{"id":37508,"date":"2023-12-08T23:37:07","date_gmt":"2023-12-08T23:37:07","guid":{"rendered":"https:\/\/masterskills.org\/blog\/service-level-agreements-sla-la-gi.html"},"modified":"2023-12-24T21:47:01","modified_gmt":"2023-12-24T14:47:01","slug":"service-level-agreements-sla-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/service-level-agreements-sla-la-gi.html","title":{"rendered":"Service Level Agreements (SLA) l\u00e0 g\u00ec?"},"content":{"rendered":"
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<\/strong><\/span><\/h2>\n

Sevice Level Agreement (SLA – t\u1ea1m d\u1ecbch l\u00e0 th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5) l\u00e0 cam k\u1ebft gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 \u0111\u00f3. Cam k\u1ebft n\u00e0y kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf kh\u00eda c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng, m\u00e0 c\u00f2n bao g\u1ed3m nh\u1eefng y\u1ebfu t\u1ed1 nh\u01b0 s\u1ed1 l\u01b0\u1ee3ng, t\u00ednh kh\u1ea3 d\u1ee5ng, tr\u00e1ch nhi\u1ec7m c\u1ee7a nh\u00e0 cung c\u1ea5p\u2026\u0111\u01b0\u1ee3c th\u1ecfa thu\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

L\u1ea5y m\u1ed9t v\u00ed d\u1ee5 \u0111\u01a1n gi\u1ea3n v\u1ec1 SLA nh\u01b0 sau: M\u1ed9t c\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed cam k\u1ebft s\u1ebd ho\u00e0n ti\u1ec1n v\u1eadn chuy\u1ec3n cho kh\u00e1ch h\u00e0ng n\u1ebfu d\u1ecbch v\u1ee5 giao h\u00e0ng nhanh c\u1ee7a h\u1ecd v\u01b0\u1ee3t qu\u00e1 2 ti\u1ebfng k\u1ec3 t\u1eeb th\u1eddi gian kh\u00e1ch \u0111\u1eb7t h\u00e0ng.<\/span><\/p>\n<\/p>\n

\u00a0Service Level Agreements (SLA)<\/em><\/span><\/strong><\/span><\/p>\n

<\/strong><\/span><\/h2>\n

SLA bao g\u1ed3m c\u00e1c th\u00e0nh ph\u1ea7n trong hai m\u1ea3ng: d\u1ecbch v\u1ee5 v\u00e0 qu\u1ea3n l\u00fd:<\/span><\/p>\n

<\/strong><\/span><\/h3>\n

– Nh\u1eefng chi ti\u1ebft c\u1ee5 th\u1ec3 v\u1ec1 d\u1ecbch v\u1ee5 m\u00e0 nh\u00e0 cung c\u1ea5p mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

– Ch\u1ec9 \u0111\u1ecbnh m\u1ee9c ti\u00eau chu\u1ea9n v\u1ec1 th\u1eddi gian \u00e1p d\u1ee5ng \u0111\u1ed1i v\u1edbi t\u1eebng c\u1ea5p b\u1eadc c\u1ee7a d\u1ecbch v\u1ee5.<\/span><\/p>\n

– Nh\u1eefng \u0111i\u1ec1u ki\u1ec7n nh\u1ea5t \u0111\u1ecbnh \u0111\u1ec3 c\u00e1c d\u1ecbch v\u1ee5 \u0111\u1ea3m b\u1ea3o mang t\u00ednh kh\u1ea3 d\u1ee5ng v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t nh\u1ea5t.<\/span><\/p>\n

– Cam k\u1ebft SLA c\u1ea7n ph\u1ea3i n\u00eau \u0111\u01b0\u1ee3c r\u00f5 r\u00e0ng c\u00e1c tr\u00e1ch nhi\u1ec7m c\u1ee7a nh\u1eefng b\u00ean tham gia v\u1ec1 th\u1ee7 t\u1ee5c, chi ph\u00ed.<\/span><\/p>\n

<\/strong><\/span><\/h3>\n

– SLA c\u1ea7n n\u00eau \u0111\u01b0\u1ee3c c\u00e1c c\u00e1ch th\u1ee9c \u0111\u1ec3 \u0111o l\u01b0\u1eddng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng c\u1ee7a c\u00e1c d\u1ecbch v\u1ee5.<\/span><\/p>\n

– Nh\u1eefng ti\u00eau chu\u1ea9n li\u00ean quan \u0111\u1ebfn d\u1ecbch v\u1ee5 c\u1ea7n \u0111\u01b0\u1ee3c cam k\u1ebft ngay t\u1eeb ban \u0111\u1ea7u.<\/span><\/p>\n

