Did you download the T & E free report yesterday? Do it now if you have not: http://faoblog.com/free-report-te/

Also, did you wonder if US will adopt to IFRS over the US GAAP? Read it here: http://faoblog.com/ifrs/intro05/

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On Tuesday, we talked about a definition for service levels, which is a mix of “operational” and “business” metrics. Before I pick an example on this topic, there is an important concept that I need to bring out. You must have used the acronyms “SLA” and “SLE”. Quite often these are used interchangeably. SLA stands for “Service Level Agreement” and SLE stands for “Service Level Expectation”. There is a key difference between the two. The first is contractual and the second is not. The first normally follows the second post the burn in period.

Coming back to the service level definitions, how we articulate normally to our client is given below:

Report Tag Service Level Definition Description Defined Limits

SLD I-1

Turnaround time of Invoice Processing

99.5 % of invoices will be processed in ERP or escalated for approval / clarification / discrepancy within 1 regional business day after image scan date.

2000 invoices per day.

Numbers beyond that will flow to next day SLD.

SLD I-2

Accuracy of Invoice Processing

98% of the invoices will be processed without errors: incorrect amount, tax handling, branch/site, vendor name and GL or project/task code in ERP.

FPY errors shall not be counted for this SLD.

 Now what SLDs will your client expect? Check the next post.