The success of the Service Level Agreement (SLA) is also observed closely by your staff. We have seen in our outsource work that staff notice only too well whether their original employer is getting value or just being ‘ripped off’ and often have great fun when it does go wrong. This keen appraisal of how it works in practice impacts upon their own motivation and their relationships with both you and the outsource organisation. This excerpt from an interview gives an indication of how staff can view the situation:
The best way to find out whether your project is feasible is to complete a Feasibility Study. This process helps you gain confidence that the solution you need to build can be implemented on time and under budget. So here’s how to do it in 5 simple steps…
SERVQUAL (Service Quality) is a self-administered questionnaire designed to measure how customers view/judge service quality. Parasuraman et al (1994) defined service quality as the degree of discrepancy between customers’ normative expectations for the service and their perceptions of the service performance.
Parasuraman made the assumption that customers judge service quality by making a comparison between their expectation of the service that they should receive and their perceptions of the service that they actually receive.
For sure cold-calling is not for every sales team or every product or service, but for certain services, cold-calling is very effective in finding prospects willing and able to purchase and is an extremely effective prospecting tool. Because cold-calling, making an unsolicited business approach, either door stepping or by phoning, just like spamming, is surprisingly successful if done well and above all is targeted and qualified.
A Statement of Work (SOW) is a companion document to the services agreement that consists of a narrative description of the products or services to be supplied. A statement of work is a necessity as it refines the understanding between the parties as to what must be delivered and the terms and conditions to be applied. A Statement of Work is in effect a contract between the parties for the service delivery or of a commercial understanding of how to work together in a joint activity with a client.
Rather than a service credit clause, it is far better to put in place governance that forces the supplier to act to fix the issue, perhaps to the extent of the customer being able to call in independent consulting advice at the supplier’s expense to support service resolution.
An assurance policy is a high level statement of objectives and approaches that are further worked out in the Quality Plan – shown here in this post is an example of the main clauses in the policy statement typically signed off by senior management.
This post covers the essential elements of a training and development policy