Positioning the Human Resource Business Using Service Level Agreements

Abstract

Explores the introduction and development of Service Level Agreements (SLAs) in relation to Human Resource Departments. Considers approaches to SLAs and highlights four dimensions necessary for the completion of an SLA. Stresses that Human Resource Specialists should have a thorough understanding of how directorates and other departments relate to one another to provide added value in terms of contribution to the organizational outcomes. Suggests the idea of adding value is an integral part of the SLA process which ensures that it operates as a means to an end and does not become an end in itself. Examines the degree of devolved freedom given to a department to seek work or sell its products outside its Trust/Unit. Scrutinizes the format of SLAs and concludes that the benefits of SLAs for users of Human Resource Departments and the benefits to the Human Resource Departments are similar.

Citation

Tonks, P. and Flanagan, H. (1994), "Positioning the Human Resource Business Using Service Level Agreements", Health Manpower Management, Vol. 20 No. 1, pp. 13-17. https://doi.org/10.1108/09552069410053777