Service Level Agreements: Measuring Cost and Quality in Service Relationships - Couverture rigide

Hiles, Andrew

Couverture rigide

ISBN 10 : 0412542404 ISBN 13 : 9780412542404

Editeur : Cengage Learning EMEA, 1993

Synopsis

This volume describes how to manage the service relationship between provider and customer. A service level agreement defines the level of service which a customer can expect. As such, it is appropriate to all in-house services, where legal contracts do not exist, as well as to external services where a formal contract describing a business relationship is inappropriate for defining service quality in terms of the day-to-day customer relationship. This book defines service level agreements and describes how to quantify service quality and achieve the right balance between quality and cost. A plan for implementing service level agreements is provided, including checklists and worked examples. The book examines the practicalities of designing a service level agreement and explains the negotiation and implementation stages. These techniques apply equally to in-company service users and external commercial customers. They are applicable to any service and will improve customer satisfaction while containing service costs.

Détails de l'édition

• Éditeur: Cengage Learning EMEA
• Date d'édition: 1993
• Langue: anglais
• ISBN 10: 0412542404
• ISBN 13: 9780412542404
• Reliure: Relié
• Nombre de pages: 256
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible