SLA Bridges
International Operations
A ratified SLA between US and India operations dropped problem-management resolution times by 80% and aligned every business unit on a single measuring stick.
The Problem
Entered the company facing a major problem: poor communication and procedures between India- and US-based operations. Business units that outsourced operations internationally for expense savings were running batch in two different regions of the world — and experiencing delayed problem management that led to client disruptions.
The Approach
Brought the heads of all units (operations and business lines) together to develop a service-level agreement (SLA) that all groups ratified as the measuring stick for world-class service. The SLA documented ownership of each procedure and detailed the actions required by each operations group.
The Outcome
- All business units aligned and running smoothly on the same playbook.
- Problem-management resolution times dropped by 80%.
- The SLA became the single source of truth for global operational accountability.
Related Downloads
Align Global Teams
Around One Standard
From 25+ international development teams at Tupperware to global brokerage ops, Dennis has built the agreements that make distributed organizations actually function.
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