Business Services Industry
Support Services: Service Level Agreements - Pre-defining the parameters.
Financial Times Mandate, September, 2005
One thing that both JPMorgan and Schroders agreed on when they called it a day on their troubled lift-out contract was that their "operating models are no longer sufficiently aligned to justify the continuation of the project".
"We had just gone in different directions as institutions," says Mark Austin, vice-president and head of strategy for JPMorgan Investor Services in Europe, Middle East and Africa.
Some would argue that not being able to cope with that gradual development was something that should have been caught by their service level agreements (SLA) and key performance indicators (KPI). While admittedly it was one of the first lift-outs, the two parties made errors like having two project teams which would be considered unthinkable within a...
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