Hi all,

 

If a team has completed a task out of SLA time (agreed with client), i am sure this will be considered as SLA breech, but will it anyway affect the quality score.

 

Please advice.

 

Regards,

Raghav

Dear Raghavendran,

 

SLA and Quality score... both are at agreement with client. I assume you refer SLA here as Turn around time. If the answer is Yes... let me explain the scenarios as below.

 

Customer went to a furniture shop and ordered 4 chairs. Shop keeper agreed to deliver the chairs at customer place within 4 hours.

Chairs arrived at customer place within 3 hours but one chair has a broken leg.

TAT met but Quality missed.

 

Customer went to a furniture shop and ordered 4 chairs. Shop keeper agreed to deliver the chairs at customer place within 4 hours.

Chairs arrived at customer place after 6 hours and all the chairs are with good condition.

TAT missed but Quality met.

 

Another example,

 

A hospital requested a blood bank to provide A+ blood within 1 hour. Blood bank sent blood within 45 mins but A- one.

TAT met but Quality missed.

 

A hospital requested a blood bank to provide A+ blood within 1 hour. Blood bank sent blood after 2hours as requested A+ one.

TAT missed but Quality met.

 

In first example, We are okay to have TAT missed but required good quality as there will not be any impact of few hours delay.

In second example, It is very critical to have both TAT and Quality as it will impact a life.

 

So... conclusion is its all depends upon your business/client what is important and how much it is important.

It does not mean that if you miss your TAT that will impact your quality score also.

Point to remember is Both are very important as a good product with delayed time is equal to a bad product within the timeline.

 

Hope I have answered your question.