Service Level Agreemnts Measurement - SLA KPI's

Question

hi I need to have some sort of measuremnt tools for the above. Can you
tell me what reports can be run to measure these
1. Forecasting and Planning - delivery of the right goods at the right
time and to the right place
2. Requistions to RFQ (quotations) to orders
3. number of fixed contracts as a % of total spend (purcghases)
4. Buying Savings
5. the reduction in foreign expenditure vs local expenditure
6. impact of exchange rate on forward cover taken
7. goods received capture turn around time- Delivery vs GRN Captured
8. number of changes to P.O after goods received or invoice captured
9. Goods received vs Goods issue vs reservation date
10. Slow moving items
11. stock variance as a % of total inventory
12. % change in Inventory on hand
13. Change in MAP
Ta
Vishnu

Answer 1

Hey heatherfoeh!
What a funny thing you ask because velocity has been on my mind recently. Just this past month, I wrote two blogs (here and here) on the topic of velocity and the last one I am going to write is about "How to measure it". So this question is perfect.
Here is how we do it at ReadyTalk.
1. We first define all of our transitions within the technology. Meaning which field is being flipped to signify a transition has occurred We capture this on several different records as the lead works its way through the system.
On the lead record, we capture created date, first contact attempt, contact made, converted date. We do this by date stamping the relevant field each time the lead goes through a transition. Below you see our lead status. Each time this field is flipped, there is a corresponding hidden field that is stamped. The use of these fields allows us to then create reports in SFDC using a formula that calculates the number of days between two dates.
On the opp records we have the same process but this time we are tracking the velocity through the pipeline. So we go from SAL>SQO>CW or CL. Each time the opp stage is flipped a corresponding date stamp is made. And, like above, you run formulas on this field to calculate # of days between two dates.
Now in terms of adherence to an SLA, you obviously have dashboards that you roll this up to in the form of average time between stages. You can also segment on velocity be owner (to see which AEs are "johnny on the spot" with their leads) or you can do velocity by lead source. You can also create workflow that throws alerts when a lead/opp has sat at one stage for two long.