Document details

The relevance of accurate monitoring parameters in the context of EDPSC’s BPO contracts

Author(s): Sousa, Diogo

Date: 2018

Persistent ID: http://hdl.handle.net/10362/36364

Origin: Repositório Institucional da UNL

Subject(s): EDP; SLA; Accuracy; BPO; Domínio/Área Científica::Ciências Sociais::Economia e Gestão; Domínio/Área Científica::Ciências Sociais::Economia e Gestão; Domínio/Área Científica::Ciências Sociais::Economia e Gestão


Description

Given its strategic significance for EDPSC - a shared services company within EDP group - the collection process is outsourced to a third-party service provider. EDPSC focuses on management and control through a performance-based SLA defined as the ratio of bank transfers dully allocated to clients’ current accounts within two business days over the total bank transfers correctly allocated. The aforementioned SLA is conceptually biased as it neglects the service provider’s resolution rate. This paper upholds that by imposing a more complete SLA, combining both celerity and efficiency parameters, EDPSC can significantly reduce its trailing amount whilst marginally increasing costs.

Document Type Master thesis
Language English
Advisor(s) Eça, Afonso Fuzeta
Contributor(s) Sousa, Diogo
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