Good Governance - Emotional Service Levels
Posted November 17th, 2008 by Alsbridge
In a series of short articles Colin Whalen of Alsbridge plc considers good practice in the governance of outsourcing relationships. In this article, Colin considers why traditional service measures are an insufficient means of assessing and managing the overall effectiveness of service delivery. What problem? The SLAs are Green!
I have been there before and I know that I am not the only one … the monthly service measurement report shows that, by and large, the service level agreements (SLAs) have been met, the report is mainly ‘Green’ and service is way beyond that provided prior to outsourcing. All should be well in ‘Good Governance Land’ since a well managed sourcing process has resulted in the right SLAs being included in the outsourcing contract. They focus on business outcomes, are aligned to priorities and they are sensible in number. Yet all is not well in the relationship between client and outsourcer; there is a lot of uncomfortable noise coming from client consumers of outsourced services, there are definitely service issues out there. But how can this be so? When the SLAs are green surely that means there are no problems – doesn’t it? Unfortunately not, and to make matters worse the governance regime has no means of identifying, managing and resolving these hidden issues.
- The rational view
- Emotions matter
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About the Author
Colin Whalen is a Senior Manager at Alsbridge plc and specialises in HR Outsourcing, he can be contacted at colin.whalen@alsbridge.eu. Alsbridge plc are the award winning advisors on outsourcing, shared services and offshoring, for more information see www.alsbridge.eu or call on +44 (0) 20 7242 666.