SLAs – A Different Way[Presented By - Bill Sims]

Complete

Accurate

Timely

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.

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.

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!

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..

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

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.

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.

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.

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.

Questions?

SLAs – A Different Way