KPI et SLA

In a world where companies face increasing pressure in terms of performance, service quality, and transparency, measuring becomes essential to manage effectively. This is where KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) come in. These tools are not reserved for large corporations; they are indispensable for any organization wishing to professionalize its service management, whether services are internal or outsourced.

Why Define KPIs and SLAs?

These tools are not reserved for large corporations; they are indispensable for any organization wishing to professionalize its service management, whether services are internal or outsourced.

Providing visibility : KPIs translate your objectives into tangible data. They allow you to track performance, identify discrepancies, and act quickly. Without indicators, it is difficult to determine whether a service is truly effective.

Structuring the client-supplier relationship: SLAs clearly define the expected service commitments (response times, availability, frequency of interventions, etc.). They eliminate grey areas and foster a relationship of trust based on objective criteria.

Aligning expectations: By formalizing service levels and key indicators, all stakeholders — management, service providers, and users — share a common understanding of results. This reduces misunderstandings and supports a culture of continuous improvement.

Fostering continuous improvement: Well-chosen KPIs are not about "monitoring" but about driving progress. They help detect malfunctions, optimize processes, and highlight best practices.

How to define relevant KPIs and SLAs?

Too often, indicators are too numerous, poorly targeted, or underused. To be effective, your KPIs and SLAs must be:

• Clear and understandable by all stakeholders.
• Aligned with your strategic objectives.
• Measurable and based on reliable data.
• Actionable, enabling concrete decisions.
• Flexible, so they can evolve with your priorities and context.

How QUALIPSO Can Support You

QUALIPSO support private companies and public organizations in the structured implementation of KPIs and SLAs, within their facility management frameworks.

We help you to:

• Identify your key challenges and translate them into measurable indicators.
• Co-create realistic SLAs tailored to your environment and resources.
• Sustain and operationalize your indicators over time by reviewing them regularly and embedding them in a continuous improvement strategy.

In Summary

Defining KPIs and SLAs is not optional; it is a prerequisite for professionalizing your service management, fostering constructive dialogue among stakeholders, and ensuring effective performance monitoring.

QUALIPSO is your partner in transforming these tools into real levers for performance and quality.