Monash Memo - articles - 31 October 2001

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SLAs on the way for Monash

Three divisions will be the first at Monash to develop service statements that will become an integral part of service level agreements (SLAs) for the university's support services.

Information Technology Services (ITS), Facilities and Services (F&S) and Student and Staff Services (SSS) have each chosen one service area to be part of the pilot phase of the SLA project.

Their work will help develop processes and templates for use during the rollout of the project next year.

SLA project manager Ms Melany Blackwell from the Centre for Higher Education Quality (CHEQ) said the development of SLAs was a key component of both the strategic cost management project and the quality management framework.

"Service level agreements will support many of the university's strategic goals and objectives and will have an emphasis on customer service and quality," she said.

A generic service level agreement between support services and faculties will be developed during 2002.

Fully negotiated agreements will be put in place progressively in the following years.

For further information on the SLA project, email melany.blackwell@adm.monash.edu.au

Meeting to discuss the development of service statements for their areas were, back row, from left: Mr Terry Hogan (SSS), Mr Steve Pollard (SSS), Ms Ellen Sanders (SSS), Mr Bradley Williamson (F&S), Ms Jill McLachlan (F&S), Mr Brian Stark (F&S), Ms Janine Mazzini (SSS), Mr Andrew Treloar (ITS), Mr Steven White (ITS). Seated, from left: Ms Margo Hellyer (ITS), Ms Jill Dixon (quality adviser and SLA team member, CHEQ), Mr Evan Dukas (ITS), Ms Melany Blackwell (SLA project manager, CHEQ) and Ms Lindsay Macdonald (ITS).