Eça, Afonso FuzetaSousa, Diogo Maria Amorim Bon de2018-05-102018-05-102018-01-16http://hdl.handle.net/10362/36364Given its strategic significance for EDPSC - a shared services company within EDP group - the collection process is outsourced to a third-party service provider. EDPSC focuses on management and control through a performance-based SLA defined as the ratio of bank transfers dully allocated to clients’ current accounts within two business days over the total bank transfers correctly allocated. The aforementioned SLA is conceptually biased as it neglects the service provider’s resolution rate. This paper upholds that by imposing a more complete SLA, combining both celerity and efficiency parameters, EDPSC can significantly reduce its trailing amount whilst marginally increasing costs.engEDPSLAAccuracyBPOmaster thesis201861658