Service Level Agreement Research On Financial Shared Service Center

In recent years,the pattern of financial shared service center(FSSC)hasgradually been adopted by many large enterprise groups.Enterprises are trying to reduce operating costs,improve operational efficiency,so that they establish financial shared service center.Nowadaysresearchesof FSSCusuallyfocusonhowtoestablishandoperatea FSSC.Service level agreement(SLA)originates in the telecommunications industry,and in the IT outsourcing industry there are also a lot of research,which shows that it's useful to strengthen the management and to improve the service quality.However,in the field of financial shared service center,there're few studies.This paper triestodiscussthe SLAof FSSC,howtomanageitandwhatthecontentofitis.This paper contains the concept and characteristics of FSSC,the four operational modes and the development trend.When starts to launch a FSSC,one should pay attention to the target of FSSC,quality management,process management,performance management and knowledge management,as well as the five major risks of FSSC.With reference for SLA of other industry,this paper introduces the general contents of SLA,and lifecycle management of SLA.Though the introduction of FSSC and SLA,this paper discusses the four key parts of SLA for FSSC,including service part,technical part,business part and quality part.Company D's financial services center was established in 2009 and is well operated.Its service level agreement has been developed over the years.In this paper,the framework and management of SLA in Company D is commented,based on the analysis of general FSSC's SLA.The conclusion of this thesis has some practical meaning.The FSSC of Company D is a typical FSSC which serves internal customer and is also an independent company.The analysis of Company D's SLA can provide reference for both other mainstream FSSC and some outsourcing FSSCs.