The Service Level Agreement – we have all met it and been saved or suffered by it, mostly suffered I feel. It started life as a key mechanism in helping us all to get what we needed from the services we rely upon in our daily lives….BUT!!!
The SLA is not all it seems to be, it is the enemy of the ‘flow’ of activities that make things happen – it is the master that drives behaviour (ambulances off-loading patients to achieve targets, Councils doing fortnightly instead of weekly collections, GPs restricting booking times to only 24hrs in advance!).