– Nh\u1eefng quy \u0111\u1ecbnh c\u1ee5 th\u1ec3 v\u1ec1 n\u1ed9i dung c\u00f9ng c\u00e1c b\u01b0\u1edbc \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 khi ph\u00e1t sinh, gi\u1ea3i quy\u1ebft c\u00e1c tranh ch\u1ea5p v\u00e0 b\u1ed3i th\u01b0\u1eddng thi\u1ec7t h\u1ea1i.<\/span><\/p>\n

– C\u1ea7n \u0111\u1ea3m b\u1ea3o c\u00e1c cam k\u1ebft lu\u00f4n ph\u1ea3i \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt khi kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u v\u1ec1 n\u00e2ng c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5.<\/span><\/strong><\/span>
<\/span><\/p>\n

<\/strong><\/span><\/h2>\n

Nhi\u1ec1u ng\u01b0\u1eddi th\u01b0\u1eddng nh\u1ea7m l\u1eabn SLA v\u1edbi KPI, tuy nghi\u00ean \u0111\u00e2y l\u00e0 hai kh\u00e1i ni\u1ec7m kh\u00e1c nhau:<\/span><\/p>\n

<\/strong><\/span><\/h3>\n

KPI th\u1ef1c ch\u1ea5t l\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u1ec3 \u0111o l\u01b0\u1eddng v\u1ec1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c ho\u1ea1t \u0111\u1ed9ng d\u1ecbch v\u1ee5, kinh doanh nh\u01b0 doanh thu, chi ph\u00ed qu\u1ea3ng c\u00e1o, \u2026 hay \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c c\u1ee7a m\u1ed7i nh\u00e2n vi\u00ean.<\/span><\/p>\n

<\/u><\/strong><\/p>\n

– KPI cho m\u1ed9t r\u1ea1p chi\u1ebfu phim s\u1ebd bao g\u1ed3m s\u1ed1 v\u00e9 m\u1ed7i ng\u00e0y b\u00e1n \u0111\u01b0\u1ee3c, doanh thu m\u1ed7i ng\u00e0y, chi ph\u00ed mua\/ho\u1eb7c \u0111\u1ea7u t\u01b0 v\u00e0o phim, chi ph\u00ed nh\u00e2n vi\u00ean v\u00e0 ng\u00e2n s\u00e1ch qu\u1ea3ng c\u00e1o.<\/span><\/p>\n

– KPI c\u1ee7a m\u1ed9t nh\u00e2n vi\u00ean \u0111\u00f3ng gi\u00e0y l\u00e0 s\u1ed1 l\u01b0\u1ee3ng gi\u00e0y m\u00e0 nh\u00e2n vi\u00ean \u0111\u00f3 th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c trong m\u1ed9t gi\u1edd, m\u1ed9t ng\u00e0y, \u2026<\/span><\/p>\n

<\/strong><\/span><\/h3>\n

Nh\u01b0 \u0111\u00e3 gi\u1ea3i th\u00edch \u1edf tr\u00ean, SLA l\u00e0 cam k\u1ebft gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi nh\u00e0 cung c\u1ea5p v\u00e0 SLA s\u1eed d\u1ee5ng KPI nh\u01b0 l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u1ec3 h\u1ed7 tr\u1ee3 cho vi\u1ec7c \u0111\u00e1nh gi\u00e1.<\/span><\/strong><\/span>
<\/span><\/p>\n

<\/strong><\/span><\/h2>\n

V\u1edbi c\u00e1c kh\u00e1i ni\u1ec7m v\u1ec1 SLA k\u1ec3 tr\u00ean, h\u1eb3n m\u1ecdi ng\u01b0\u1eddi c\u0169ng th\u1eafc m\u1eafc t\u1ea1i sao SLA l\u1ea1i l\u00e0 xu th\u1ebf t\u1ea5t y\u1ebfu trong qu\u1ea3n l\u00fd d\u1ecbch v\u1ee5 ng\u00e0y nay. Sau \u0111\u00e2y, ch\u00fang ta h\u00e3y c\u00f9ng li\u1ec7t k\u00ea m\u1ed9t s\u1ed1 l\u1ee3i \u0111i\u1ec3m m\u00e0 SLA mang l\u1ea1i:<\/span><\/p>\n

<\/strong><\/span><\/h3>\n

SLA l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 c\u00f9ng \u0111\u1eb7t ra c\u00e1c nguy\u00ean t\u1eafc r\u00f5 r\u00e0ng v\u00e0 c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c, gi\u00fap m\u1ecdi ti\u00eau chu\u1ea9n tr\u1edf n\u00ean minh b\u1ea1ch tr\u00ean \u201cgi\u1ea5y tr\u1eafng m\u1ef1c \u0111en\u201d.<\/span><\/p>\n

2. Cung c\u1ea5p quy\u1ec1n truy \u0111\u00f2i cho c\u00e1c ngh\u0129a v\u1ee5 d\u1ecbch v\u1ee5 ch\u01b0a \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng<\/strong><\/span><\/h3>\n

