Service level commitments gain meaning only when the measurement is shared. The reporting obligation puts this sharing on a regular footing. However, the value of a report lies not in its size but in its usability: a report that is not read is only slightly more expensive than no report at all.
Definition of the obligation
It is agreed that the service provider will submit regular reports. The content and the frequency are written down. The obligation is defined.
Consistency with the indicators
The report contains the committed indicators. A different criterion makes the report meaningless. Consistency is required.
Volume information
The volume of work done in the period is shown. This information is also used in the tier calculation. The field is filled in.
On-time delivery rate
The share of jobs delivered on the promised date is given. Delays are listed with their causes. Transparency is preserved.
Feedback summary
The number and type of correction requests received are summarised. The trend becomes visible. The information is useful.
Root cause summary
Recurring findings and the measures taken are written down. The report becomes instructive. Its value increases.
Status of terminology work
Entries added to and changed in the term list are reported. The client sees the infrastructure growing. The contribution becomes visible.
Growth of the memory
The change in the match rate is reported. The saving is shown in concrete terms. The gain is measured.
Open matters
Queries awaiting an answer are listed. The bottleneck on the client's side becomes visible. The process speeds up.
Frequency of the report
A monthly or quarterly arrangement can be set up. A report that is too frequent is not read. A reasonable interval is chosen.
Length of the report
It is kept short and readable. A long report is filed without being read. Simplicity is preferred.
Standard format
The same format is repeated every period. This is what makes comparison possible. A template is used.
Source of the data
The record from which the figures come is stated. Verifiability is ensured. Trust is built.
Data from the client's side
Delays caused by the client appear in the report too. The table works both ways. The balance is preserved.
Review meeting
The report is read together at the periodic meeting. The decision is taken together. The process is kept alive.
Frequency of the meeting
The meeting can be held at the same interval as the report. Unnecessary frequency produces a burden. A balance is struck.
Confidentiality
Reports carry business information and are shared in a controlled way. Access is defined. The rule is applied.
Archiving
Reports are kept and used at contract renewal. The discussion is held with past data. The decision has a basis.
To whom the report is submitted
The department to which the report is sent is determined. With the wrong addressee the report goes unread. The address is written down.
The real function of the report
A good report, more than being an audit tool, sets up a shared field of view; when the two parties talk while looking at the same numbers, quality discussions move away from impressions and become a manageable matter. The aim is not control but alignment. The approach is a shared one.
Limits of legal information
What is described here is for information purposes and does not replace a legal opinion. The text is passed through the legal department before it is signed. The limit is stated.