Archive for November 13, 2008

Service Level Agreement @ Kuala Lumpur

I was at Malaysia, Kuala Lumpur, to facilitate a workshop on Service Level Agreement for Facility Management. It was challenging as SLA is relative new to FM and to deliver in a manner simple to understand.





What about Service Level Agreement for Facility Management?

A Facility Management (FM) Service Level Agreement (SLA) is contract between the FM provider (internal or external) and the customers (organisation and its end users), where the FM provider states what they will provide for the customer. SLAs are important to support FM departments to operate as a value added function as they are as ever striving to improve their service delivery and reduce expenses.

SLA covers the types of maintenance, response times, installation support, services issues, and a host of facility-related services, so on and so forth, that will be required by the customers.

It is important to have SLAs implement for FM, for two reasons:

1. It provides clarity and certainty about the service levels expected by both the FM service provider and the customer. Whenever there is a doubt, they can refer to the SLAs to address their concerns.

2. It allows the FM provider to measure its own performance and improve itself over time.

Other areas about SLAs that we as FM professional need to be aware of are the main components in writing an SLA, the objectives, the guidelines in establishing an SLA and performance measurement.

I will update soon….

To Your FM Success!

Making a Difference in Facility Management……..



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