First of all, an SLA takes place with the customer – contractor – to find out which service is desirable. Secondly, it is important to clearly define the services. Non-daily variable services should also be taken into account, for example: the provision of an internal reception by the catering/logistics or event agency? For each service provided, this must be described in detail. Consultation with the Facility Department Manager is essential. 5 needs of the internal organization. Through service level agreements, the employee can influence the quality of service. Quality improvement leads to fewer failures and increases the continuity and productivity of primary work processes. This can lead to an improvement in the primary final product, which ultimately benefits both the company and the external customer. This article was written as a graduation thesis in facility management at the University of Diedenoort. The article consists of three parts, namely literary study, see chapter 1, practical research, see chapter 2 and the study of similarities and differences, see chapter 3. These three components ultimately lead to recommendations and conclusions, see Chapter 4. For the readability of the article, there is a link between the different parts. This coherence is achieved by the elaboration of the same four phases in each part: definition: what is it? Design: How is it done? Introduction: How will this be implemented? Management: how are they maintained and managed? 1.1 Definition Originating in the United States, where they are primarily used by the information technology industry.
This is due to the rapid development of this sector, which means that achievable profit margins are increasingly reduced. Determining the levels of service to be provided is also important for this sector, given the significant investments. Performance standards are the basis on which we invest in soft and hardware. A service level agreement or SLA is a written agreement between the institution organization and the customer (for a fee). A service level agreement defines the services and products provided by the Facility Company in what quality, quantity and at what price (Kompier and Ouwehand, 1997). In addition to the description of the services to be provided, the rights and obligations of the provider and the customer are also defined with regard to the agreed level of quality. Note uses the following definition: A service level agreement is a contract between (internal) customer groups and a facility provider that defines the minimum service for customers through performance indicators. Facility Procurement With tools and methods to better manage the purchasing business Content Preface Perpetual split in sustainable procurement Outsourcing: Full outsourcing of Facility Services Recent examples of sectors in which SAs are becoming increasingly important are health, convenience services, mail delivery, security, transport company, logistics, . In complex environments, equally complex solutions are often developed….