The HR Forum

HR Service Level Agreement

Posted by Sophie Romain on April 19, 2015 at 4:12pm in Being An Effective Practitioner

Hi,

I'm looking to develop a service level agreement for the HR function at my company to use and wondered if anyone has any examples or words of wisdom to share having implemented one previously.

I work for an SME so don't need anything too comprehensive.

Thanks, 
Sophie

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Replies

  • Debbie Jane Firth April 20, 2015 at 12:34pm

    Hi Sophie,

    I have a set of KPI's and SLA's that I work to:

    KPI's

    KPI

    Measurement
    • Annual and Bi-annual Performance Reviews to be conducted in accordance to the schedule [Needs to be included in an annual report template]
    1. Email to All Staff with notification of schedule
    2. Report to Managers on response rates
    3. Summary report to be produced for Directors
    • New Managers/Team Leaders to receive Management/Leadership training within 6 months of appointment [Needs to be included in an annual report template to report on years training]
    1. Email to all Managers
    2. Maintaining CPD reports
    • HR Department Report produced monthly for Directors
    1. Provide at the Policy Meeting
    • Issue Benefit Statement within one month of annual salary reviews
    1. Email All Staff with notification of expected reports
    2. Update within monthly department report
    • Issue Benefit Statements to new staff within two weeks of starting
    1. Update within monthly department report
    • Produce annual staff turnover report in accordance to the schedule
    1. Email to Directors at the start of each new FY

    And SLA's:

    SLA’s

    • HR to produce contracts and offer letters within 3 working days of job offer acceptance
    • HR to issue contracts within 2 working days following Directors signature
    • New Starters to have completed an induction programme within 3 weeks of starting
    • Recruitment Tracker to be updated within 24 hours of any recruitment activity
    • HR to advertise New vacancies on the HR Portal and to All Staff within 24 hours of Job description being received 

    Not sure if these are of any use, but they help me.

    Regards

    Debbie

    • Sophie Romain > Debbie Jane Firth April 23, 2015 at 7:48pm
      This is just what I'm after! Thanks Debbie.

      It's good to know my first draft incorporated some of the above & you've given me a some to add.

      Thanks,
      Sophie
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