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L27R1. Andrew N. Hiles, "Service Level Agreements: Panacea or Pain?", The TQM Magazine, 1994

Fri, 07/10/2009 - 23:27 — admin

Guide Questions:

  • What is a service level agreement (SLA)? Why are SLAs necessary?
  • How are SLAs relevant to service design (both from the perspective of the organization supplying the service, and the organization acquiring the service)?
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