Policies and Procedures - Definition

plsttg10 — 2013-04-24 13:17:57 UTC

A set of policies are principles, rules, and guidelines formulated or adopted by an organization to reach its long-term goals and typically published in a booklet or other form that is widely accessible.

Policies and procedures are designed to influence and determine all major decisions and actions, and all activities take place within the boundaries set by them. Procedures are the specific methods employed to express policies in action in day-to-day operations of the organization. Together, policies and procedures ensure that a point of view held by the governing body of an organization is translated into steps that result in an outcome compatible with that view.

SLE - Service Level Agreement

plsttg10 — 2013-04-24 13:39:11 UTC

A service level agreement (SLA) is a formal document that defines a working relationship between parties to a service contract. The standing of the SLA depends on whether the service is being provided by an internal (In-house central department/function) or an external (Bought-in) service provider. Using an in-house reprographic unit and bought-in cleaning services as examples, the relationships between the parties are demonstrated and explained:

- In-house service provider

- Bought-in services

When the services are provided by an in-house provider, the SLA takes the place of a contract. SLA’s are typically used where there is internal charging for the provision of the in-house service or where the service is so critical to the end user that a formal written agreement is the most appropriate means of ensuring that the requirement is met.

Where the services are bought in from an external supplier, there will be a formal contractual arrangement between the institution and the service provider. The SLA is used to provide the day-to-day working detail needed to support the contract. It is the starting point and basis for contract monitoring and management and often the trigger for corrective action that could prevent a more serious contractual situation arising.