Abstract
Explains what a service level agreement (SLA) is and describes the
benefits of an SLA both as a catalyst to service management and to
delivering appropriate, cost‐effective service quality. Examines the
application of SLAs in a wide variety of service areas and establishes
their importance to market testing and benchmarking. Describes the
content of an SLA and outlines the steps to successful implementation.
Identifies service quality measurement, using effective quality metrics,
and credible service quality monitoring as key factors for success
– identifies the pitfalls, too.
Subject
Applied Mathematics,Industrial and Manufacturing Engineering,Strategy and Management,Industrial relations,General Decision Sciences
Cited by
17 articles.
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