T\u1eeb nh\u1eefng v\u0103n b\u1ea3n cam k\u1ebft v\u1ec1 SLA, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 truy \u0111\u00f2i c\u00e1c ngh\u0129a v\u1ee5 d\u1ecbch v\u1ee5 ch\u01b0a \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng b\u1edfi nh\u00e0 cung c\u1ea5p c\u0169ng nh\u01b0 c\u00e1c kho\u1ea3n ph\u1ea1t \u0111\u00e3 \u0111\u01b0\u1ee3c \u0111\u1ec1 c\u1eadp trong h\u1ee3p \u0111\u1ed3ng n\u1ebfu SLA b\u1ecb vi ph\u1ea1m.<\/span><\/p>\n

<\/strong><\/span><\/h3>\n

Nh\u01b0 m\u1ed9t h\u1ec7 qu\u1ea3 t\u1eeb hai nguy\u00ean nh\u00e2n tr\u00ean, kh\u00e1ch h\u00e0ng s\u1ebd lu\u00f4n c\u1ea3m th\u1ea5y tho\u1ea3i m\u00e1i v\u00e0 y\u00ean t\u00e2m khi bi\u1ebft nh\u1eefng gi\u00e1 tr\u1ecb m\u00ecnh b\u1ecf ra \u0111\u1ec3 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 s\u1ebd lu\u00f4n \u0111\u01b0\u1ee3c b\u1ea3o v\u1ec7.<\/span><\/p>\n

<\/strong><\/span><\/h3>\n

N\u1ebfu kh\u00f4ng c\u00f3 \u00e1p l\u1ef1c \u0111\u1ee7 l\u1edbn th\u00ec kim c\u01b0\u01a1ng kh\u00f4ng xu\u1ea5t hi\u1ec7n m\u00e0 ch\u1ec9 c\u00f3 than v\u00e0 c\u00e1c h\u00ecnh d\u1ea1ng kh\u00e1c c\u1ee7a cacbon. SLA \u0111em l\u1ea1i t\u00ednh c\u1ea1nh tranh c\u00f4ng b\u1eb1ng gi\u1eefa c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 khi \u0111em so s\u00e1nh c\u00e1c ti\u00eau chu\u1ea9n m\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd mang l\u1ea1i.<\/span><\/p>\n

<\/u><\/strong> C\u00f3 hai c\u00f4ng ty v\u1eadn chuy\u1ec3n h\u00e0ng h\u00f3a:<\/span><\/p>\n

C\u00f4ng ty A v\u1edbi nhi\u1ec1u g\u00f3i v\u1eadn chuy\u1ec3n kh\u00e1c nhau:<\/span><\/p>\n\n\n\n\n\n\n
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G\u00f3i chuy\u1ec3n ph\u00e1t (\u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m c\u00f3 kh\u1ed1i l\u01b0\u1ee3ng t\u1eeb 1kg \u0111\u1ebfn 2kg<\/span><\/p>\n<\/td>\n

\n

Th\u1eddi gian h\u00e0ng h\u00f3a s\u1ebd \u0111\u01b0\u1ee3c v\u1eadn chuy\u1ec3n t\u1eeb H\u00e0 N\u1ed9i v\u00e0o H\u1ed3 Ch\u00ed Minh<\/p>\n<\/td>\n

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Chi Ph\u00ed<\/p>\n<\/td>\n<\/tr>\n

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G\u00f3i \u201cChuy\u1ec3n ph\u00e1t h\u1ecfa t\u1ed1c, h\u1eb9n gi\u1edd\u201d<\/span><\/p>\n<\/td>\n

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h\u00e0ng h\u00f3a s\u1ebd \u0111\u01b0\u1ee3c v\u1eadn chuy\u1ec3n t\u1edbi \u0111\u1ecba \u0111i\u1ec3m \u0111\u00edch v\u1edbi th\u1eddi gian th\u1ecfa thu\u1eadn trong ng\u00e0y<\/span><\/p>\n<\/td>\n

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150,000 VN\u0110<\/span><\/p>\n

\u00a0<\/span><\/p>\n<\/td>\n<\/tr>\n

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G\u00f3i \u201cChuy\u1ec3n ph\u00e1t nhanh\u201d<\/span><\/p>\n<\/td>\n

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2 ng\u00e0y<\/span><\/p>\n<\/td>\n

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60,000 VN\u0110<\/span><\/p>\n<\/td>\n<\/tr>\n

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G\u00f3i \u201cChuy\u1ec3n ph\u00e1t ti\u1ebft ki\u1ec7m\u201d<\/span><\/p>\n<\/td>\n

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4 ng\u00e0y<\/span><\/p>\n<\/td>\n

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30,000 VN\u0110<\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

