Employee Opinion Survey



Employee Opinion Survey

Strategic Planning, Organizational Structure, and Human Resources Function

Your first assignment is to develop a Service Level Agreement for your HR department. Refer to your textbook and/or Internet for an example.

Service Level Agreement Service Level Agreement (SLA) is a contract which stipulates the levels of service depending on a number of objective parameters established by mutual agreement of both parties and reflects contractual the operational level of performance, service drop penalties, limitation of liability for non-service, etc.

This model should not necessarily be related to the procurement of services to third parties, but that can be deployed internally, transforming a particular business unit that provides service center to the company. In this part of the contract is described and requires a specific level of supply quality. The main points to be covered should be:

Type of service.

Customer support and assistance.

Provisions for security and data.

Guarantees and system response times.

System availability.

Connectivity.

Fines for system crash.

These points are very important when contractually formalize an operation. To successfully implement an SLA should be taken into account a number of key factors, of which will depend in large measure to obtain the desired results: Critical aspects: The most critical are the definition of standard procedures and mechanisms for evaluation and monitoring. In the implanting of an SLA must follow a set of points 

Defining Objectives: improving the efficiency, cost reduction, formalization of the relationship 

Identify expectations: what do you expect the organization of this agreement 

Adequate planning time 

Optimization / redesign of processes (review if the SLA process ensures no change or at least formalized)

Most common errors in the implanting

Define service levels unattainable

Excessive regulation

Error in defining priorities

Technical complexity

Irrelevance (if an SLA has no effect on the client, the target no sense).

Develop a Memo to inform all staff of the SLA, explaining what it is and how it affects the HR department and organization.

An SLA is a negotiated agreement between two parties where one of them is the client and the other service provider. These agreements can be legally bound, or be an informal contract (inter-departmental relationships). The contracts between service providers and a third are usually and incorrectly, also called ANS, although the level of service as defined by the initial client and therefore the agreement between third parties is not merely a contract and it affects the Human resource department and organization.

ANS define a common understanding about services, priorities, responsibilities and guarantees. Each service area must have a defined SLA, which includes levels of availability, service, performance or other attributes of the service, such as billing. The level of service can also be specified as a target and minimum so that users can know what to expect (minimum), while providing an objective that shows the level of performance. Some contracts may include penalties for breach of the ANS. Importantly; the agreements refer to the services received by the user, but not as the provider offer that service.

ANS has been used since the late 80's by telecom operators as part of their contracts with business ...