Analyze service issues or setbacks

Identify existing pain points

Identify gaps in current operational procedures
Understand Current OLA
Evaluate performance metrics
Review Service Level Performance
Assess current KPIs accuracy

Engage with stakeholders

Establish Realistic KPIs
Define new key performance indicators
Redesign OLA Determine actions to eliminate identified pain
points
Redefine Operational Procedures
Improve OLA Implement a process for regular updates

(Operational Level Introduce Clear Responsibilities

Define roles and responsibilities clearly

Agreement) Strengthen OLA Documentation

Establish accountability for failures

Develop robust resolution procedures

Lay down Conflict Resolution Procedures
Include escalation steps in case of conflict

Implement employee training for new

procedures
Training and communication
Communicate changes to involved parties

Implement and Evaluate Revised Set up a frequent review mechanism

Consistent Evaluation
OLA Capture and analyze feedback for improvement

Establish a procedure for regular updates

Drive Continuous Improvement
Recommend further improvements upon review