Service Level Agreement Kontraktlogistik


Most SLAs are initiated by service providers and set up unilaterally. The customer has little or no say in the content of the SLA or the process by which it is set up or managed. This is not the right way to succeed with an SLA. Quite simply, if the two parties do not agree, it is not an agreement and it should not be called an agreement. The resulting document may still serve a useful purpose, but it is not an agreement. An agreement that is not managed dies during its implementation. The more PPAs there are, the more difficult the negotiation process. It can take months to negotiate a complex SLA/KPI document, as you go back and forth with your logistics service provider, so the document becomes a “win-win” situation for both parties. After the approval of the SLA/KPI by both the customer and the logistics service provider, this document and its contents must first be checked monthly and then quarterly. Both parties will know how the partnership fits into the objectives of this SLA/KPI document. Without SLA/KPIs, it is not possible to measure the performance of both parties. Don`t be surprised if a logistics service provider doesn`t jump on an SLA/KPI and say, “Let`s keep it simple.” Always use some sort of basic SLA/KPI to protect yourself when outsourcing your logistics department. The two parties to an agreement often have different views on the role of the SLA and what it can realistically achieve.

The two views may be valid, but so different that they lead to the failure of the SLA negotiations….

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