Service levels are powerful tools for ensuring performance and aligning incentives in outsourcing deals. Today, digital advances are dramatically changing both the best metrics to use and the best ways to measure them. This creates an opportunity for greater value—and new pitfalls. This program will talk about both the principles that endure and the critical changes for the digital age.
Join Mayer Brown partner Brad Peterson and associates Qi Chen and Alan Velasco as they discuss the principles and tools necessary to create meaningful performance standards for the digital age, including how to:
Draft clear calculations for traditional and digital services
Define measurement methodologies reflecting the benefits of automation
Align incentives using a range of contractual provisions
Future-proof service level metrics, measurements and incentives