The article considers modern approaches to the optimization of corporate operations. An integral part of the task is to analyze the business processes used in the company for the purpose of subsequent cost reduction. Within the framework of this article special attention is paid to the use of SLA metrics to assess and improve the quality of work. It is noted that the introduction of temporary accounting of the performance of individual operations will allow to assess the workload of employees, which in turn will lead to increased transparency of processes, the ability to predict the need for resources, reducing time costs through the introduction of automation tools to perform repetitive operations. The author proposes to use the accumulated statistical data of time accounting to build a predictive model, which can be used in planning, namely, to perform forecasting of task completion dates based on the data of previous periods. The author proposes a specific action plan that will not only solve the problems identified in the article, but will also contribute to the application of the concept of continuous improvement.