Service level agreements: measuring cost and quality in service relationships
HILES Andrew
Service level agreements: measuring cost and quality in service relationships - London: Chapman & Hall, 1993 - 126p.
Describes how to manage the service relationship between provider and customer. A service level agreement defines the service that the customer can expect. Such agreements are appropriate to all in-house corporate services as well as externally provided services where formal contracts do not define service quality. Gives practical advice on implementing SLAs together with checklists and examples.
0412542404 (hbk.)
QUALITY MANAGEMENT
SERVICE LEVEL AGREEMENTS
SERVICE STANDARDS
Service level agreements: measuring cost and quality in service relationships - London: Chapman & Hall, 1993 - 126p.
Describes how to manage the service relationship between provider and customer. A service level agreement defines the service that the customer can expect. Such agreements are appropriate to all in-house corporate services as well as externally provided services where formal contracts do not define service quality. Gives practical advice on implementing SLAs together with checklists and examples.
0412542404 (hbk.)
QUALITY MANAGEMENT
SERVICE LEVEL AGREEMENTS
SERVICE STANDARDS