Plant Operations Service Level Agreements SLAs

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Plant Operations Service Level Agreements (SLAs)
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Plant Operations Service Level Agreements (SLAs)

• Lowell Hanson Associate Director Facilities
  Maintenance
• Jim Vibbart Manager Work Control
• Jim Almashy Business Manager Zones

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SLAs What Are They?

• SLAs are business agreements which capture the
  extent of services to be provided by Plant
  Operations.
• SLAs are tailored to what is important to the
  customer.

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What do SLAs Provide

• Clear service expectations
• Performance tracking
• Opportunities for services beyond the basics
• A means of establishing recurring dialogue

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Who Participates in SLAs?

• Building Services
• Construction Services
• Grounds Waste Management
• Facilities Maintenance
• Utilities Engineering
• Work Control

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Basic Elements Within a SLA

• Define basic level of services provided.
• What is and isnt covered by MGF.
• Define buildings serviced/frequencies
• Define equipment serviced/frequencies

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Basic Services Processes
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Performance Elements in a SLA

• Define Priorities
• Define Performance Goals
• Define Measurements
• Define Reporting Mechanism on progress or
  intended results. (Reports/graphs/ect.)

• Targeted Customer Satisfaction Surveys
• Recurring progress review meetings set as
  required, attendees as required.
• Set inspection frequencies

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Financial Aspects of an SLA

• Records Formal contract modifications or
  agreement amendments.
• Projects an annual budget/expense cost for
  operational forecasting.

• Defines costs and payment schedules for services
• Defines Responsibility of Authority, i.e. who
  approves extras, who are the top dogs for this
  contractual relationship.

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Urgent or Emergent Considerations

• Define your areas or programs of utmost
  importance
• Define procedures corresponding to important
  areas or programs
• Consolidate contact listings for specific programs

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Tailored Services
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Post Agreement Service

• SLAs are mutually alterable as service needs
  change.
• SLAs are expected to be dynamic documents.
• SLAs change as space/equipment is added or
  subtracted.

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Questions?

• Lowell Hanson -
• Ljhanson_at_umich.edu
• Jim Vibbart -
• Jvibbart_at_umich.edu
• Jim Almashy-
• Hasm_at_umich.edu

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Have a Safe and Happy 4th of July!