V\u00e0 c\u00f4ng ty cam k\u1ebft s\u1ebd b\u1ed3i th\u01b0\u1eddng 50% ph\u00ed v\u1eadn chuy\u1ec3n n\u1ebfu giao h\u00e0ng tr\u1ec5 tr\u1eeb 1 \u0111\u1ebfn 2 ng\u00e0y v\u00e0 b\u1ed3i th\u01b0\u1eddng 100% ph\u00ed v\u00e2n chuy\u1ec3n n\u1ebfu giao h\u00e0ng tr\u1ec5 t\u1eeb 3 ng\u00e0y tr\u1edf l\u00ean (kh\u00f4ng v\u00ec c\u00e1c y\u1ebfu t\u1ed1 kh\u00e1ch quan nh\u01b0 thi\u00ean tai, l\u0169 l\u1ee5t) v\u00e0 b\u1ed3i th\u01b0\u1eddng 100% gi\u00e1 tr\u1ecb m\u00f3n h\u00e0ng b\u1ecb th\u1ea5t l\u1ea1c ho\u1eb7c h\u01b0 h\u1ecfng trong qu\u00e1 tr\u00ecnh v\u1eadn chuy\u1ec3n.<\/span><\/p>\n

C\u00f4ng ty B c\u0169ng c\u00f3 c\u00e1c g\u00f3i v\u1eadn chuy\u1ec3n t\u01b0\u01a1ng t\u1ef1 nh\u01b0ng kh\u00f4ng c\u00f3 cam k\u1ebft ho\u00e0n ti\u1ec1n khi h\u00e0ng giao tr\u1ec5. (Ch\u1ec9 b\u1ed3i th\u01b0\u1eddng khi h\u00e0ng h\u00f3a b\u1ecb th\u1ea5t l\u1ea1c ho\u1eb7c h\u01b0 h\u1ecfng trong qu\u00e1 tr\u00ecnh v\u1eadn chuy\u1ec3n.)<\/span><\/p>\n

So s\u00e1nh v\u1ec1 m\u1ee9c \u0111\u1ed9 cung c\u1ea5p d\u1ecbch v\u1ee5 gi\u1eefa hai c\u00f4ng ty tr\u00ean th\u00ec h\u1eb3n l\u00e0 c\u00f4ng ty B s\u1ebd m\u1ea5t m\u1ed9t l\u01b0\u1ee3ng l\u1edbn kh\u00e1ch h\u00e0ng v\u00e0o tay c\u00f4ng ty A khi kh\u00f4ng \u0111\u1ea3m b\u1ea3o \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/span><\/strong><\/span><\/p>\n

<\/strong><\/span><\/h3>\n

SLA \u0111\u00f3ng vai tr\u00f2 ki\u1ec3m so\u00e1t ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 hi\u1ec7u su\u1ea5t d\u1ecbch v\u1ee5 c\u1ee7a d\u1ef1 \u00e1n sau khi d\u1ef1 \u00e1n \u0111\u00f3 ho\u00e0n t\u1ea5t v\u00e0 \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o s\u1eed d\u1ee5ng. Trong \u0111i\u1ec1u ki\u1ec7n l\u00fd t\u01b0\u1edfng, m\u1ed9t SLA hi\u1ec7u qu\u1ea3 ph\u1ea3i ph\u1ea3n \u00e1nh c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u1ecbnh h\u01b0\u1edbng kinh doanh, bao g\u1ed3m nh\u1eefng th\u1ee9 nh\u01b0 x\u1eed l\u00fd giao d\u1ecbch, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, \u2026<\/p>\n

V\u00ed d\u1ee5:<\/u><\/strong> M\u1ed9t c\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1ef1 tri\u1ec3n khai d\u1ef1 \u00e1n s\u1eed d\u1ee5ng tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) thay th\u1ebf cho nh\u1eefng t\u1ed5ng \u0111\u00e0i vi\u00ean \u1edf b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Sau khi d\u1ef1 \u00e1n \u0111\u01b0\u1ee3c ho\u00e0n th\u00e0nh v\u00e0 \u0111\u01b0a v\u00e0o s\u1eed d\u1ee5ng th\u1ef1c t\u1ebf, qu\u1ea3n l\u00fd c\u1ee7a b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng d\u1ef1a v\u00e0o c\u00e1c b\u00e1o c\u00e1o SLA \u0111\u1ec3 so s\u00e1nh m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 c\u1ee7a AI so v\u1edbi cam k\u1ebft trong h\u1ee3p \u0111\u1ed3ng theo c\u00e1c ti\u00eau ch\u00ed nh\u01b0:<\/p>\n

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  • Ph\u1ea7n tr\u0103m cu\u1ed9c g\u1ecdi ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng ch\u1eadm (kh\u00e1ch h\u00e0ng \u0111\u1ee3i qu\u00e1 1 ph\u00fat v\u1eabn ch\u01b0a c\u00f3 AI t\u01b0\u01a1ng t\u00e1c)<\/li>\n
  • Ph\u1ea7n tr\u0103m cu\u1ed9c g\u1ecdi gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng ch\u1eadm (cu\u1ed9c g\u1ecdi k\u00e9o d\u00e0i qu\u00e1 30 ph\u00fat)<\/li>\n<\/ul>\n

