R1. Andrew N. Hiles, "Service Level Agreements: Panacea or Pain?"
Wed, 08/17/2011 - 1:48pm — monica
Type:
Reading
Citation:
Andrew N. Hiles, "Service Level Agreements: Panacea or Pain?", The TQM Magazine, 1994.
Think About:
- 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)?
Class Meeting(s) that list this Resource:
Title Author Last update 
L26. Quality in Operation & Evaluation monica 2011/11/28 - 1:12pm
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