Compliance-Oriented Process Maps and SLA Ontology to Facilitate Six Sigma Define Phase for SLA Compliance Processes

A key component of a services-based economy are the processes that establish and maintain compliance to Service Level Agreements (SLA). An SLA is a contract between a service provider and a customer that specifies the governing parameters of a service and the penalties for non-compliance. This paper presents a new methodology and conceptual tools to facilitate Six Sigma´s Define phase within the DMAIC approach. These tools are specifically designed for the Six Sigma approach to SLA compliance processes and can be applied to any SLA compliance process across industries. The newly introduced tools include an SLA Ontology and Compliance-Oriented Process Maps. SLA Ontology is a conceptual model of a SLA that guides the Define phase. Compliance-Oriented Maps draw a service-oriented view of the compliance process itself and use nineteen generic compliance services in order to arrive at SIPOC maps in a disciplined fashion.