Service levels provide targeted, effective incentives to cause service providers to achieve their customers’ desired business outcomes. However, too often customers discover that those service levels are being achieved with reports showing “green” while the service itself feels “red.” In these situations, customers often find that those service levels measure the wrong aspects of the services, are defined too vaguely to be enforced, cannot be measured using available tools or contain exceptions and exclusions that make the results meaningless.

Join Mayer Brown Partners Brad Peterson and Greg Manter as they discuss the principles and tools necessary to create meaningful performance standards, including how to:

• daft clear calculations that result in consistent measurements
• align measurements with the supplier’s actual scope
• avoid common pitfalls