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Human Resources

Presentation notes

The Service Legal Agreements are ideal in the formulation of a standardized contract of a service specific to the organization as it is formally defined. The main attribute with the above measures is the delivery time as per the agreed performance. The support is required in order to ensure that there is a common understanding between the company as well as the stakeholders in the process. The goals of the agreements include issue like general turnaround time, assigned turnaround time, quality metrics, security measures and the transcription quality (Armstrong, 2009). They are communicated within the contractual agreements between the organization and the relevant bodies. They are facilitated by the support obtained from the different levels of responsibility in order to check on the scope, quality and accountability in the overall process.

SLA is important to the business for the various measures it provides in its success to an organization. For example, the timeliness, responsibility and quality are all ideal for helping the sales departments and personnel meet the demands of the customers. Once the needs are met and the satisfaction levels are guaranteed, it is channeled into authenticated services. The management is credited with the responsibility and quality of the services. There is a level of trust in the relationship established with the respective partners and stakeholders. In the overall basis of the organization’s objectives and goals, it mandates an easier way of managing the expectation. There is a controlled and systematic approach to all proceeds, while maintaining the organization’s vision. In addition, there is no letdown on the quality of the services deployed as well as accountability purposes, without forgetting the customer satisfaction requirements.

Service Legal Agreements

In order for the effective implementation of SLA, training is required as means of achieving the targets. For example, the benefits and culture of the organization have to be established in order to ascertain the need for the SLA. Training in terms of the business initiates in maintaining the quality and accountability measures of the organization’s tasks, have to be embedded in all of the processes. According to Desai (2009, p. 23) training guarantees uniformity in the personnel as well as managerial presentation at all times. The risk levels associated with proposed strategies of SLA have impacts on the organization. For example, non-compliance to assigned turnaround time, quality metrics, and security measures can render the organization of the clientele needed to spur growth according to its vision. Risk level also can be achieved through non-cooperation by the service providers or preferential choices by the customers. Mitigation measures include preparation of response units to counter the eventualities and keeping stock of the monitoring process in case of any breaches.

Some of the risk mitigation measures that can be employed into an organization include using a phase approach to implement the process as opposed to an immediate procedure. It helps cultivate the process and longevity plans. Understanding of the customer and the needs is required before enlisting the SLA as per the group. It is then followed under the right group. The different types of monitoring include identifying the right timing and reason for their application in order to follow up when frequency is required. The procedures involved should relate to constant basis of monitoring the quality, service and timeliness. It should be obligated from the organization as a specific mandate without compromise on the elements mentioned.

Action Plan

In the scenario, the underperformance is established by both the service provider and the line manager. The service provider (PeoplePower) takes long on the recruitment while coordination duties are in confusion. As for the line manager, the failure to complete the specification forms of complete persons and requests submissions within the timeframes posses as a weakness. The action plan required includes the distinction of the management activities according to the timeline provided (Harris 2007, p. 31). The service provider should be able to give the linear outputs on a daily basis in order to confer the forms, complete person specification, and proper sales as stated. Through an agreement of SLA properties, the Line manager should then communicate to the personnel in the organization promptly to ensure the service attendance delivered. It can be carried out every morning before the entry of the submitted request with the line manager in charge.

The human resource manager should be able to include the training modalities for keeping up with the system on monitoring, responsibilities and timeliness according to the service agreement. It will cost the organization as the process is ongoing and requires a phasing period for effective application. The involved strategy is through cooperation between the involved parties from the service providers to the personnel in the organization. Integration will be acquired through constant meetings and delivery of the objectives and goals required by PeoplePower as well as the organization. In the SLA documents, the legal implications should also state the penalties and fines inclusive in the terms of operation between all the involved parties (Armstrong 2009). They will also maintain the ethics of operation after the agreement are obtained from the discussions as well as policies.


Armstrong, M, 2009, Armstrong’s handbook of human resource management practice, London: Kogan Page.

Desai, J, 2010, Service Level Agreements, Ely: IT Governance Pub.

Harris, R, 2007, Maintenance Agreements and Service Contracts, Hospital Topics, 60(3), pp.30-32.