    N\u1ebfu AI kh\u00f4ng \u0111\u1ea3m b\u1ea3o \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 nh\u01b0 cam k\u1ebft trong h\u1ee3p \u0111\u1ed3ng c\u1ee7a d\u1ef1 \u00e1n, ph\u00eda c\u00f4ng ty c\u00f3 th\u1ec3 y\u00eau c\u1ea7u nh\u00f3m ph\u00e1t tri\u1ec3n ph\u1ea7n m\u1ec1m c\u1ee7ng c\u1ed1 l\u1ea1i h\u1ec7 th\u1ed1ng AI hi\u1ec7n t\u1ea1i. N\u1ebfu m\u1ecdi cam k\u1ebft trong h\u1ee3p \u0111\u1ed3ng \u0111\u01b0\u1ee3c th\u1ecfa m\u00e3n, c\u00f4ng ty c\u00f3 th\u1ec3 ngh\u0129 \u0111\u1ebfn nh\u1eefng c\u1ea3i ti\u1ebfn h\u1ec7 th\u1ed1ng sao cho mang l\u1ea1i tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng h\u01a1n n\u1eefa.
    <\/span><\/p>\n

    <\/strong><\/span><\/h2>\n

    V\u1ec1 l\u00fd thuy\u1ebft, c\u00e1c kh\u00e1i ni\u1ec7m tr\u00ean nghe c\u00f3 v\u1ebb \u0111\u01a1n gi\u1ea3n. Tuy nhi\u00ean, trong th\u1ef1c t\u1ebf, c\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng m\u1eafc ph\u1ea3i m\u1ed9t ho\u1eb7c nhi\u1ec1u kh\u00f3 kh\u0103n sau:<\/span><\/p>\n

    <\/strong><\/span><\/h3>\n

    Nhi\u1ec1u nh\u00e0 qu\u1ea3n l\u00fd g\u1eb7p kh\u00f3 kh\u0103n \u0111\u1ec3 theo d\u00f5i SLA v\u00ec ph\u1ea3i tr\u00edch xu\u1ea5t r\u1ea5t nhi\u1ec1u d\u1eef li\u1ec7u th\u00f4 v\u00e0 s\u1eed d\u1ee5ng nhi\u1ec1u c\u00f4ng th\u1ee9c Excel ph\u1ee9c t\u1ea1p. Th\u00eam v\u00e0o \u0111\u00f3, SLA th\u01b0\u1eddng \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf c\u00e1ch t\u00ednh to\u00e1n chi ti\u1ebft cho t\u1eebng ban ng\u00e0nh li\u00ean quan n\u00ean kh\u00f3 thay \u0111\u1ed5i khi c\u1ea7n thi\u1ebft.<\/span><\/p>\n

    2. SLA kh\u00f4ng ph\u1ea3i l\u00fac n\u00e0o c\u0169ng ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c \u01b0u ti\u00ean c\u1ee7a doanh nghi\u1ec7p<\/strong><\/span><\/h3>\n

    SLA th\u01b0\u1eddng hi\u1ebfm khi thay \u0111\u1ed5i k\u1ecbp v\u1edbi t\u1ed1c \u0111\u1ed9 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p v\u00ec SLA mang t\u00ednh k\u1ebf th\u1eeba. Ph\u1ea3i c\u00f3 m\u1ed9t chu\u1ea9n m\u1ef1c \u0111\u01b0\u1ee3c \u0111\u01b0a ra t\u1eeb kinh nghi\u1ec7m tr\u01b0\u1edbc \u0111\u00f3 \u0111\u1ec3 c\u00e1c c\u00f4ng th\u1ee9c \u0111o l\u01b0\u1eddng c\u00f3 th\u1ec3 d\u1ef1a theo. V\u00ed d\u1ee5 nh\u01b0 ph\u1ee5c h\u1ed3i l\u1ea1i internet c\u1ee7a m\u1ed9t c\u00f4ng ty khi c\u00f3 s\u1ef1 c\u1ed1 x\u1ea3y ra m\u1ea5t trung b\u00ecnh bao nhi\u00eau th\u1eddi gian, m\u1ea5t bao l\u00e2u \u0111\u1ec3 t\u1ea1o email v\u00e0 c\u00e1c t\u00e0i kho\u1ea3n c\u1ea7n thi\u1ebft cho ng\u01b0\u1eddi m\u1edbi v\u00e0o c\u00f4ng ty.<\/span><\/p>\n

