Smarter business outcomes: Understanding humans, value and aligning contractual relationships SLA’s + KPI’s are incentivising the wrong behaviors in organisations today. They are not aligned to services, value propositions. Today we are becoming more and more aware of what drives value and so are our customers, even the ones who are not asking hard questions. We understand increasing pressure on cost is driving scrutiny and the need for greater transparency. Understanding drivers of value offers a real opportunity to create a lean environment where value is clear to provider and customer. It requires detailed understanding of what drives value in the organisation for all parties and mapping the functions to the services within the eco-system allowing for value based contract negotiations to drive efficiency in the business