| 000 | 00836cam a2200157 4500 | ||
|---|---|---|---|
| 020 | _a0412542404 (hbk.) | ||
| 100 | 1 | _aHILES Andrew | |
| 245 | 0 |
_aService level agreements: _bmeasuring cost and quality in service relationships |
|
| 260 |
_aLondon: _bChapman & Hall, _c1993 |
||
| 300 | _a126p. | ||
| 520 | 3 | _aDescribes 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. | |
| 650 | _aQUALITY MANAGEMENT | ||
| 650 | _aSERVICE LEVEL AGREEMENTS | ||
| 650 | _aSERVICE STANDARDS | ||
| 945 |
_i0014165 _rY _sY |
||
| 999 |
_c2255 _d2255 |
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