
ILLUSTRATES HOW LONG, MUCH & GOOD
BUILDS UPON REPETITIVE SAMPLING
YIELDS QUARTERLY PERFORMANCE SHOTS
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A SIMPLE CRE SLA:A SIMPLE CRE SLA:
BREAKS PROCESS INTO SMALL BITES
CAN BE UNDERSTOOD EASILY BY ANYONE
MEASURES QUANTITATIVE & QUALITATIVE ISSUES
TASK/PROCESS BY FREQUENCY NOTES SCORE
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A SIMPLE CRE SLA:A SIMPLE CRE SLA:
REVEALS FULFILLMENT
IDENTIFIES STRENGTHS
HIGHLIGHTS NEEDS
BUILDS RAPPORT
PROVIDES SATISFACTION
© 2015. ALL RIGHTS RESERVED 07
JAN 15

10. JIMKELLY