How do you design and implement a service level agreement (SLA) for FM services?

1 Assess the needs and objectives

The first step is to assess the needs and objectives of both the service provider and the customer. This involves identifying the scope of the services, the desired outcomes, the key performance indicators (KPIs), the risks and challenges, and the budget and resources available. You should also consider the legal, regulatory, and ethical requirements that apply to the services. The assessment should be based on data, feedback, and consultation with relevant stakeholders.

2 Define the service specifications

The second step is to define the service specifications, which are the detailed descriptions of what the services entail, how they will be delivered, and how they will be measured. The service specifications should include the service hours, frequency, methods, standards, and procedures, as well as the roles and responsibilities of the service provider and the customer. You should also specify the reporting and communication channels, the escalation and resolution processes, and the quality assurance and audit mechanisms.

3 Negotiate the service levels

The third step is to negotiate the service levels, which are the quantifiable and verifiable targets that the service provider agrees to achieve for each service. The service levels should be aligned with the KPIs and the objectives of both parties. You should also negotiate the incentives and penalties for exceeding or failing to meet the service levels, as well as the review and adjustment procedures. The negotiation should be based on mutual trust, respect, and collaboration.

4 Draft the SLA document

The fourth step is to draft the SLA document, which is the formal contract that binds the service provider and the customer to the agreed terms and conditions of the service delivery. The SLA document should include the following sections: introduction, scope of services, service specifications, service levels, roles and responsibilities, reporting and communication, escalation and resolution, quality assurance and audit, incentives and penalties, review and adjustment, termination and renewal, and signatures. The SLA document should be clear, concise, and consistent.

5 Implement the SLA

The fifth step is to implement the SLA, which is the process of executing the services according to the SLA document. The implementation should involve regular monitoring, reporting, and evaluation of the service performance, as well as feedback and communication between the service provider and the customer. You should also ensure compliance with the SLA document, as well as the legal, regulatory, and ethical requirements. The implementation should be flexible, adaptable, and responsive to changing needs and circumstances.

6 Review and improve the SLA

The sixth and final step is to review and improve the SLA, which is the process of assessing the effectiveness and efficiency of the service delivery and identifying areas for improvement. The review should be based on data, feedback, and consultation with relevant stakeholders, as well as the results of the quality assurance and audit mechanisms. You should also consider the changing needs and objectives of both parties, as well as the external factors that may affect the service delivery. The review should lead to recommendations and actions for improving the SLA and the service performance.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?