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News

Industry Task Force on Service Level Agreements Forming

June 27, 2007 – AFSMI announced today that it is forming an industry task force to focus on Service Level Agreements (SLAs). In an annual survey, AFSMI members ranked SLAs as the most important topic for their service organizations. Members are interested in developing a library of industry best practices for the definition of service levels, mechanisms for tracking adherence to service levels and the process for setting fees for different service levels.

AFSMI is inviting any members who have experience working with SLAs to join this task force. The task force will begin meeting in September and will begin by agreeing on the specific aspects of SLAs to be addressed. Industry task forces typically run for 3-6 months before publishing their results. Results may include a definition of standard terms, a library of best practices or member research findings.

AFSMI also issued a call for topics for an individual member task force. Potential topics include development of key skills and competencies and compensation for different levels of service representatives.

Members interested in joining either the SLA task force or the individual member task force should contact John Schoenewald, executive director of AFSMI.