Skip to main content

Experience Level Agreement - XLA

 Experience Level Agreement - XLA:

What Is an Experience Level Agreement (XLA)?

  • XLAs are a relatively new approach to service level agreements (SLAs).
  • Unlike traditional SLAs that focus on metrics like response time and availability, XLAs prioritize the customer or employee experience and business impact.
  • While SLAs measure specific processes or activities, XLAs assess the overall impact of customer-facing activities on end-users or their businesses.
  • XLAs aim to answer whether user productivity was enhanced and if the experience improved.

SLAs measure the process or the completing of an objective. XLAs, on the other hand, measure the outcome and the value of the service provided.

Steps to create XLA:

Step 1: Define Clear Objectives

Step 2: Identify Key Customer Touchpoints

Step 3: Define Measurable Metrics (customer satisfaction score /  net promoter score / customer effort score)

Step 4: Establish Baseline Performance

Step 5: Collaborate with Stakeholders

Step 6: Set Attainable Targets

Step 7: Design Rewards and Consequences

Step 8: Monitor and Measure Progress

Step 9: Continuously Improve

Step 10: Communicate and Educate

Customer feedback is the primary measure used in XLAs. That's why most digital service providers will ask for a 1 to 5-star rating at the end of each request or issue: to check the level of customer satisfaction. Other XLA measurements include business metrics that measure outcomes, such as job completion times/rate.

What are some challenges in implementing effective XLAs?

  • Organizations may resist transitioning from traditional Service Level Agreements (SLAs) to XLAs due to familiarity with the former.
  • Ensuring consistent positive experiences across diverse user groups is challenging.
  • Companies worry about how XLAs might affect penalties.
  • Balancing user experience improvements with business impact is crucial.



Comments

Post a Comment

Popular posts from this blog

Certified Enterprise Architect Professional (CEAP) - Module 5 - Architecture Frameworks

Architecture Frameworks: An Architecture Framework is a theoretical structure that has the purpose of developing, executing, and maintaining an Enterprise Architecture. Advantages of EA framework: Simplify Breaks down areas of the business process Organise business components and create and identify relationships between business Determine the scope Customization in the existing framework Disadvantages of EA framework: Need to follow process Provides only direction and not information It's based on goal and objective Need creativity and proactive thinking Zachman Framework: The Zachman Framework is a widely used model in Enterprise Architecture (EA) that provides a structured way to classify and organize an organization's information infrastructure by defining different perspectives from various stakeholders, allowing for a holistic view of the enterprise and facilitating alignment between business needs and technology solutions; essentially acting as a template to organize arc...
Post a Comment
Read more

Delivering a project within budget

 Here are some tips for delivering a project within budget: Set a realistic budget Define the project's scope and necessary resources, and create a budget that's realistic. Cost estimate Segment the project into smaller tasks and milestones to plan how to use resources and provide clarity. Divide the project plan Break down the project into tasks to avoid late deliverables and over-budget projects. Monitor progress Regularly track the project's progress to identify and prevent cost overruns. Use progress reports to compare actual costs to the budget. Anticipate and revise changes Communicate with stakeholders to identify and assess risks, and assign owners to each risk. Consider different scenarios Estimation can be difficult for complex projects with many potential outcomes. Tracking: Tracking time spent on tasks, Tracking expenses per project, and Using project management software. Use Historical Data Your project is likely not the first to try and accomplish a specific o...
Post a Comment
Read more

Product Manager vs Product Owner

Both the product manager and the product owner work towards a common goal, to build and improve products that create meaningful value for customers and all stakeholders within the company. This usually happens by delivering and optimizing product features. Product Manager Product Owner The product manager discovers what users need, prioritizes what to build next, and rallies the team around a product roadmap. The product owner is responsible for maximizing the value of the product by creating and managing the product backlog. This person creates user stories for the development team and communicates the voice of the customer in the Scrum process.      Product Manager and Product Owner's work on below vacuum. Product manager focus on: Business Strategy Long term Product Vision Long term Product Strategy Product Roadmap Alignment with Product Owner Product owner focus on: Release Plan (Product Backlog ie: ...
Post a Comment
Read more