    <\/strong><\/span><\/h3>\n

    C\u00e1c b\u1ea3n b\u00e1o c\u00e1o thi\u1ebfu linh ho\u1ea1t c\u1ee7a SLA s\u1ebd kh\u00f4ng l\u00e0m n\u1ed5i b\u1eadt \u0111\u01b0\u1ee3c \u0111i\u1ec1u m\u00e0 c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd c\u1ea7n th\u1ea5y \u0111\u1ec3 t\u00ecm ra h\u01b0\u1edbng c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5.<\/span><\/strong><\/span>
    <\/span><\/p>\n

    <\/strong><\/span><\/h2>\n

    Tr\u01b0\u1edbc nh\u1eefng th\u00e1ch th\u1ee9c k\u1ec3 tr\u00ean, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng quy tr\u00ecnh b\u00ean d\u01b0\u1edbi \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u00f4 h\u00ecnh qu\u1ea3n l\u00fd SLA hi\u1ec7u qu\u1ea3:<\/span><\/p>\n

    1. \u0110\u1eb7t ra c\u00e1c ti\u00eau chu\u1ea9n c\u01a1 b\u1ea3n:<\/strong><\/span><\/h3>\n

    D\u1ef1a tr\u00ean nh\u1eefng ho\u1ea1t \u0111\u1ed9ng hi\u1ec7n t\u1ea1i \u0111\u00e3 c\u00f3 t\u1eeb tr\u01b0\u1edbc \u0111\u1ec3 \u0111\u1eb7t ra c\u00e1c ti\u00eau chu\u1ea9n c\u01a1 b\u1ea3n m\u00e0 ta c\u1ea7n \u0111\u1ec3 thi\u1ebft l\u1eadp SLA.<\/span><\/p>\n

    2. L\u1ea5y \u00fd ki\u1ebfn kh\u00e1ch quan<\/strong><\/span><\/h3>\n

    L\u1ea5y kh\u1ea3o s\u00e1t ho\u1eb7c \u00fd ki\u1ebfn tr\u1ef1c ti\u1ebfp t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec3 bi\u1ebft c\u00e1i n\u00e0o ch\u00fang ta \u0111ang l\u00e0m t\u1ed1t v\u00e0 nh\u1eefng m\u1eb7t n\u00e0o c\u1ea7n c\u1ea3i thi\u1ec7n.<\/span><\/p>\n

    <\/strong><\/span><\/h3>\n

    T\u1eeb nh\u1eefng ti\u00eau chu\u1ea9n c\u01a1 b\u1ea3n v\u00e0 \u00fd ki\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng \u1edf hai b\u01b0\u1edbc tr\u00ean, ta x\u00e2y d\u1ef1ng m\u1ed9t b\u1ea3n nh\u00e1p c\u1ee7a SLA: t\u1eadp trung v\u00e0o lo\u1ea1i b\u1ecf c\u00e1c d\u1ecbch v\u1ee5 d\u01b0 th\u1eeba kh\u00f4ng c\u1ea7n quan t\u00e2m \u0111\u1ebfn, th\u00eam v\u00e0o nh\u1eefng d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng h\u01a1n v\u00e0 mang l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb h\u01a1n cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/span><\/p>\n

    4. Th\u1ef1c hi\u1ec7n theo quy m\u00f4 t\u1eeb nh\u1ecf \u0111\u1ebfn l\u1edbn<\/strong><\/span><\/h3>\n

    B\u1ea1n s\u1ebd kh\u00f4ng bi\u1ebft b\u1ea3n nh\u00e1p SLA \u1edf b\u01b0\u1edbc 3 c\u00f3 th\u1ef1c s\u1ef1 hi\u1ec7u qu\u1ea3 tr\u1eeb khi \u1ee9ng d\u1ee5ng n\u00f3 v\u00e0o th\u1ef1c ti\u1ec5n. H\u00e3y b\u1eaft \u0111\u1ea7u v\u1edbi quy m\u00f4 nh\u1ecf v\u00e0 d\u1ea7n m\u1edf r\u1ed9ng ra n\u1ebfu b\u1ea3n nh\u00e1p c\u1ee7a SLA \u0111\u00f3 th\u1eadt s\u1ef1 mang l\u1ea1i s\u1ef1 hi\u1ec7u qu\u1ea3. Ng\u01b0\u1ee3c l\u1ea1i, ta c\u00f3 th\u1ec3 quay l\u1ea1i b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean v\u00e0 th\u1ef1c hi\u1ec7n l\u1ea1i. Vi\u1ec7c kh\u00f4ng ng\u1eebng c\u1ee7ng c\u1ed1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 s\u1ebd t\u1ea1o ra s\u1ef1 ph\u00e1t tri\u1ec3n t\u00edch c\u1ef1c v\u00e0 chuy\u00ean nghi\u1ec7p cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh.<\/span><\/strong><\/span>
    <\/span><\/p>\n

