After the transition and transformation stages of the BPO project have been completed, F&A processes will be delivered in a process based organization, where dedicated teams will handle transactions (usually) relating to Accounts Receivable, Accounts Payable, General Ledger, Fixed Assets and Tax Management.
An important aspect of every BPO project is its governance. A strong governance is the key to ensuring that your financial and operational objectives are achieved and that the organization improves process efficiency and quality over time.
Well designed Service Level Agreement (SLA) and Key Performance Indicators (KPIs) play an important role in the project governance. On the one hand, what gets measured, gets done. And it is easy to fall into the pitfall of having too many measures… So we help select KPIs that bring value to your company. On the other hand, we understand that your circumstances and objectives can change quickly in today’s environment. Therefore, we review SLA and KPIs with our customers frequently to make sure that we deliver what matters to them.
By clicking on the links below you’ll find a project governance framework and a few useful tips on how to set SLA and KPIs.