Assessing Service Level Agreements in the Corporate World

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WHAT IS IT ABOUT?

Are you delivering on SLAs? This questionnaire aims to evaluate the impact of service level agreements, technology, service levels, uptime, response times and quality on corporate performance.

SKU: 159e47b6-6245-42ae-8680-99f6e02dcd67 Category: Tags: , , , , , ,
Available in: English, Dutch, French, German, Spanish
  • The IT department that needs to convince senior managers about the opportunity of outsourcing.
  • The HR manager who is interested in helping his team with employee satisfaction.
  • The Operations manager that has the responsibility of monitoring service levels.
  • The Quality manager who is looking for ways to ensure customer satisfaction.
  • The Sales executive that wants to increase customer loyalty.
Service Level Agreements
Examining expectations of services

Technology
Enhancing organizational systems

Service Levels
Measuring performance metrics

Quality
Assessing customer experience

As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.

After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..

Q. What type of SLA have you implemented?
  1. We have not established an SLA.
  2. We have documented basic SLA parameters.
  3. We have a fully formalized SLA within our services agreement that we evaluate and update regularly.

Q. What is the current state of your Infrastructure SLAs?
  1. We have no formal SLAs
  2. We have basic operational SLAs
  3. We have a fully formalized SLA methodology that we monitor and measure regularly
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.

If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
NAMETITLE PAPER
infosysbuilding-resilient-supply-chain.pdf
dalbergDalberg-Walking-the-Talk-Report-2018-LR-vF.pdf
oxeraEuropean-telecoms-regulation_1.pdf
oliverwymanOW_Risk_Journal_2011_Taming_IT_Risks.pdf
lekConsumer-Spotlight_Japan_0114.pdf
oxeraPlease-leave-a-message.pdf.pdf
infosysstrategic-sourcing-procurement-cpg.pdf
oliverwymanchinese_grocery_age_of_empires.pdf
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
  • Respondent profiles for a helicopter view of your audience.
  • A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
  • Improvement suggestions (per question) how to move from one answer to another
  • Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
This English questionnaire is also available in Dutch, French, German, and Spanish.

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