Law assignment help on: Corporate services – Clients

1. INTRODUCTION

Corporate services reform serves as a platform to build long term relationships between the clients and the companies. It boosts the performance of the organizations, incurring less possible cost and ensuring optimum satisfaction of the customers.

Corporate services in a broader term explain various support functions in an organization required for the smooth functioning of Human Resources Department , Law and Legal Department, Supply and Chain Managing Department, Information technology, Research and Development Department, Property management, Finance Department and Marketing and Sales.

Two strategic actions for the success of corporate service reforms can be listed out as:

Mutually agreed, described in simple clear words, setting global acceptable standards in making corporate services reforms.
Focusing on the development of the shared commitments in managing routine business.( Allen, 1999)

Service level agreements are basically an important item of documentation between the two parties (the provider and the recipient), a part of service contract where the level of the services to be provided has been agreed upon and legally binding upon both the parties to the contract.

As it defines the service relationship between two parties, it should essentially meet following criteria if used properly:

Identification of customer’s needs and defining them accordingly

Availability of the framework for better understanding
Simplifying intricate issues
Trimming down spaces of clashes
Promoting open communication and giving scope for discussion
Cut down all the impractical unnecessary expectations

A service level agreement can be defined as a legal written document or file which describes the kind of business relationship between two parties( client and the service provider) including terms and conditions, mutually agreed upon which the business will be carried on. Thus, it becomes a very important manuscript on the basis of which both the parties are legally bound to perform their duties. In other words, SLA is one of the major mechanisms available to the corporate to create and strengthen their relationships and improving their delivered services. Though it serves as an expectations-managing mechanism, some people unfortunately view it as complaint-stifling mechanism or quick fix. (http://www.itilfoundations.com/processes/service-level-management/service-level-agreement/)

2. BENEFITS OF SERVICE LEVEL AGREEMENTS

To ensure the improvement of competency and efficacy of the services delivered basically, the organizations enter into such agreements. These agreements offer benefits both to the customers and the service providers. Following are the benefits:

Avoids misunderstandings by clear cut performance expectations from both the parties.
Customers priority needs are given utmost attention.
Clarifies the roles and responsibilities of the service provider as well as the client.
Promote high standard quality service with scope for continuous improvement.
Serves as an useful mechanism in the hands of the customers for monitoring performances.
Facilitates service providers to plan their delivery tasks way ahead of time ensuring clientele satisfaction(http://www.premiers.nsw.gov.au/about/csrguide)

APPENDIX

SAMPLE SERVICE LEVEL AGREEMENT

This document stands for establishing formal business agreement between

(the service supplier) People Consulting HR Solutions

and (the customer) Charles Darwin University

for providing Personality Development Classes to MBA students

for the period 1^st October 2012 – 30^th April 2013.

Signatures

Name Name

Title Title

People consulting HR Solutions Charles Darwin University

Date – Date-

A. STATEMENT OF INTENT

The motive of this contract is to establish a cooperative tie-up between People Consulting HR Solutions (PCHS) and the client Charles Darwin University by conducting psychometric tests for students of CDU, providing them with the interpreted results of the tests and imbibing short term training on how to prepare psychometric testing. This will ensure timely and efficient support service availability to the client and students at CDU.

The contract legally binds both the parties in the given terms and conditions. Both the parties agree and give their mutual consents for fulfilling their duties accordingly failing which actions may be taken against them. They agree to work in a healthy environment encouraging co-operation and co-ordination among themselves leading to the achievement of the desired goals and maintaining the service levels

B. OBJECTIVES OF THE AGREEMENT

To craft a conducive environment for establishing a cooperative relationship between CDU and PCHS ensuring valuable support from the clients.

To leverage human capital, institutional facts, competency sets, and technological availability in an effort to continuously upgrade the services offered with the changing business scenario resulting into high satisfaction levels of the clients.

To draft the duties and tasks of all parties to the contract in a clear, crisp , unambiguous manner.

