Innovations in SLA’s?

So the last year we heard a lot about the ‘experience level agreement’, but what about the original ‘service level agreement’? Is Facilities Management ready for the big step towards the ‘experience’ or should we first start to innovate the SLA? To create a better experience for the Facilities Manager during his daily work?

Developing and fine-tuning an SLA during the contract procedure will take a lot of time. Every supplier and Facilities Management department has their own vision on service levels. Because of that fact, developing and fine-tuning SLA’s will take a lot of time and at the end they are not completely measurable. So would it not be nice to have a Service Level Standard based on the NEN 2748?

Glenn Portier has just started his research on the standardization of service levels. The goal of his research project is to develop a service level standard with the outcome of efficient and effective contract management. Because of the standardization benchmarks will become more valid and reliable. Developing the SLA will cost less time for both parties, which will result into a win-win situation. This research is interesting for the Facilities Management work field and will have a enormously added value.