    <\/strong><\/span><\/h2>\n

    <\/strong><\/span><\/h3>\n

    S\u1eed d\u1ee5ng c\u00e1c quy \u01b0\u1edbc \u0111\u1eb7t t\u00ean SLA th\u1eadt \u0111\u01a1n gi\u1ea3n \u0111\u1ec3 nh\u1eefng nh\u00e2n vi\u00ean c\u00f3 li\u00ean quan \u0111\u1ebfn SLA \u0111\u00f3 c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng hi\u1ec3u nh\u1eefng ti\u00eau chu\u1ea9n n\u00e0o \u0111ang \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng \u0111\u1ec3 tu\u00e2n theo hay kh\u1eafc ph\u1ee5c khi c\u1ea7n thi\u1ebft.<\/span><\/p>\n

    <\/u><\/strong> V\u1edbi c\u00e1c nh\u00e2n vi\u00ean tr\u1ef1c t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, h\u1ecd c\u00f3 y\u00eau c\u1ea7u v\u1ec1 SLA \u201cph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng\u201d kh\u00f4ng cho ph\u00e9p \u0111i\u1ec7n tho\u1ea1i reo v\u00e0 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd qu\u00e1 30 gi\u00e2y v\u00e0 SLA \u201cgi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1\u201d c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng qu\u00e1 10 ph\u00fat. Khi nh\u00ecn v\u00e0o c\u00e1c c\u00f4ng c\u1ee5 theo d\u00f5i SLA, t\u00ean c\u1ee7a c\u00e1c SLA n\u00ean \u0111\u01b0\u1ee3c \u0111\u1eb7t \u0111\u01a1n gi\u1ea3n nh\u01b0 \u201cSLA ph\u1ea3n h\u1ed3i – 30 gi\u00e2y\u201d v\u00e0 \u201cSLA gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 – 10 ph\u00fat\u201d<\/span><\/p>\n

    <\/strong><\/span><\/h3>\n

    S\u1ebd l\u00e0 b\u1ea5t c\u00f4ng cho c\u00e1c nh\u00e2n vi\u00ean cung c\u1ea5p m\u1ed9t d\u1ecbch v\u1ee5 khi th\u1eddi gian gi\u1ea3i quy\u1ebft m\u1ed9t vi\u1ec7c n\u00e0o \u0111\u00f3 v\u1eabn \u0111\u01b0\u1ee3c t\u00ednh cho h\u1ecd khi h\u1ecd \u0111\u00e3 ho\u00e0n th\u00e0nh nhi\u1ec7m v\u1ee5 v\u00e0 \u0111ang \u0111\u1ee3i h\u00e0nh \u0111\u1ed9ng t\u1eeb ph\u00eda kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    <\/u><\/strong> SLA ph\u1ea3i \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 kh\u00f4ng t\u00ecnh th\u1eddi gian sau khi m\u1ed9t nh\u00e2n vi\u00ean giao h\u00e0ng \u0111\u00e3 mang h\u00e0ng \u0111\u1ebfn cho kh\u00e1ch v\u00e0 \u0111ang cho h\u1ecd ki\u1ec3m h\u00e0ng v\u00e0 x\u00e1c nh\u1eadn.<\/span><\/p>\n

    <\/strong><\/span><\/h3>\n

    Thay v\u00ec thi\u1ebft l\u1eadp SLA ph\u1ee9c t\u1ea1p, s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn k\u1ebft qu\u1ea3 c\u1ee7a b\u00e1o c\u00e1o, ta c\u1ea7n chia nh\u1ecf SLA th\u00e0nh nhi\u1ec1u ph\u1ea7n nh\u1ecf \u0111\u01a1n gi\u1ea3n v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n, \u0111\u1ecbnh r\u00f5 tr\u00e1ch nhi\u1ec7m ri\u00eang bi\u1ec7t c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn kh\u00e1c nhau.<\/span><\/p>\n

    <\/u><\/strong> V\u1edbi m\u1ed9t c\u00f4ng ty th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, thay v\u00ec 1 SLA cho to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh t\u1eeb khi kh\u00e1ch h\u00e0ng \u0111\u1eb7t h\u00e0ng cho \u0111\u1ebfn l\u00fac giao h\u00e0ng t\u1eadn tay h\u1ecd. Ta c\u00f3 th\u1ec3 thi\u1ebft l\u1eadp nh\u1eefng SLA nh\u01b0 sau:<\/span><\/p>\n\n\n\n\n\n\n
    \n

    T\u00ean SLA<\/strong><\/p>\n<\/td>\n

    		\n

    Ng\u01b0\u1eddi ch\u1ecbu tr\u00e1ch nhi\u1ec7m<\/strong><\/p>\n<\/td>\n

    		\n

    Th\u1eddi gian c\u1ea7n ph\u1ea3i ho\u00e0n th\u00e0nh nhi\u1ec7m v\u1ee5 (kh\u00f4ng v\u01b0\u1ee3t qu\u00e1 th\u1eddi gian n\u00e0y)<\/strong><\/p>\n<\/td>\n