To make sure that PCHS earns the goodwill of delivering high standard quality service to its clients within CDU.

To describe the commencement of the contract, its preliminary stage and the terms for reviews.

To give a detailed overview of the services to be supplied by PCHS and the anticipated level of the service by customers and thus reducing the risk of conflicts to a greater extent.

To design a formal system of monitoring so that performance reviews are founded on the factual data.

To facilitate a common accepting of service requisites/capabilities and of the standards entailed in the measurement of service levels.

To make available a single, easily understood objectives oriented text for clear understanding of the respective rights and obligations to all the parties to the contract for quick reference wherever and whenever needed.

C. PERIOD OF AGREEMENT

This Agreement starts on the 1st Oct, 2012 after being the terms and conditions are accepted by all the parties and will continue till 30th April, 2013 unless and until terminated in between.

D. SERVICE SPECIFICATIONS

This includes the following services:

Conducting Psychometric testing, in basket and other management games, soft skills classes to all the management students of the University in batches thus developing personality and public speaking abilities.

Providing them with the feedbacks on their tests and assignments in terms of interpreted results.
Collaborate with the management so as to measure the performances of the students regularly to know the improvement and development in the standards and the abilities.
Psychometric testing will be done on the computer units provided by the University.

E. AGREEMENT EVALUATION PROCESS

Both the parties agree to review the agreement periodically on a mutual consented date and time in the context of services offered, standards of the services offered and processes. Any alteration to this Agreement must be accepted and endorsed by all parties involved thereof.

F. REPRESENTATIVE

PCMS nominates Mr. Rohit Sharma, HR Manager & Consultant at People Consulting HR Solutions as being responsible for the supervising and safeguarding of the Service Level Agreement:

Rohit Sharma

HR Manager & Consultant

People Consulting HR Solutions

Ph: +61 8 12341709

Fax: +61 8 8946 9002

Mob: 0401 0997812

Email: rohit.sharma@pchs.com

G. DEFINING RESPONSIBILITIES OF:

PEOPLE CONSULTING HR SOLUTIONS

Carry out business in a professional manner with its clients.
Provide a service desk system and a helpline number to cater to the students’ problems 24X7.
Creating appropriate documentation to the University Intranet site for addressing client issues and each student can access with an unique log in id.
Providing all necessary documents, information and study materials to the students.
The performances of all the students should be monitored and informed to the university authority as well.
Taking utmost care to complete the course in time, meeting the standards and expectations of the clients. (Both University and the students).

CHARLES DARWIN UNIVERSITY

Providing appropriate lay-outs such as auditorium or large classrooms in the University campus facilitated with white and black boards, LCD monitors and computer units and all other necessary arrangements to make the PD classes interesting and proper as expected.
Should agree to follow the norms set by the PCHS adhering to proper scheduling of the class and other activities
All the support staff from the University should be made aware of the functions and other necessary information needed to carry out PCHS functions effectively and efficiently.

H. TIMELINES

PCHS will conduct classes for the students of the University in batches commencing from 1st October, 2012 with the exception of approved holidays for the university. Classes will be carried out on all working days from 10am- 5pm from Monday to Saturday (except public holidays) and 3 days a week for each batch. Performance Reports will be given at the end of every month.

I. KPI’s

ü 80% Clients and Students’ satisfaction

ü 80% Queries to help desks and help lines resolved within a day

ü 95% Classes on time scheduled

ü 90% Performance Reports at the end of every month

ü 100% Psychometric testing for all the MBA students

J. QUALITY ASSURANCE MEASURES

The ability to measure the quality of performance and service rendered accurately and broadly decides the triumph of any service level agreement leading to availability of credible and reliable information to customers. Quality and Service level must be significant, quantifiable and examined regularly.

K. COMPLAINTS

All grievances concerning the functions of PCHS service, like estimated level of service, genuine service presented and supplied and workforce involved for catering or governing service should be directed to the Head HR, PCHS.

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