Not so much a quesiton requiring an answer, more a begging letter.... Does anyone have experience of using an SLA for internal trainers (i.e. "subject matter experts" from e.g. IT or HR) over whom you wish to have some "control" but whom are not part of the L&D team/department. an example docuement would be helpful John
3 Responses
SLA
What’s an SLA?
Something Learning Agreement?
Confused.com :-/
Service Level Agreement
Hi, I have had this a number of times and I have tried having a basic SLA of say a page which states what they can expect from L&D and what L&D expects from them but it didnt work. The only way I could get it to work was to get the senior managers of the subject matter experts in the room and get them to agree to a way forward. This led to a specific objective being put in the performance report of each of the experts detailing what their requirement was and a quality measure. Worked a treat as they soon realised their end of year pay would be impacted by a poor mark.
SLA Process
Hi John – a difficult question to answer without understanding your org structure, budgeting process, internal charging protocols etc
In my case I am the L&D leader for a group of businesses, my costs are embedded. Every year I work with the business leaders to establish the people priorities within the business plans. I then work with the HR leaders to establish the SLAs for all L&D activity – ensuring that the requirements of the business plan are covered. The SLA covers our portfolio programs (leadership, project management, sales etc) plus the per diem for L&D consulting services for ad-hoc, biz specific, non-portfolio work. These numbers are then fed to L&D operations for resource planning purposes and to finance for budgeting. All of this has line of sight with our business planning and talent management processes.
Sorry – no sample document as it is not a straight forward process. Our process is supported by marketing and communication activities, nominations databases, calibrated nominations processes etc.
Let me know if you have any questions about specific parts of this.
Mark