    		\n

    Th\u1eddi gian t\u00ednh SLA<\/strong><\/p>\n<\/td>\n<\/tr>\n

    \n

    SLA x\u00e1c nh\u1eadn \u0111\u01a1n h\u00e0ng \u2013 15 ph\u00fat<\/span><\/p>\n<\/td>\n

    		\n

    Nh\u00e2n vi\u00ean ki\u1ec3m kho<\/span><\/p>\n<\/td>\n

    		\n

    15 ph\u00fat k\u1ec3 t\u1eeb khi kh\u00e1ch h\u00e0ng \u0111\u1eb7t h\u00e0ng th\u00e0nh c\u00f4ng<\/span><\/p>\n<\/td>\n

    		\n

    24×7<\/span><\/p>\n<\/td>\n<\/tr>\n

    \n

    SLA \u0111\u00f3ng g\u00f3i \u2013 30 ph\u00fat<\/span><\/p>\n<\/td>\n

    		\n

    Nh\u00e2n vi\u00ean \u0111\u00f3ng g\u00f3i<\/span><\/p>\n<\/td>\n

    		\n

    30 ph\u00fat k\u1ec3 t\u1eeb khi \u0111\u01a1n h\u00e0ng \u0111\u01b0\u1ee3c x\u00e1c nh\u1eadn c\u00f2n h\u00e0ng trong kho b\u1edfi nh\u00e2n vi\u00ean ki\u1ec3m kho<\/span><\/p>\n<\/td>\n

    		\n

    8:00 gi\u1edd \u0111\u1ebfn 22:00 gi\u1edd t\u1eeb th\u1ee9 2 \u0111\u1ebfn th\u1ee9 7<\/span><\/p>\n

    8:00 gi\u1edd \u0111\u1ebfn 17:00 gi\u1edd ng\u00e0y Ch\u1ee7 Nh\u1eadt<\/span><\/p>\n<\/td>\n<\/tr>\n

    \n

    SLA v\u1eadn chuy\u1ec3n (d\u1ecbch v\u1ee5 chuy\u1ec3n ph\u00e1t nhanh) \u2013 90 ph\u00fat<\/span><\/p>\n<\/td>\n

    		\n

    Nh\u00e2n vi\u00ean v\u1eadn chuy\u1ec3n<\/span><\/p>\n<\/td>\n

    		\n

    90 ph\u00fat k\u1ec3 t\u1eeb khi nh\u00e2n vi\u00ean \u0111\u00f3ng g\u00f3i ho\u00e0n th\u00e0nh vi\u1ec7c \u0111\u00f3ng g\u00f3i m\u00f3n h\u00e0ng<\/span><\/p>\n<\/td>\n

    		\n

    8:00 gi\u1edd \u0111\u1ebfn 22:00 gi\u1edd t\u1eeb th\u1ee9 2 \u0111\u1ebfn th\u1ee9 7<\/span><\/p>\n

    8:00 gi\u1edd \u0111\u1ebfn 17:00 gi\u1edd ng\u00e0y Ch\u1ee7 Nh\u1eadt<\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n


    <\/span><\/p>\n

    Nh\u00f3m t\u00e1c gi\u1ea3<\/strong> <\/span><\/p>\n

    <\/strong> (Snr. Business Analyst, PSM I) <\/span><\/p>\n

    <\/strong> (Snr. Software Engineer) <\/span><\/p>\n

    <\/strong> (PMP, PSM I, ITIL v3)<\/span><\/p>\n

    <\/p>\n<\/p>\n

    Product Backlog l\u00e0 g\u00ec? C\u00f3 quan h\u1ec7 nh\u01b0 th\u1ebf n\u00e0o v\u1edbi WBS<\/p>\n

    B\u1ea3n tuy\u00ean ng\u00f4n Agile – l\u1ecbch s\u1eed h\u00ecnh th\u00e0nh Agile<\/p>\n

    12 nguy\u00ean t\u1eafc c\u1ee7a Agile<\/p>\n

    Trong d\u1ef1 \u00e1n Agile, c\u00f4ng vi\u1ec7c \u01b0\u1edbc t\u00ednh c\u00f3 th\u1eadt s\u1ef1 c\u1ea7n thi\u1ebft?<\/p>\n

    \u00a0<\/span><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

    Sevice Level Agreement (SLA – t\u1ea1m d\u1ecbch l\u00e0 th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5) l\u00e0 cam k\u1ebft gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 \u0111\u00f3. Cam k\u1ebft n\u00e0y kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf kh\u00eda c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng, m\u00e0 c\u00f2n bao g\u1ed3m nh\u1eefng y\u1ebfu t\u1ed1 nh\u01b0 s\u1ed1 l\u01b0\u1ee3ng, t\u00ednh […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[250],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37508"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=37508"}],"version-history":[{"count":2,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37508\/revisions"}],"predecessor-version":[{"id":69232,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/37508\/revisions\/69232"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=37508"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=37508"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=37508"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}